About the Role
This role is responsible for leading the customer success function across the EMEA region, managing a team of customer success managers, and ensuring clients achieve maximum value from the platform through proactive engagement and strategic account planning.
Responsibilities
- Lead and develop a regional team of customer success professionals
- Serve as primary point of contact for key enterprise clients in EMEA
- Drive customer retention and reduce churn through proactive account management
- Monitor client health metrics and implement corrective actions when needed
- Collaborate with sales and support teams to ensure seamless customer onboarding
- Identify expansion opportunities within existing accounts
- Conduct regular business reviews with senior client stakeholders
- Translate customer feedback into product and service improvements
- Oversee renewal processes and contract negotiations
- Develop region-specific customer success strategies aligned with local markets
- Ensure consistent delivery of customer success best practices
- Track and report on KPIs including NRR, CSAT, and product adoption
- Act as an advocate for customers within the organization
- Coordinate cross-functional initiatives to improve customer outcomes
- Manage escalations and resolve complex client issues
- Maintain up-to-date knowledge of product roadmap and industry trends
- Represent the company at regional customer events and conferences
- Train and mentor team members on customer engagement techniques
- Standardize documentation and reporting across the region
- Ensure compliance with data privacy regulations in EMEA
- Foster a customer-centric culture within the regional team
- Work closely with product teams to communicate regional needs
- Implement customer success technology tools and workflows
- Support the development of customer onboarding programs
- Promote customer referenceability and case study participation
Compensation
Competitive salary and benefits package
Work Arrangement
Remote with regional travel expected
Team
Part of the global customer success team focused on enterprise clients
Why This Role Matters
Clients in the EMEA region face unique regulatory and market challenges. This leader will ensure our support model adapts to local needs while maintaining global standards. Your work directly impacts customer longevity and satisfaction across diverse markets.
What We Offer
Opportunity to shape the direction of customer success in a high-growth region, access to executive leadership, professional development funds, flexible work environment, and inclusion in strategic planning.
Not available
