DeepL is hiring a Manager, Customer Success (High Touch)

DeepL is looking for a Manager, Customer Success (High Touch) to lead our Enterprise Customer Success team across EMEA. You will be responsible for driving measurable customer value, maximizing product adoption, and ensuring renewals and growth within large, complex accounts, all while scaling our operations and championing a best-in-class customer engagement model.

What You'll Do

• Lead, mentor, and develop a high-performing team of Enterprise Customer Success Managers across the EMEA region.
• Ensure your team drives measurable customer value, maximizes product adoption, and secures renewals and expansion opportunities.
• Set clear performance expectations, coach for success, and foster a culture of accountability and continuous improvement.
• Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified customer journey.
• Own and optimize internal processes, customer journey frameworks, and playbooks to drive scalability and consistency.
• Serve as a strategic voice of the customer, representing insights to inform the product roadmap and business strategy.
• Support talent acquisition and onboarding, playing a key role in hiring top-tier Customer Success Manager talent.
• Analyze team performance and customer health metrics to inform strategic and operational decisions.
• Champion a culture of collaboration, inclusion, and high performance.

What We're Looking For

• 5+ years of experience in Customer Success, Account Management, or a closely related field.
• A minimum of 4+ years managing Customer Success Managers who support Enterprise clients.
• Proven success leading teams that manage large, complex customers requiring multi-stakeholder engagement.
• Deep understanding of enterprise customer dynamics, the SaaS customer lifecycle, and value realization frameworks.
• Passion for developing and empowering people, with a strong track record in coaching and performance management.
• Strategic thinker with strong business acumen and an ability to translate data into action.
• Excellent communicator with experience influencing stakeholders at all levels, including executives.
• Highly organized, operationally strong, and comfortable with ambiguity in a scaling environment.
• Experience with tools such as Salesforce or other CRM/Customer Success platforms.

Nice to Have

• EMEA experience, in particular within the DACH region.
• Experience in leading multicultural teams.

Technical Stack

• Salesforce and other CRM/Customer Success platforms.

Team & Environment

You will lead the Enterprise Customer Success team in EMEA, which consists of experienced Customer Success Managers. Our culture blends modern technology, competitive benefits, and an open, welcoming environment dedicated to innovation and well-being. We value clear communication, direct feedback, empathy, and a growth mindset.

Benefits & Compensation

• A diverse and internationally distributed team with over 90 nationalities.
• Open communication and a regular feedback culture.
• Hybrid work schedule with team members coming into the office twice a week.
• Flexible working hours.
• Regular in-person team events, including local gatherings and company-wide events.
• Monthly full-day hacking sessions (Hack Fridays).
• 30 days of annual leave (excluding public holidays).
• Access to mental health resources.

Work Mode

This role operates on a hybrid schedule for candidates based in the EMEA region.

We are an equal opportunity employer. You are welcome at DeepL for who you are—we appreciate authenticity here. Our product is for everyone, and so is our workplace.