Strategic CSM, EMEA - AI & Data Platform | Remote

Arango; Madrid; Remote; EUR 70,000 - 110,000; Full time

Job summary

Arango in Europe is seeking a (Strategic Accounts) Customer Success Manager - EMEA to drive adoption, retention and expansion across high-value clients. You will engage with executives and operational teams to ensure ROI and business outcomes align with strategic goals.

The role emphasizes consultative engagement, onboarding, and collaboration with Sales to identify expansion opportunities, while serving as a trusted advisor and voice of the customer to Product and Engineering.

Qualifications

• 5 years of customer-facing experience in engagement and technical training.
• Experience with ticketing systems (JIRA, Zendesk).
• Experience with at least one programming language (e.g., C++, Java, JavaScript).
• Network fundamentals (DHCP, DNS, HTTP).
• Unix/Linux system administration (RedHat, CentOS, CoreOS).
• Containerization with Docker and Kubernetes.
• Experience with NoSQL technologies and database systems.
• Strong troubleshooting and technical communication skills (in English).
• Root cause analysis and analytical skills.
• Ability to prioritize tasks in a fast-moving environment.

Responsibilities

• Provide elevated level of technical support in resolving issues/bugs/upgrades.
• Lead onboarding & adoption with tailored success plans.
• Build trusted advisor relationships with customers at executive & operational levels.
• Conduct QBRs/MBRs to track ROI & business outcomes.
• Identify expansion opportunities in collaboration with Sales.
• Make sure all customers concerns/questions are addressed.
• Keep track of your customer’s open cases and work with support team to solve those.
• Serve as the voice of the customer into Product & Engineering.

Skills

Customer-facing communication

Executive engagement

Analytical skills

Troubleshooting

Task prioritization

Tools

JIRA

Zendesk

Unix/Linux

Docker

Kubernetes

NoSQL databases

Graph technologies

Job description

Arango in Europe is seeking a (Strategic Accounts) Customer Success Manager - EMEA to drive adoption, retention and expansion across high-value clients. You will engage with executives and operational teams to ensure ROI and business outcomes align with strategic goals.

The role emphasizes consultative engagement, onboarding, and collaboration with Sales to identify expansion opportunities, while serving as a trusted advisor and voice of the customer to Product and Engineering.