Strategic Enterprise CS Manager – UK & Northern Europe Growth

Instaleap; Granollers; On-site; EUR 90,000 - 130,000; Full time

Benefits offered by this job

Health insurance

Monthly team activities

Job summary

Instaleap seeks an experienced Enterprise Customer Success leader to manage strategic accounts, align executives, and drive multi-threaded growth across e-commerce and retail clients. You will translate complex data into executive narratives, oversee QBRs/EBRs, and partner with Sales to identify expansion opportunities.

You will guide long-term account strategies, assess client digital maturity, and lead change management initiatives with cross-functional teams to improve order fulfillment and

Qualifications

• 6+ years of experience in Enterprise Customer Success, Strategic Account Management, Enterprise SaaS, or top-tier consulting.
• Experience managing Large Enterprise / Strategic Accounts ($1M+ ARR) with C-suite and VP stakeholder mapping.
• Strong commercial awareness and demonstrated capability to identify account growth/expansion opportunities.
• Experience leading executive presentations and high-stakes business reviews.
• Cross-functional collaboration with Product, Engineering, Sales, and Support.

Responsibilities

• Serve as the primary point of contact and trusted advisor for executive, operational, and technical stakeholders.
• Facilitate executive touchpoints, leading QBRs, EBRs, and Steering Committees with VPs and C-Level leaders to align on strategy and outcomes.
• Oversee alignment meetings to monitor action plans, track deliverables, and manage engagement across regional and leadership teams.
• Translate technical capabilities and data into executive stories showing ROI and business value.
• Develop and execute long-term account strategies and Success Plans aligned with customer digital maturity.
• Assess client digital maturity to build tailored roadmaps that drive e-commerce performance with Instaleap’s capabilities.
• Drive change management to help client HQ adopt digital initiatives.
• Identify process optimizations and conversion improvements across stores and regions.
• Uncover expansion opportunities and collaborate with Sales on upsell/cross-sell opportunities.
• Lead business value conversations during commercial discussions.
• Represent Instaleap at key industry events.
• Analyze KPIs with the Customer Operations Analyst to extract insights and assign client-side ownership.
• Oversee customized dashboards and reports tracking success indicators across stores/regions/timeframes.
• Conduct root-cause analysis and implement cross-functional correction plans.
• Direct onboarding programs and knowledge transfers for client HQ and operations teams.
• Maintain client-specific documentation, playbooks, and best practices.
• Advocate for the customer and feed insights into product/roadmaps.
• Track risk indicators and lead cross-functional escalation resolutions.

Skills

Customer Success

Strategic Account Management

Executive Presence

Data Analysis

Change Management

Risk Mitigation

Commercial Mindset

Tools

Salesforce

HubSpot

Job description

Instaleap seeks an experienced Enterprise Customer Success leader to manage strategic accounts, align executives, and drive multi-threaded growth across e-commerce and retail clients. You will translate complex data into executive narratives, oversee QBRs/EBRs, and partner with Sales to identify expansion opportunities.

You will guide long-term account strategies, assess client digital maturity, and lead change management initiatives with cross-functional teams to improve order fulfillment and