Customer Success Account Manager [EMEA]

Rocket Ltd; Camden Town; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading communications platform in the UK is seeking a Customer Success Account Manager to drive retention and growth with enterprise customers. The ideal candidate will have extensive experience in customer success, strong negotiation skills, and a passion for technology. This role offers fully remote work, flexible hours, and a vibrant multicultural environment, along with competitive benefits.

Benefits

Fully remote and flexible working hours

Flexible paid time off

Company laptop

Courses and books

Stock options

Qualifications

• Proven experience in Customer Success and Account Management in B2B SaaS.
• Deep understanding of CS metrics (NPS, Health Score, Churn).
• Solid experience in customer retention and enterprise-level relationships.
• Experience with training and product presentations.
• Passionate about technology with technical knowledge.

Responsibilities

• Own the end-to-end customer lifecycle focusing on retention.
• Lead negotiations to drive upsells and expand account value.
• Act as a trusted advisor ensuring customer satisfaction.
• Guide customers through the onboarding journey.
• Monitor key health indicators using insights to mitigate risks.

Skills

Customer Success Management

Account Management

Negotiation

Technical Knowledge

Fluent in English

Customer Retention

Data-Driven Strategies

Stakeholder Management

Job description

Rocket.Chat is seeking a highly skilled professional to fill a Customer Success Account Management role. You will be responsible for negotiations with enterprise, public sector, and government customers to drive retention, renewals, and account growth. Your focus will be on maximizing customer value, expanding partnerships, and ensuring long-term success across diverse markets.

We're seeking a professional with a track record in Customer Success Account Management, implementing data-driven strategies, and building trusted, long-term client relationships that fuel sustainable revenue growth. In this role, you will partner closely with customers to help them achieve their defined success outcomes through our open-source communications platform.

Key Responsibilities:

• Combine the value-driven focus of a Customer Success Manager with the revenue-driven responsibilities of an Account Manager, ensuring adoption, retention, and growth across your accounts;
• Own the end-to-end customer lifecycle, with a strong focus on retention, renewals, onboarding, and account growth;
• Lead negotiations with customers to secure retention, drive upsells, and expand account value;
• Act as a trusted advisor to your customer portfolio, ensuring satisfaction, engagement, and long-term success;
• Guide customers through the onboarding journey, including handoff, kickoff, and training, ensuring a seamless experience;
• Configure the product to align with each customer's needs, goals, and expectations;
• Identify and analyze customer pain points, developing tailored action plans to resolve challenges effectively;
• Monitor key health indicators such as NPS, churn, and engagement metrics, using insights to proactively mitigate risks;
• Deliver remote training sessions to empower customers and maximize adoption;
• Define, track, and drive the achievement of Success Milestones in collaboration with customers;
• Build strategic account depth by uncovering additional requirements, identifying new stakeholders, and expanding partnerships within customer organizations;
• Serve as the customer's primary point of contact, facilitating discussions, coordinating improvements, and ensuring their voice is represented internally;
• Maintain consistent, proactive communication to foster trusted, long-term relationships.

Requirements:

• Proven experience in Customer Success and Account Management areas within a fast-paced B2B SaaS environment;
• Deep understanding of CS metrics and indicators (NPS, Health Score, Churn, SLA, LTV);
• Solid experience in customer retention and nurturing relationships with enterprise-level stakeholders;
• Experience with customer training, QBRs, and product presentations;
• Be passionate about technology, demonstrated by your in-depth technical knowledge;
• Being capable of handling in-depth technical discussions regarding software requirements, solution architecture, and deployment sizing & models;
• Fluent in English.

Desirable Hard Skills:

• German or French fluency is highly desirable;
• Previous experience with on-prem or high-touch products is a plus;
• Previous experience with open-source is a plus.

Soft Skills:

• Passion: Genuine enthusiasm for what you do and how it contributes to our company's mission;
• Dream: Proactively seek out opportunities and challenges to achieve extraordinary results. If you're someone who takes initiative and is always striving to improve, you'll fit right in;
• Own: Take ownership of your work, set high standards for yourself, and be accountable for outcomes demonstrating a strong sense of responsibility and commitment;
• Trust: Recognizing the importance of trust and support and actively working towards a collaborative and inclusive workplace;
• Share: Communicating openly and transparently, ensures clarity and honesty in interactions.

Rocket.Chat is the world's largest open-source communications platform. Built for organizations needing more control over their communications, Rocket.Chat Secure CommsOS is a communication platform that unifies messaging, voice, video, AI, and mission-critical applications, ensuring uncompromising security, compliance, and operational efficiency for governments, defense, and critical infrastructure organizations operating in highly-regulated environments.

We offer a range of benefits, including fully remote and flexible working hours, flexible paid time off, holidays, and vacation, company laptop, remote benefit, iTalki, courses, and books, stock options, multicultural environment, and vibrant company culture.