Customer Success Lead (EMEA)

ApprovalMax; Greater London; Remote; EUR 40,000 - 80,000; Full time

Job summary

An established industry player is seeking a Customer Success Lead to join their remote team. This role is pivotal in driving customer satisfaction and revenue growth by managing a dedicated team and engaging directly with high-value clients. The ideal candidate will have a strong background in account management, particularly in B2B SaaS, and will thrive in a dynamic environment. You'll be instrumental in promoting product value and enhancing customer experiences while contributing to a growing international business. If you're passionate about customer success and looking for a flexible, rewarding opportunity, this position is for you.

Benefits

Regular performance-based compensation reviews

100% paid sick leave (10 days)

Health & Wellness program

Reimbursement of co-working space

Reimbursement of professional development courses

Parental leave support

Flexible hours

Qualifications

• 4+ years in account management or customer success roles, preferably revenue-driven.
• Experience managing teams and providing customer training is a plus.

Responsibilities

• Maintain product knowledge and assist customers with inquiries.
• Manage EMEA CS team and handle high-value customer portfolios.
• Drive customer satisfaction and adoption through regular engagement.

Skills

Account Management

Customer Success

B2B SaaS

Training

Accounting Knowledge

Education

Right to work in the United Kingdom

Job description

ApprovalMax is award-winning B2B software used by businesses around the world to create robust financial controls. It streamlines the approval process for decision makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognised and has won’ Xero App Partner of the Year’ four times since 2020 in different countries.

We are expanding and hiring a Customer Success Lead on a remote basis to help us grow the business.

You will be responsible for:

• Maintaining a detailed understanding of products and services, assisting customers with questions and suggesting the best features/setup for their needs
• Promoting the value of the product among customers and upsell/cross-sell editions and functionalities (drive post-sales MRR growth)
• Regular engagement with your assigned customers to gauge satisfaction, address concerns and drive further adoption
• Managing the EMEA CS team, including the customer ticketing queue. This role is a Player-Coach role so you will also manage your own portfolio of our highest-value customers for whom you will be the primary point of contact
• Providing support via Zoom calls when customers need it.
• Acting as an escalation point for any customer queries in the EMEA region.
• Work closely with the Sales Lead (EMEA) to grow the EMEA region.
• Contributing to optimising existing team processes and actively enhancing all Customer Success initiatives.

Desired Skills and Experience:

• Right to work in the United Kingdom is essential
• 4+ years of experience in account management or customer success position (revenue-driven) preferred
• 2+ years of experience managing account managers or customer success managers preferred
• B2B SaaS experience preferred
• Accounting knowledge would be preferred, but isn’t essential
• Experience in providing training preferred, but isn’t essential.

This role is:

• Full-time and permanent.

What we offer:

• Growing international business with 10,000+ subscribers
• Regular performance-based compensation reviews
• 100% paid 10 sick leave days
• Remote work, flexible hours
• Health & Wellness program - a bonus payment, which will cover 50% up to a total of 500 Euro annually of the amount spent on the following activities: medical services (except regular health insurance), fitness, sports activities (excluding sports equipment)
• Reimbursement of co-working space
• Reimbursement of professional development courses
• Parental leave support.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Industries: Software Development and Financial Services