Customer Success Manager – EMEA

FirstIgnite; England; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading startup in research commercialization, FirstIgnite is seeking a proactive Customer Success Manager to support university clients in the EMEA region. The CSM will play a crucial role in onboarding, retaining, and growing client relationships through tailored support and training, offering a competitive salary and equity options.

Benefits

Competitive salary aligned with local market expectations

Equity options in a high-growth company

Remote-first culture with flexible hours

Qualifications

• Fluency in English and at least one additional language (German, French, or Spanish preferred).
• 2–4 years of experience in customer success, account management, or client-facing support (preferably SaaS).
• Comfortable working remotely in a fast-paced, startup environment.

Responsibilities

• Lead onboarding for new university clients and ensure a smooth handoff from sales.
• Deliver training, platform walkthroughs, and ongoing support tailored to client needs.
• Identify and support renewal and upsell opportunities in partnership with our sales team.

Skills

Communication

Problem Solving

Relationship Building

Education

Experience in customer success or account management

Job description

About FirstIgnite:\ FirstIgnite is a venture-backed startup accelerating research commercialization. Our AI-powered platform connects universities with leading corporations, startups, and investors to drive innovation partnerships. We work with institutions around the world to help bring groundbreaking technologies to market.

Role Overview:\ We’re seeking a proactive, multilingual Customer Success Manager (CSM) based in the EMEA region to support our growing base of university clients. As the first CS hire outside North America, you’ll play a crucial role in onboarding, retaining, and growing relationships with some of the world’s top institutions.

Responsibilities

• Lead onboarding for new university clients and ensure a smooth handoff from sales
• Deliver training, platform walkthroughs, and ongoing support tailored to client needs
• Serve as the primary point of contact for your portfolio, driving engagement and satisfaction
• Identify and support renewal and upsell opportunities in partnership with our sales team
• Create documentation and playbooks to improve client experience in EMEA
• Collect and share product feedback from users to inform roadmap decisions
• Attend occasional on-site meetings or conferences (as needed)
  
  

Qualifications

• Based in Europe with fluency in English and at least one additional language (German, French, or Spanish preferred)
• 2–4 years of experience in customer success, account management, or client-facing support (preferably SaaS)
• Comfortable working remotely in a fast-paced, startup environment
• Strong communication, relationship-building, and problem-solving skills
• Experience working with or selling into universities is a plus
  
  

Compensation & Benefits

• Competitive salary aligned with local market expectations
• Equity options in a high-growth, mission-driven company
• Remote-first culture with flexible hours
• Opportunity to help shape FirstIgnite’s customer success strategy in the region