Customer Success Manager EMEA

Fingerprint; Remote; GBP 50,000 - 70,000; Full time

Job summary

A leading tech company in London is seeking a Customer Success Manager to build relationships and empower clients in achieving their goals. You will manage client portfolios, ensure high satisfaction, and facilitate product adoption through regular meetings and expert-level support. The ideal candidate has 3-6 years in a SaaS Customer Success role, with a strong ability to communicate and engage with various stakeholders. This position is remote, but candidates located in the UK are preferred due to potential on-site client visits.

Qualifications

• 3-6 years experience in a Customer Success role.
• Experience with SaaS products is crucial.
• Remote work experience in EMEA.
• Ability to facilitate meetings at various levels.

Responsibilities

• Onboard clients and increase user adoption.
• Manage client portfolios ensuring satisfaction.
• Conduct regular meetings with clients for recommendations.
• Monitor client health and manage escalations.

Skills

Experience in a Mid-Market / Enterprise SaaS Customer Success role

Strong communication skills

Ability to prioritize and multitask

Tools

Zendesk

Salesforce

Job description

The Customer Success Team is the trusted advisor for building relationships driving product adoption and empowering our customers to achieve their goals. The Customer Success Manager acts as a trusted advisor for a variety of customers who represent various industries. You will support them on their journey to successfully onboard increase user adoption and ultimately ensure a positive renewal outcome.

What Youll Be Doing

• Facilitate the transition out of implementation to go-live
• Manage a portfolio of clients and make certain a high level of satisfaction with the product is achieved
• Create a plan to ensure client success
• Conduct regular meetings with clients to make recommendations on using the product and future product enhancements to provide continuous success in business processes
• Provide best practice recommendations expert-level application support and assist in solving point-in-time challenges
• Work with product development and technical support to resolve customer issues / concerns
• Proactively monitor the health of your client portfolio and identify / manage escalations and churn risks
• Experience conducting virtual meetings with internal and external customers
• Travel may be required

What We Are Looking For

• 3-6 years experience in a Mid-Market / Enterprise SaaS Customer Success role
• Experience with Zendesk and Salesforce are a huge plus
• Location Preference : Remote EMEA Preference for candidates located in the UK area as travel may be required to visit clients on site.

Nice to haves

• Effectively prioritizes multitasks and engages with customers
• Effective at leading and facilitating meetings ranging from admin / owners to executive level
• Strong communication skills; you pride yourself on being personable concise and compelling communicator - in writing in conversation and in front of an audience
• Empathy diplomacy and poise under pressure when working through customer concerns
• Put team above yourself - elevating the groups performance through proactive collaboration and knowledge-sharing

Compensation & Transparency

We benchmark our compensation against other fast-growing companies and set ranges by level role and location to ensure fairness and transparency. Final offers may vary based on experience expertise and location.