Customer Success Manager EMEA

Kentik; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading network intelligence company in Greater London is seeking a Customer Success Manager to enhance customer relationships and drive account success. You will focus on onboarding, adoption, and renewals, ensuring a seamless experience for clients using their platform. Essential qualifications include 5 years in Customer Success Management, proficiency in Salesforce CRM, and previous experience in SaaS. The role offers competitive compensation and significant benefits, aimed at fostering an inclusive work environment.

Benefits

Health, vision, and dental coverage

Annual Health Reimbursement Account

Paid family & medical leave

Open PTO and paid holidays

401(k) retirement account

Home office reimbursement

Stock options

Qualifications

• 5 years of Customer Success Management / Account Management experience.
• Based in Europe, preferably in the UK.
• Previous SaaS experience required.

Responsibilities

• Support customers from onboarding through adoption to renewal and growth.
• Establish rapport with assigned accounts.
• Identify customer needs and execute internal tasks.

Skills

Customer Success Management

Account Management

Salesforce CRM

Clear communication abilities

Interpersonal skills

SaaS experience

Emotional intelligence

Mindset to get things done

Tools

Google Suite

Pendo

Looker

Job description

Who we are

Kentik is the network intelligence platform for modern infrastructure teams. Unlike traditional monitoring and observability tools we demystify complex network operations enabling organizations to deliver applications and innovation at scale. Built by network experts to make critical insight accessible to every engineer Kentik is the real‑time source of truth that understands every network in context from data center to cloud to the internet. This single platform unifies and correlates cloud device flow synthetic data to turn telemetry into action. Market leaders like Akamai, Dropbox and Zoom rely on Kentik to run, manage and optimize their networks.

What we do

At Kentik we take great care of our customers to ensure they get the most value out of our relationship and products. We strive to build long‑lasting deep relationships and be there for them throughout our joint success journey. This role establishes and maintains ownership of the entire customer experience, including initial onboarding, ongoing cadence and renewals. You will be the proactive outreach owner for your entire book of business and have the chance to work with really exciting companies using Kentik. Additionally the role is a key contributor to identifying expansion and upsell opportunities with joint responsibility together with the sales team over those opportunities.

What you’ll do

• Identify and foster key customer champions across different parts of the customer organization and take responsibility for the customers long‑term health and success
• Support customers through the Kentik customer journey: from onboarding through adoption to renewal and growth
• Establish and maintain rapport with all assigned accounts
• Work closely with your team of Network Intelligence Advisors, Account Executives, Sales Engineers and Kentik leadership to ensure customers have an optimal experience and achieve their desired outcomes
• Identify and call out account risks
• Capture key customer needs, translate them to internal tasks and execute
• Aim to become each customer’s trusted advisor by displaying a high degree of emotional intelligence and being each customer’s advocate back to other Kentik teams
• Ability to work in a customer‑first team collaborative setting supporting other team members and sharing what is working as well as what could be improved
• Travel on‑site to key customers as needed

What you’ll bring

• 5 years of Customer Success Management / Account Management experience
• Must be based in Europe – preferably in the UK
• High degree of proficiency in Salesforce CRM, Google Suite, modern SaaS CS tools (Pendo, Looker etc.)
• Clear communication abilities and choosing the right mode of communication naturally (email, phone, messaging etc.)
• Ability to speak with authority and lead customer meetings to favorable outcomes
• Previous SaaS experience required
• Revenue recognition experience in a SaaS framework is a strong plus
• Emotional intelligence ability to pick up interpersonal unspoken communication and leverage these to drive better outcomes
• A get‑it‑done mindset
• Enjoy what you do and bring your unique experience to benefit both the team and our customers
• Ability to travel within Europe up to 25% of the time

What we offer

• 100% of premiums are paid by company for health, vision and dental coverage for you and your dependents
• Additionally an annual Health Reimbursement Account (HRA) of $3,000 for an individual or $4,500 for a family
• Paid family & medical leave
• Open PTO, a quarterly Wellness Day and a minimum of 10 paid holidays
• 401(k) retirement account
• Home office reimbursement
• Stock options

Note: Benefits are as listed for all US full‑time employees. For compensation international applicants will be treated equitably in relation to the laws applicable within the countries in which we operate.

Recruitment scam alert

• Kentik will never ask for payment or fees of any kind as part of our recruitment process.
• All official job offers and communications will originate from an official email address.
• Trust only the application methods and contact details listed on this official careers site.

If you suspect fraud do not make any payments or provide personal or financial information. Block the sender appropriately based on the medium they used to contact you and report this to us at .

Come work with us

The true meaning of Kentik is visibility. We’re committed to making sure everyone feels empowered to use their voice, has a sense of belonging and is represented at Kentik.

We don’t look for individuals who fit the culture but those who will continue to add to the culture.

We encourage everyone to apply especially those individuals who are underrepresented in the industry: people of color, LGBTQI community, women, individuals with disabilities, veterans and people of any age or family status.

Kentik is committed to creating an inclusive interview process. If you require a reasonable accommodation during the application or interview process please reach out to

Come as you are!

You will be working at a fast‑growing well‑funded startup alongside industry thought leaders and network aficionados as we build the future of observability and set the high bar for how network operations and digital businesses should run. With a competitive salary and amazing benefits on top of the meaningful and challenging projects you’ll take on we’re sure you’ll enjoy joining the Kentik team.

#li-remote

Required Experience: Manager

Key Skills: Bidding, Business Solutions, ABAP, Business Operations, Business Sales, Corporate Marketing

Employment Type: Full Time

Experience: years

Vacancy: 1