Customer Success Manager, EMEA

Cellebrite; Greater London; Hybrid; GBP 70,000 - 120,000; Full time

Benefits offered by this job

Competitive compensation with bonus

Comprehensive healthcare

Retirement plan

Flexible remote work

Learning resources and leadership dev

London office

Job summary

Cellebrite is seeking an experienced Customer Success professional to build and operate the customer success intelligence layer in London. The role focuses on turning telemetry and signals into scalable journeys for CS, Sales and GTM teams to drive adoption and long-term customer value.

You will drive adoption health checks, engagement motions, and regional events, partnering with CS Operations and GTM teams to deliver measurable outcomes.

Qualifications

• Bilingual - Fluency in English is mandatory with either Spanish or Italian.
• Background in law enforcement, investigative practices, digital intelligence or forensic technologies.
• Strong collaboration skills across Sales, SE, Support, Product, and CS leadership.
• Experience working with law enforcement, government agencies, or investigative organisations.
• Excellent presentation and communication skills with the ability to engage both operational and senior stakeholders.
• Strong analytical skills and demonstrated creative problem-solving approach.
• Self-starter with initiative, accountability, and the curiosity to improve systems.
• Preferred experience in Customer Success, Service Delivery, or a similar customer facing role.

Responsibilities

• Drive Adoption and Value by providing consultative product expertise to maximise customer investment in Cellebrite technologies.
• Support Sales motions tied to renewal stability, feature expansion, and product maturity.
• Improve platform stickiness by mapping adoption drivers and scalable engagement triggers.
• Run regional User Forums and customer events to drive community learning and adoption momentum.
• Conduct ad-hoc customer engagements via video conferences or on-site visits to address needs and remove blockers.
• Partner with CS Operations to advise on customer health scoring and journeys.
• Serve as SME for Gainsight and Customer Health Data for GTM Collaboration.
• Analyse usage, adoption and health signals to identify trends, risks and opportunities.
• Deliver data-backed insights for QBRs, forecasting and strategic planning.

Skills

Fluent English

Spanish or Italian

Analytical skills

Communication skills

Cross-functional collaboration

Problem solving

Education

Background in law enforcement or digital forensics

Tools

Gainsight

Job description

Cellebrite is a global leader in digital intelligence and investigative workflow technology. We help law enforcement, government agencies, and enterprise organizations accelerate investigations, improve operational efficiency, and uncover the truth with speed and precision. Our products are mission critical and widely adopted across the world, supporting complex investigations at scale.Our work requires curiosity, discipline, collaboration, and a deep commitment to customer outcomes. We move fast, solve real problems, and build with purpose.Mission of the RoleHelp build, iterate and operate Cellebrite’s customer success intelligence layer by turning product telemetry and customer signals into clear and scalable Customer Journeys for CS, Sales and the broader GTM ecosystem, that drive adoption, reduce churn, and maximise long-term customer value.Who You AreYou think in systems whilst building strong, trusted relationships. You see patterns others miss; not just in data, but in customer needs and behaviours and you enjoy turning insight into actions that solve real problems. You’re motivated by helping people succeed, whether that’s guiding people through challenges or partnering with internal teams to drive outcomes. Comfortable with ambiguity, you bring curiosity, empathy and a problem‑solving mindset to everything you do. You’re energized by building scalable programs that enable GTM teams to consistently deliver meaningful, long‑term customer success and value.Responsibilities and ExpectationsDriving Adoption and ValueProvide consultative product expertise to support customers maximise their investment in Cellebrite technologies, supporting them to accelerate justice outcomes.Support Sales in motions tied to renewal stability, feature expansion, and product maturity.Improve platform stickiness by mapping adoption drivers and scalable engagement triggers to enable customer engagements at scale.Leverage product knowledge to deliver Adoption Health Checks based on the Customer Journey Milestones, customer intelligence and risk/expansion indicators.Run and participate in regional User Forums, or customer events to drive community learning, best-practice sharing and broad adoption momentum.Conduct ad‑hoc customer engagements through video conferences or on‑site visits to address emerging needs, guide product usage, and remove adoption blockers.Partner with CS Operations Team to advise on building and maintaining customer health scoring and customer journeys.Serve as a subject matter expert for Gainsight and Customer Health Data for GTM Collaboration.Data Intelligence and InsightsAnalyse usage, adoption & health signals across accounts and products to identify trends, risks and opportunities.Continuously leverage the learnings from your customer investigations & engagements to create playbooks and workflows that translate into action at scale and which can be deployed as best practice for all CS.Execute automated and semi-automated engagement motions based on the customer’s journey and behaviour.Monitor data streams and proactively flag churn risk, upside potential, and friction patterns with Sales Managers and the wider GTM Teams.Capture all engagements, insights and recommendations within Gainsight to help further build the intelligence layer.Orchestration Across GTMPartner with Regional Sales VPs to align insights to territory priorities.Translate behavioural, operational and adoption insights into clear business analysis and recommendations for GTM teams.Deliver data-backed insights for customers into QBRs, forecasting meetings, and strategic planning.Enable all GTM Teams and Product Management with actionable customer intelligence.Operationalise best practices so execution becomes predictable and repeatable.Hybrid Work & Travel ExpectationsThis role may require up to 40% travel for customer engagements, internal collaboration, and industry events.Ideally this position follows a hybrid working model, where Office presence is expected 1-2 days per week where a Cellebrite office is reasonably accessible, to support collaboration and effective program execution.Benefits and PerksCompetitive compensation with bonus potential.Comprehensive healthcare, retirement, and wellness programs.Remote flexibility with opportunities for global collaboration.Access to learning resources, leadership development, and product education.The chance to influence the CS operating model for a rapidly scaling global company. #LI-DT1Requirements:Who You AreYou think in systems whilst building strong, trusted relationships. You see patterns others miss; not just in data, but in customer needs and behaviours and you enjoy turning insight into actions that solve real problems. You’re motivated by helping people succeed, whether that’s guiding people through challenges or partnering with internal teams to drive outcomes. Comfortable with ambiguity, you bring curiosity, empathy and a problem‑solving mindset to everything you do. You’re energized by building scalable programs that enable GTM teams to consistently deliver meaningful, long‑term customer success and value.Experience and SkillsBilingual - Fluency in English is mandatory with either Spanish or ItalianBackground in law enforcement, investigative practices, digital intelligence or forensic technologies.Strong collaboration skills across Sales, SE, Support, Product, and CS leadership.Experience working with law enforcement, government agencies, or investigative organisations.Excellent presentation and communication skills with the ability to engage both operational and senior stakeholders.Strong analytical skills and demonstrated creative problem-solving approach.Self-starter with initiative, accountability, and the curiosity to improve systems.Preferred ExperienceExperience in Customer Success, Service Delivery, or a similar customer facing role.Expertise with Gainsight, or similar CS Tooling.Experience analysing customer telemetry to identify risk and opportunity patterns.Experience with high-scale, programmatic customer success motions.Office Location:London