Manager, Customer Success Management - EMEA

Nerdio; United Kingdom; Remote; USD 170,000 - 190,000; Full time

Job summary

A leading company in cloud technology is seeking a Manager for Customer Success Management in EMEA. The role involves leading a team, fostering customer relationships, and driving revenue growth. Ideal candidates will have a strong background in customer success and leadership, with a focus on cloud services. Join a collaborative team culture with competitive benefits and opportunities for professional development.

Benefits

Competitive Base + Commission

Stock Options

Health and Welfare Plans

Life and Disability Plans

Retirement Plan

Unlimited Flexible Paid Time Off

Collaborative Team Culture

Qualifications

• 5 to 7 years in customer success or account management in tech.
• 2 years in a leadership role managing a customer success team.

Responsibilities

• Lead and mentor a team of Customer Success Managers.
• Cultivate strong relationships with key customers.
• Drive revenue forecasting and risk documentation.

Skills

Customer Success

Leadership

Contract Negotiation

Conflict Resolution

Data Analysis

Tools

CRM Software

Job description

Manager, Customer Success Management - EMEA

Join to apply for the Manager, Customer Success Management - EMEA role at Nerdio.

About Nerdio

Nerdio adds value on top of the powerful capabilities in Azure Virtual Desktop, Windows 365, and Microsoft Intune by delivering hundreds of features that simplify management, ensure efficient operations, and lower Azure compute and storage costs by up to 80% via automation.

Leveraging Nerdio, partners can manage customers’ cloud environments through streamlined, multi-tenant, workflow-powered technology that allows them to create and grow cloud-based recurring revenues. Enterprise IT professionals can deliver and maintain a wide range of virtual Windows endpoints across hybrid workforces with ease and fine-tune end-user computing (EUC) approaches for maximum effectiveness using powerful monitoring and analytics capabilities.

We are a fast-moving, nimble company looking for individuals who are collaborative, empathetic, driven, and who love to move at the speed of light. If you want to be part of the AVD transformation that Microsoft and Nerdio are leading, then we want to speak with you.

What You'll Do

1. Lead and mentor a team of Customer Success Managers, providing guidance, support, and professional development opportunities.
2. Foster a positive and collaborative team culture that emphasizes customer-centric values and continuous improvement.
3. Drive revenue forecasting and risk documentation for visibility to senior leadership.
4. Develop tactics, objectives, key results, activities, and milestones to protect and grow MRR, including onboarding, product adoption, and ongoing support.
5. Cultivate strong relationships with key customers, acting as a point of escalation and ensuring their voices are heard within the organization.
6. Collaborate with marketing and sales teams to identify and leverage customer success stories and testimonials.
7. Enable new hires, ensuring they have the necessary skills and knowledge to excel in their roles.
8. Stay informed about industry best practices and emerging trends to continuously enhance the team's capabilities.

Qualifications

• Demonstrated team lead experience in a customer success or account management role within the technology industry, with a track record of driving customer success and revenue expansion.
• Strong software background in an XaaS business such as SaaS, DaaS, or IaaS, with a preference for candidates experienced in managing customer relationships across IT Operations, Finance, and Software Engineering.
• Proficiency in contract negotiation and conflict resolution.
• Ability to recognize and maximize expansion opportunities with accurate forecasting.
• Comfort with owning a commercial relationship and proven ability to build strong relationships with customers, especially at the executive level, following a LAER model (land, adopt, expand, retain).
• Ability to articulate value proposition with a technical theme.

Required Experience

• 5 to 7 years of experience in a customer success or account management role within the technology industry.
• At least 2 years of experience in a leadership role managing a team of customer success professionals.
• Strong understanding of cloud computing, IT services, or related fields, with familiarity with the Microsoft Azure ecosystem preferred.
• Proven ability to build and maintain strong customer relationships, handle escalations, and resolve issues.
• Experience with CRM software and relevant tools.
• Understanding of customer success metrics and data analysis skills.

Benefits And Incentives

• Competitive Base + Commission
• Stock Options
• Health and Welfare Plans*
• Life and Disability Plans*
• Retirement Plan*
• Unlimited Flexible Paid Time Off, including your birthday off!
• Collaborative Team Culture
• Benefits for international employees vary by country.

Nerdio is committed to a diverse and inclusive workplace. We are an equal opportunity employer and do not discriminate based on race, national origin, gender, gender identity, sexual orientation, veteran status, disability, age, or other protected categories.

Pay Range

USD 170,000 - 190,000 per year (Remote, United Kingdom)