EMEA Customer Success Leader - Remote

Sphera; United Kingdom; On-site; GBP 90,000 - 130,000; Full time

Job summary

Sphera is seeking an influential EMEA Customer Success Leader to guide a team of roughly 8 CSMs and several managers, driving retention, adoption and expansion across enterprise accounts.

You will partner with Sales, Product, and Professional Services to deliver a seamless customer experience and set KPIs, governance, and scalable processes across the region. This role offers remote work options in a global SaaS environment.

Qualifications

• 8-12+ years of experience in Customer Success or related function
• Experience leading and developing Customer Success teams, including managers
• Proven track record in enterprise and strategic customer relationships
• Strong commercial understanding with renewals, cross-sell and upsell experience
• Experience with CRM and CS platforms such as Salesforce, Clari, Vitally, or similar
• Exceptional leadership, coaching, and stakeholder management skills

Responsibilities

• Lead and manage the EMEA Customer Success organisation and ~8 CSMs
• Set objectives, KPIs and performance expectations; coach and develop team
• Drive customer retention, health, adoption, renewal and expansion metrics
• Collaborate with Sales, Account Management, Product and Engineering to ensure seamless customer experience
• Oversee executive business reviews and strategic engagements with key accounts
• Provide regular updates to senior leadership on health and performance of the EMEA portfolio

Skills

Leadership

Customer Success

Strategic thinking

SaaS

CRM

Stakeholder management

Education

Bachelor’s degree or equivalent

Tools

Salesforce

Clari

Vitally

Job description

Sphera is seeking an influential EMEA Customer Success Leader to guide a team of roughly 8 CSMs and several managers, driving retention, adoption and expansion across enterprise accounts.

You will partner with Sales, Product, and Professional Services to deliver a seamless customer experience and set KPIs, governance, and scalable processes across the region. This role offers remote work options in a global SaaS environment.