EMEA Strategic Support & Renewal Lead

Kyriba; Staines-upon-Thames; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Kyriba is seeking a Senior Support Account Manager to own the Gold, APEX, Premium and Platinum support experience for strategic UK and EMEA customers. Based in Staines with hybrid working, you will lead onboarding, executive reviews and risk management, coordinating across internal teams to drive value and renewals.

The role requires 5–8+ years in client-facing strategic account roles, with strong treasury knowledge and the ability to travel for on-site visits as needed.

Qualifications

• 5–8+ years of client-facing experience in strategic account management, customer success, premium support, or enterprise SaaS support.
• Strong knowledge of Treasury and financial operations is a plus.

Responsibilities

• Manage relationships for large, complex UK/EMEA customers as senior point of contact.
• Own end-to-end delivery of Gold, APEX, Premium and Platinum support services.
• Lead onboarding and first Premium/Platinum/Gold or APEX meeting and service-plan alignment.
• Lead monthly or bi-monthly executive customer meetings with KPI reporting and service reviews.
• Act as escalation owner for strategic customers and coordinate internal response.
• Coordinate cross-functional teams to resolve complex cases with various internal groups.
• Partner with Client Success Manager to deliver customer value and renewal readiness.
• Maintain account health, sentiment, service risks and renewal dependencies.
• Guide monitoring usage and risk detection with regional teams.
• Standardize and share best practices across the SAM community.
• Coach and mentor Support Account Managers through product training and Treasury knowledge sharing.

Skills

Executive relationship management

Service delivery governance

Escalation leadership

KPI reporting

Onboarding and activation

Executive meetings

Cross-functional collaboration

Treasury knowledge

Coaching and mentoring

Education

Bachelor’s or graduate degree in Business/Finance/Accounting/CS

Job description

Kyriba is seeking a Senior Support Account Manager to own the Gold, APEX, Premium and Platinum support experience for strategic UK and EMEA customers. Based in Staines with hybrid working, you will lead onboarding, executive reviews and risk management, coordinating across internal teams to drive value and renewals.

The role requires 5–8+ years in client-facing strategic account roles, with strong treasury knowledge and the ability to travel for on-site visits as needed.