EMEA | Full-Cycle Success Account Manager

Humand; Greater London; On-site; GBP 45,000 - 60,000; Full time

Job summary

A digital HR solutions provider is looking for a motivated client success manager to oversee the entire customer lifecycle for EMEA clients. This hybrid role requires fluency in English and Portuguese, ensuring thorough onboarding and account management. Ideal candidates will demonstrate experience with B2B SaaS enterprise accounts and a proactive approach to client relations. Join us in empowering workplaces for success and happiness.

Qualifications

• Proven experience managing EMEA B2B SaaS clients with a focus on enterprise accounts.
• Comfortable with negotiating and training EMEA enterprise executives.
• Ability to create structure from ambiguity and build processes from scratch.

Responsibilities

• Lead the complete customer journey from implementation to renewal.
• Manage onboarding, platform configuration, and training for clients.
• Drive user engagement and monitor platform adoption metrics.
• Identify upselling opportunities and prevent churn.
• Document and iterate EMEA onboarding and customer success processes.

Skills

Fluency in English

Fluency in Portuguese

Experience with EMEA B2B SaaS clients

Process-oriented mindset

Job description

At Humand, we help companies digitize their internal communication, culture, and human resources processes all in one place. Would you like to be part of the digital revolution in the HR space? 🚀 This is a unique, hybrid role. You won't just hand off clients after implementation or inherit them post-launch. You will own the entire customer lifecycle for our EMEA clients.

What You’ll Do In Your Day-to-day

• End-to-End Ownership: Lead the complete journey of our EMEA clients. You are their primary point of contact from implementation to renewal.
• Flawless Onboarding: Manage the initial setup, platform configuration, and training. You will guide clients through the technical and strategic implementation of Humand, ensuring a fast Time-to-Value.
• Strategic Account Management: Drive user engagement, monitor platform adoption metrics, and hold strategic reviews with key stakeholders to ensure ROI.
• Expansion & Retention: Identify upselling and cross-selling opportunities (new modules, more users) and proactively prevent churn.
• Build the Playbook: We are scaling fast. We need you to define, document, and iterate our EMEA Onboarding and CS processes from scratch. You will build the frameworks that future team members will use.

What we are looking for

• Fluency in English & Portugese is an absolute must. You will be negotiating, training, and pushing back with EMEA Enterprise executives.
• Proven experience managing EMEA B2B SaaS clients. Experience handling Enterprise accounts is highly valued.
• Mindset & Soft Skills: You are confident, proactive, and not afraid to challenge clients or push them to meet implementation deadlines.
• Process-oriented: You have a builder mentality and love creating structure out of ambiguity.
• Adaptable: You enjoy the complexity of an Enterprise account but don't mind rolling up your sleeves for smaller accounts.

💡 Our mission is to empower people at work to make them happier and more successful.

You can read more about us at: https://humand.co/