Manager, Customer Success

Confluent; United Kingdom; Remote; GBP 70,000 - 90,000; Full time

Job summary

A leading data streaming platform company is seeking a Manager for Customer Success to lead and develop a high-performing team. The ideal candidate will have over 10 years' experience in Account Management, with a focus on increasing customer satisfaction and retention. This role requires strong leadership, a customer-centric approach, and the ability to drive team collaboration. Join us to shape the future of data movement.

Qualifications

• 10+ years’ experience in Account Management, Sales, or Customer Success.
• 5+ years in leadership with managed a team of 5+ direct reports.
• Experience with contract negotiation.

Responsibilities

• Oversee a team of Customer Success Managers.
• Accountable for success metrics of a defined account base.
• Collaborate with various teams to enhance customer success.

Skills

People management

Customer-centric mindset

Strong communication skills

Risk identification and mitigation

Job description

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

Description

We’re not just building better tech. We’re rewriting how data moves and what the world can do with it. With Confluent, data doesn’t sit still. Our platform puts information in motion, streaming in near real-time so companies can react faster, build smarter, and deliver experiences as dynamic as the world around them.

It takes a certain kind of person to join this team. Those who ask hard questions, give honest feedback, and show up for each other. No egos, no solo acts. Just smart, curious humans pushing toward something bigger, together.

One Confluent. One Team. One Data Streaming Platform.

About the Role:

We’re looking to expand our Customer Success leadership team in EMEA within the wider Customer Solutions Group. The Manager, Customer Success will be a strategic leader helping to define and scale our EMEA Customer Success function. You will lead, develop, and grow a high-performing team focused on driving customer success, retention, and expansion across key European regions. They will drive a high performance, high accountability to meet and exceed adoption, retention and growth goals. We are seeking candidates who have a passion for using data and creative thinking to drive constant improvement to Confluent’s processes and customer engagements. An ideal candidate will be an advocate for their teammates and their customers alike.

Confluent has not even scratched the surface of the market opportunity, we have a culture that aligns with the exceptional values of our company and we’ve won over 20 awards to evidence that, and the message we have for you is this; Companies are buying, we have a large untapped market where, with some hard work and a common goal, you have the opportunity to earn well, do a job you love and be something really special.

A career within our collaborative organisation will present you with unique and endless possibilities and challenges; you will play a key role in driving Customer Success, renewals and expansion for both Enterprise and middle market accounts.

What You Will Do - responsibilities:

• Directly oversee a team of Customer Success Managers, including coaching, mentorship, and assistance to measure, promote, and maintain high levels of customer health, as well as ensuring CSMs have all resources needed to be successful in their daily workflow.
• Planning an efficient and effective account coverage in their region, in line with the EMEA CSG coverage guidelines.
• Accountable for success metrics of a defined account base across EMEA.
• Leading the Enterprise and Scale Success Success motions in their region.
• Drive Strategic Forecasting: Own the regional Customer Success renewal forecast, collaborating with senior Sales and CSG leadership to provide actionable insights and strategic recommendations necessary to achieve best-in-class retention rates by ensuring maximum customer value realization
• Partnering with the management team of the rest of the CSG roles (Solutions Engineers, Customer Technical Success Managers) for an optimal synchronization across roles. The candidate should have a strategic approach to driving results in partnership with other functions.
• Collaborating with sales, support, marketing, and other field teams on addressing issues which may be impeding customers’ success with Confluent products and expansion of use within an account.
• Continuously working to improve and scale the Global Customer Success organization by sharing process frameworks, tools, and best practices that can be easily adopted to increase organizational development and efficiency.

What We're Looking for:

• Strong people manager and mentor. Thrives in motivating a distributed team.
• Must believe in cultivating in a “one team” collaborative atmosphere.
• 10+ years’ relevant experience in Account Management, Sales, Customer Success with a track record of increasing customer satisfaction, adoption, and retention.
• 5+ years in leadership with a track record of previously successfully managed a team of +5 direct reports.
• Open, growth mindset and high degrees of self accountability, fostered in a face-paced, high growth, dynamic environment. Comfort with uncertainty, ambiguity and rapidly changing circumstances.
• Strong executive presence, communication (verbal, written, presentation) and facilitation skills with experience engaging and partnering at all levels internally and with key external stakeholders.
• Strong customer-centric mindset. Awareness of customer journey framework with the ability to prescribe ideal outcomes and guide customers along the path.
• Experience identifying risk and running mitigation plays against customer churn. In tandem, proactively crafting structures to ensure risk does not become a pattern across a base of accounts.
• Contract negotiation experience with ability to provide timely recommendations and drive decisions for mutually beneficial outcomes.
• Enterprise technology aptitude.

Extra Credit:

• Prior experience working at a company with SaaS product offerings.
• Experience producing management dashboards and scorecards using BI solutions such as Metabase or Tableau.
• Any European language proficiency (German, French, Spanish) and experience with data streaming or cloud software technologies is a plus.

Ready to build what's next? Let’s get in motion. Come As You Are

Belonging isn’t a perk here. It’s the baseline. We work across time zones and backgrounds, knowing the best ideas come from different perspectives. And we make space for everyone to lead, grow, and challenge what’s possible.

We’re proud to be an equal opportunity workplace. Employment decisions are based on job-related criteria, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other classification protected by law.