Manager of Customer Success EMEAJAPAC

TRG Screen; Greater London; On-site; GBP 65,000 - 80,000; Full time

Job summary

A leading subscription management firm in Greater London seeks a Manager of Customer Success to lead a team, ensuring exceptional customer experiences while driving retention and revenue growth. In this dynamic role, you will coach and mentor your team while collaborating with various functions to achieve strategic goals. Ideal candidates will have a proven track record in Customer Success within a SaaS environment and demonstrate strong leadership, analytical, and communication skills. You will play a pivotal role in enhancing customer satisfaction while contributing to your team's overall success.

Qualifications

• 5 years in Customer Success or similar roles in a SaaS environment.
• Proven track record in meeting and exceeding KPIs.
• Experience leading and managing teams for 2+ years.

Responsibilities

• Manage a team of Customer Success Managers.
• Own a retention number and drive optimal renewal outcomes.
• Guide CSMs in managing renewals and upsell opportunities.

Skills

Customer Success Management

Team Leadership

Analytical Skills

Strategic Thinking

Customer Relationship Management

Problem-Solving

Tools

Gainsight

ChurnZero

CRM Systems

Job description

Join TRG Screen: Building World-Class Teams. One Expert at a Time.

Are you ready to be part of a dynamic team at the forefront of subscription spend management innovation

At TRG Screen we are not just redefining how organizations manage their subscription expenses but shaping the future of the industry. With cutting‑edge solutions and a commitment to excellence we empower businesses around the globe to optimize their subscription investments and drive sustainable growth.

Join us in our mission to revolutionize subscription management and make a meaningful impact on the way businesses access and utilise critical information. At TRG Screen your talent and ambition will find a home where opportunities for growth and advancement abound.

About TRG Screen

TRG Screen is the leading provider of market data and subscription management technology and automation solutions tailored to the unique needs of financial institutions and legal firms. Our integrated suite of solutions includes market data and subscription spend management, usage management, compliance reporting, and comprehensive managed services which hundreds of clients worldwide use to remove cumbersome and inaccurate manual processes and gain control over market data and subscription costs at scale. For more than 25 years TRG Screen has enabled businesses who rely on market data to monitor and strategically manage spending and usage of data and information services including market data research, software licenses, consulting and other necessary corporate expenses. TRG Screen solutions give decision‑makers full transparency into subscription spend and usage enabling them to proactively manage subscription costs at scale, conduct more informed vendor negotiations, improve governance and avoid unnecessary spending on these mission‑critical business services. TRG Screen is headquartered in New York City with offices in Europe and Asia as well as a 24×7 client support centre in Bangalore, India.

TRG Screen is a portfolio company of Vista Equity Partners, one of the world’s largest and most respected private equity firms.

The Role

As Manager of Customer Success – EMEA / JAPAC at TRG Screen you will be a front‑line manager leading a team of Customer Success Managers in their work to drive optimal customer experience. This role you will be responsible for guiding team members to deliver exceptional customer experiences, foster retention and drive revenue growth. As a leadership representative in the Customer Organization you will help execute strategies and vision while coaching, mentoring and developing your team to become trusted advisors to TRG Screen customers. Additionally you will collaborate with customer‑facing functions (Sales, Professional Services, and Managed Services teams) as well as cross‑functional teams (Product, Marketing, Development) to ensure accountability to our team metrics, customer outcomes and overall business impact. You will also play a critical role in shaping and executing strategies supporting customer escalations, leading key transformation initiatives and advocating for customer needs across the organisation.

Responsibilities

• Manage a team of Customer Success Managers (CSMs) including hiring, onboarding, coaching and developing high‑performance team members while also enforcing performance management.
• Own a retention number helping your team to deliver accurate forecasts and drive optimal renewal outcomes.
• Guide and coach CSMs in prioritizing accounts, managing renewals and identifying upsell opportunities.
• Develop team processes to enhance customer experience and maximise efficiency.
• Partner with internal departments and customers to resolve escalations and ensure alignment on customer goals.
• Create and deliver executive‑level reporting on customer retention and growth initiatives.
• Oversee quarterly business reviews to maintain alignment on customer objectives.
• Serve as a key stakeholder in progressing priority team initiatives and projects to optimise the state of our team and customer landscape.
• Travel up to 25 % annually for team and client meetings as needed.

Skills and Qualifications

• 5 years in Customer Success / Account Management or a similar role in a SaaS environment.
• 2 years of experience leading and managing teams.
• Self‑motivated with a proven track record in meeting and exceeding KPIs in a software / technology sales or consulting role.
• Proven ability to inspire and manage a team toward measurable outcomes.
• Demonstrated ability to think strategically about business products and technical challenges.
• Expertise in building customer relationships and ensuring long‑term satisfaction.
• Strong analytical skills to monitor key performance metrics and identify trends.
• Adept at managing escalations and solving complex customer challenges.
• Skilled in using Customer Success tools (e.g. Gainsight, ChurnZero) and CRM platforms.
• Exceptional written and verbal communication skills, including experience presenting to executive stakeholders.
• Curious with a customer‑centric mindset.
• Ability to show empathy when troubleshooting challenges.
• Skilled problem‑solver with a focus on outcomes.
• Passionate about mentoring and fostering team growth.
• Organised, detail‑oriented and driven by results.
• Adaptable to a fast‑paced, evolving environment.

Join TRG Screen and unlock your potential in an environment where innovation thrives and your contributions make a difference. We are an equal‑opportunity employer. We recognise and value the power of diversity in our workplace and are committed to being an employer of choice for everyone. We welcome and encourage applicants from all backgrounds. All applications for employment are considered strictly on the basis of merit.

At TRG Screen we understand that diverse and inclusive teams are not just beneficial, they are essential to our success. We recognise that embracing diverse perspectives, backgrounds and experiences fosters innovation, enhances problem‑solving capabilities and drives better business outcomes. By cultivating a culture of inclusion where every voice is heard and valued we empower our world‑class teams to thrive, excel and drive positive change.

We are proud of our diverse workforce and are dedicated to creating a safe and welcoming environment for all employees. People from various ethnicities, ages, genders and abilities are encouraged to apply.

Employment Type

Full Time

Vacancy

1