Remote Customer Success Manager Lead (EMEA/APAC)

Jobgether; United Kingdom; Remote; GBP 64,000 - 74,000; Full time

Benefits offered by this job

Competitive compensation

UK base with global scope

Job summary

Jobgether is seeking a Manager, Customer Success Managers for a fully remote role based in the United Kingdom. You will lead a 4–6 person team across EMEA/APAC, coaching on renewals, churn reduction, and expand opportunities while collaborating with Sales, Support, and Product to drive ARR and customer outcomes.

The role emphasizes data-driven processes, forecasting, and robust onboarding/playbooks to optimize customer health and retention in a fast-paced B2B SaaS environment.

Qualifications

• 5-8 years of overall Customer Success experience, including at least 1-2 years of direct management experience leading Customer Success Managers or other customer-facing teams.
• Experience in B2B SaaS, managing onboarding through adoption, renewal, and expansion.
• Experience in technology, fraud prevention, or cybersecurity is highly preferred.
• Demonstrated success helping a team achieve net revenue retention (NRR) and gross revenue retention (GRR) targets while maintaining accurate forecasts.
• Familiarity with CS platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk.
• Excellent communication skills, with the confidence to lead conversations with technical contacts, operational teams, and executive stakeholders.
• Ability to work effectively in a fully remote, asynchronous environment using tools such as macOS, Slack, Google Workspace, and Zoom.
• Willingness to travel for customer meetings and company events as required.
• A team-first mindset, strong accountability, and a commitment to continuous learning, helpfulness, and professional growth.

Responsibilities

• Lead and coach a team of 4-6 CSMs across EMEA and APAC.
• Support renewals, churn risk mitigation, and account expansion discussions.
• Interview, train, and onboard new Customer Success Managers for ramp-up.
• Monitor renewal timelines, product usage, churn risks, and potential downsells.
• Maintain accurate forecasts for renewals and account performance; escalate risks early.
• Partner with Sales to drive upsell and cross-sell opportunities.
• Improve CS processes, playbooks, onboarding, renewal management, and materials.
• Ensure data quality in Salesforce and Planhat for reliable reporting.
• Represent CS priorities to Sales, Support, Product, and other stakeholders.
• Advocate for ARR growth and long-term account value.
• Foster a collaborative, accountable team culture focused on learning and teamwork.

Skills

Team leadership

Strategy

Renewals management

Cross-functional collaboration

Forecasting

Tools

Planhat

Gainsight

Salesforce

Zendesk

Claude

Gemini AI

Job description

Jobgether is seeking a Manager, Customer Success Managers for a fully remote role based in the United Kingdom. You will lead a 4–6 person team across EMEA/APAC, coaching on renewals, churn reduction, and expand opportunities while collaborating with Sales, Support, and Product to drive ARR and customer outcomes.

The role emphasizes data-driven processes, forecasting, and robust onboarding/playbooks to optimize customer health and retention in a fast-paced B2B SaaS environment.