Senior Customer Success Manager - EMEA

Qumulo, Inc.; City of Westminster; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading technology company in the UK is seeking a Senior Customer Success Manager to own the customer lifecycle, ensuring successful onboarding, adoption, and retention. The ideal candidate should have over 8 years of experience in Customer Success or Account Management within a B2B SaaS context, strong communication skills, and the ability to manage multiple priorities effectively. This role is vital for maximizing customer value and driving growth through strategic engagement and collaboration.

Qualifications

• 8+ years in Customer Success, Account Management, or Partner Success in a B2B SaaS environment.
• Proven experience managing enterprise accounts and OEM/Channel partners.
• Strong project management skills; able to manage multiple priorities.

Responsibilities

• Own a portfolio of enterprise and strategic customers throughout their lifecycle.
• Drive seamless onboarding processes and coordinate with partners.
• Conduct quarterly business reviews to align with customer goals.

Skills

Customer Success Management

Account Management

SaaS Metrics Understanding

Communication Skills

Project Management

Fluent in Italian, Turkish, French or Spanish

Tools

CS/CRM tools (e.g., Planhat)

Job description

Responsibilities

• Customer Lifecycle Management: Own a portfolio of enterprise and strategic customers, driving onboarding, adoption, retention, and renewals.
• Onboarding & Deployment: Drive seamless onboarding processes and coordinate with OEM/Channel partners, account teams, and customers to ensure successful deployments and expansions.
• Value Realization: Ensure customers and partners achieve measurable outcomes and maximize value from Qumulo products.
• Strategic Engagement: Conduct quarterly business reviews (QBRs/EBRs) and develop tailored success plans aligned with customer goals.
• Collaboration: Partner cross‑functionally with Sales, Product, Operations, and Engineering to resolve escalations, influence roadmap, and optimize customer/partner experience.
• Partner Success: Enable and support OEM and Channel partners, driving joint success initiatives and partner‑led growth.
• Feedback & Advocacy: Provide actionable insights and product feedback; communicate product updates and improvements to customers.
• Mentorship: Support and mentor junior CSMs, sharing best practices and driving process improvements.

Background Check

As part of the employment process, Qumulo conducts comprehensive background checks on all final candidates for employment. The background check process may include a review of criminal history, credit history, employment verification, education verification, and other relevant information. Qumulo is committed to complying with all applicable federal, state, and local laws concerning background checks. We ensure that our background check process is fair, consistent, and transparent, and we follow all legal requirements regarding the timing and scope of such checks. For positions in jurisdictions with specific legal requirements, such as restrictions on the timing of criminal history inquiries, we will conduct these checks in accordance with local laws and only after a conditional offer of employment has been made, where required. For more information on our Applicant and Employee Privacy Notice please click on the link below: https://et5yrgdebta.exactdn.com/wp-content/uploads/2024/10/Qumulo-Global-Professionals-Privacy-Notice-October-2024.pdf

Requirements

• Must reside in UK or Ireland
• 8+ years in Customer Success, Account Management, or Partner Success in a B2B SaaS environment
• Proven experience managing enterprise accounts and OEM/Channel partners
• Strong understanding of SaaS metrics: NRR, churn, adoption, MRR, and ability to leverage data for actionable insights
• Excellent communication, presentation, and relationship‑building skills
• Experience with CS/CRM tools (e.g., Planhat)
• Strong project management and organizational skills; able to manage multiple priorities
• Experience managing up to 75 accounts
• Fluent in 1 or more languages: Italian, Turkish, French, or Spanish

Individual pay depends on various factors, such as role level, relevant experience and skills, and location. Pay ranges are reviewed and typically updated each year. Offers are made within the pay range applicable at the time.

About Qumulo

Customers are the lifeblood of Qumulo. We are seeking strategic, customer‑focused, and results‑driven Senior Customer Success Managers (CSMs) to drive the success of our enterprise customers and OEM/Channel partners. You will own the full customer lifecycle from onboarding and deployment to adoption, retention, and expansion ensuring customers achieve measurable outcomes while building long‑term, trusted relationships. Qumulo is the unstructured data platform to store and manage exabyte‑scale data anywhere at the edge, in the core data center and in the cloud. With unstructured data growing in more locations faster than ever before, enterprises today need a way to store, manage, and curate data simply and efficiently in any location, on any platform. This is precisely what Qumulo was founded to accomplish. At Qumulo, we are building an open and collaborative culture where people can do their best work with customers as our magnetic field. We act as owners, we share by default, we are data driven and experimental and as an inclusive workplace, we encourage and celebrate multiple points of view. As part of our culture we believe diversity drives innovation.