Senior Customer Success Manager EMEA

Alida Inc.; City of Westminster; On-site; GBP 55,000 - 75,000; Full time

Job summary

A leading SaaS company in the UK seeks a Senior Customer Success Manager responsible for driving customer adoption and success. You will engage with executives, manage 12-15 accounts, and support local marketing initiatives. The ideal candidate has over 4 years of experience in customer success and fluent in both English and French. This role requires strong time management and problem-solving skills.

Qualifications

• Minimum 4 years of experience in customer success, business development, or account management.
• Experience in a fast-paced SaaS environment is ideal.
• Proven ability to work with cross-functional teams.

Responsibilities

• Develop and manage relationships with 12-15 customers.
• Drive customer adoption and success.
• Conduct regular reviews on goals and opportunities.

Skills

Fluent in English

Fluent in French

Time management

Problem-solving skills

Public speaking

Team player

Initiative

Education

Post-secondary educational degree

Tools

Microsoft Office

Job description

Overview

Senior Customer Success Manager in EMEA responsible for championing our platform to help organisations build better products, deliver better services and achieve better business outcomes. You are the day-to-day contact for customers, driving adoption and success, educating them on best practices to strengthen engagement through our platform. You will also inspire customers to see how the platform supports broader business needs and strategic opportunities.

You will be highly consultative, developing and refining customer success strategies and best practices. You will engage with executives on complex client issues and strategic accounts.

Responsibilities

• Develop and manage value-based relationships with roughly 12-15 customers.
• Maintain a real-time understanding of customers and their adoption of our platform.
• Collaborate with customers to develop Success Plans / Value Realization Plans as blueprints for achieving goals.
• Conduct regular reviews (weekly, monthly and quarterly) on goals, obstacles, insights and opportunities.
• Uncover risk or latent needs through discovery sessions and define long-term account plans for growth.
• With input from your director, drive and manage renewals across your book of business.
• Identify opportunities to cross-sell and upsell additional solutions.
• Collaborate with the director and sales to grow relationships beyond the day-to-day contact across new stakeholders or business units.
• Own renewal and expansion strategy, leading contract negotiations and forecasting while keeping leadership aligned.
• Be the leading advocate for our solutions within the customer organisation and inspire strategic thinking about platform impact.
• Understand the customer organisation to build engagement and value and enable best practices for adoption.
• Act as the key point of contact for customer relationships; welcome and engage Alida customers at strategic and tactical levels to map goals to solution outcomes.
• Provide exemplary service and proactively identify risk indicators; escalate when needed and follow up to exceed expectations.
• Serve as the leading customer advocate within Alida, collaborating with sales, support, services, product and other teams to deliver a world-class experience.
• Champion customer needs for product and service improvements; identify adoption challenges, CSAT risks and churn indicators; develop remediation plans as needed.
• Collaborate internally to develop resources that advance solution adoption and customer success; create enablement assets (blogs, best practices, etc.).
• Support local marketing initiatives (user groups, industry events, webinars) including content creation, attendance and presentation.

Qualifications

• Very strong command of English and full professional fluency in French (native or bilingual preferred).
• Post-secondary educational degree.
• An Enterprise SaaS background from a fast-growing SaaS company is ideal.
• Minimum 4 years of experience in customer success, business development, management consulting, or account management, or a similar role.
• Post-sales software experience as a CSM or Account Manager is highly desirable.
• Proven ability to work in a high-energy, fast-paced environment with cross-functional teams (Sales, Product, Marketing, etc.).
• Ability to manage and be accountable for your book of business; excellent time management and problem-solving skills.
• Strong initiative, ability to sell ideas, and capacity to inspire others with a professional presence and public speaking skills.
• Gravitas to speak eloquently with senior executives and larger groups; strong aptitude for technology and willingness to learn new software.
• Proficient with Microsoft Office (PowerPoint, Word, Excel) and capable of creating well-formatted, visually compelling information.
• Team player who collaborates effectively with others.

Legal and Diversity

We encourage applications from all people regardless of race, religion, gender, age, disability status or sexual orientation.