Technical Customer Success Manager EMEA

Space Executive; Teanford; On-site; GBP 60,000 - 85,000; Full time

Job summary

A leading company is seeking an EMEA Technical Customer Success Manager to drive client success and oversee customer relationships across the EMEA region. The role demands hands-on technical expertise in Operational Technology, excellent project management skills, and a proactive approach to ensure customer satisfaction and growth.

Qualifications

• 5-7 years of experience in technical customer success management.
• Strong technical background in cybersecurity.
• Leadership experience, preferably in the EMEA region.

Responsibilities

• Develop strategies to improve customer satisfaction and retention.
• Build and maintain relationships as the primary point of contact for technical matters.
• Lead onboarding and training for new clients.

Skills

Problem-Solving

Communication

Project Management

Customer-Centric Mindset

Team Collaboration

Job description

As the EMEA Technical Customer Success Manager, you will play a crucial role in driving client success across the EMEA region while coordinating efforts between headquarters and field teams. You will be the technical leader overseeing the customer relationship throughout the entire journey. As a hands-on technical expert, you’ll also need project management and communication skills to effectively manage multiple customers during different phases of the product lifecycle.

Your dual responsibilities will center around ensuring customer satisfaction and growth, while providing regional leadership to align field operations with the global strategy.

This position is highly technical, requiring hands-on experience with complex Operational Technology (OT) environments. The ideal candidate will be able to support solutions within these environments, including troubleshooting, configuration, and performing system upgrades. A strong understanding of industrial networks, cybersecurity, and OT protocols is essential to success in this role. You must also be able to address technical challenges in OT ecosystems and offer practical, real-time support to ensure optimal performance.

In this role, you will:

• Develop and implement strategies to improve customer satisfaction, retention, and expansion within the region.
• Customer Relationship Management: Build and maintain strong, long-term relationships with customers, acting as the primary point of contact for technical matters.
• Onboarding & Training: Lead the onboarding process for new clients, ensuring smooth deployment, and provide comprehensive training to maximize product adoption.
• Technical Troubleshooting: Serve as the technical liaison for customers, resolving complex technical inquiries and collaborating with the customer support team and other internal technical teams for solutions.
• Proactive Account Management: Monitor customer health, proactively address challenges, and identify opportunities for upselling or cross-selling additional services or products.
• Account Renewals & Expansions: Manage the renewal process by demonstrating ongoing value to customers. Identify opportunities for growth within accounts, driving expanded product usage and adoption. Work with sales and leadership to accurately forecast renewals and mitigate churn.
• Customer Advocacy: Represent the voice of the customer within the organization, providing feedback to product, engineering, and marketing teams for continuous improvement.
• Product Expertise: Develop deep technical knowledge of products and services to assist customers with best practices, integrations, and custom configurations.
• Customer Success Planning: Collaborate with customers to define and track success metrics, ensuring alignment with business goals and continuous value delivery.

Requirements:

• 5-7 years of proven experience as a technical customer success manager.
• Experience managing customer renewals and driving account expansion.
• Technical background in the cybersecurity space.
• Experience working in a start-up environment.
• Experience in managing relationships with enterprise clients.
• Leadership experience in a regional capacity, preferably within the EMEA region.
• Problem-Solving Skills: Ability to diagnose complex technical issues, propose solutions, and explain technical concepts to non-technical users.
• Communication Skills: Strong interpersonal and communication skills, with the ability to build rapport and clearly explain technical topics to customers at all levels.
• Project Management: Experience managing customer projects and delivering results within defined timelines.
• Customer-Centric Mindset: A proactive approach to understanding customer needs and the ability to advocate for their success both technically and strategically.
• Team Collaboration: Proven ability to work cross-functionally with sales, product, engineering, and marketing teams.

Nice to have:

• OT cybersecurity experience.
• Experience managing and delivering recurring customer engagements (QBRs, EBRs, etc.).