Customer Success Manager EMEA

Stott and May; Emea; On-site; IDR 1.138.581.000 - 1.626.546.000; Full time

Job summary

Stott and May is seeking a Customer Success Manager (EMEA) to manage key account relationships in the rapidly growing Web3 market. This position focuses on customer onboarding, retention strategies, and identifying upsell opportunities while collaborating with cross-functional teams to enhance customer experience. The ideal candidate will have experience in B2B SaaS or cybersecurity, along with strong communication skills and a good understanding of Web3 dynamics.

Qualifications

• 5+ years of experience in Customer Success or Technical Account Management.
• Experience in B2B SaaS or cybersecurity companies.
• Strong ability to align customer needs with product capabilities.

Responsibilities

• Own customer onboarding and ongoing success for EMEA clients.
• Build strong stakeholder relationships at all levels.
• Identify and qualify upsell/expansion opportunities.

Skills

Customer Success

Technical Account Management

Communication

Stakeholder Management

Upselling

Job description

About the Company
This fast-growing leader in real-time threat prevention for Web3 empowers protocols, bridges, and DeFi platforms to detect and stop exploits before they happen. The platform is trusted by top crypto-native organizations to safeguard billions in on-chain value.

Backed by world-class investors and experiencing rapid growth, the company is building a customer-centric organization focused on helping clients stay secure, agile, and ahead of threats. It is now seeking a Customer Success Manager (EMEA) to support its mission across the region.

Role Overview
The Customer Success Manager (EMEA) will be responsible for managing post-sale relationships with some of the most innovative Web3 organizations in the region. This individual will ensure smooth onboarding, strong adoption, and consistent delivery of customer value.

They will also play a critical role in identifying upsell and expansion opportunities and collaborating with the Sales team, while a dedicated Renewals Manager will handle renewals. This position is ideal for a technically-minded, proactive professional who thrives on customer impact and cross-functional collaboration in a fast-paced, security-focused Web3 environment.

Key Responsibilities

• Own customer onboarding and ongoing success for a portfolio of EMEA-based clients

• Build strong stakeholder relationships across technical, security, and executive levels

• Develop and execute tailored success plans aligned with KPIs and measurable outcomes

• Drive product adoption, including integration setup, alert optimization, and incident response workflows

• Identify and qualify upsell/expansion opportunities (e.g., additional features, chains, or teams) and partner with Sales to execute

• Collaborate with the Renewals Manager to support retention efforts and provide customer context

• Deliver strategic touchpoints including usage reviews, check-ins, and Quarterly Business Reviews (QBRs)

• Act as the voice of the customer, relaying insights to Product and R&D teams to inform roadmap development

Qualifications

• 5+ years of experience in Customer Success or Technical Account Management within a B2B SaaS or cybersecurity company

• Background in supporting technical customers, ideally in Web3, cloud security, or developer tools

• Strong ability to align customer needs with product capabilities and articulate business value

• Demonstrated success in identifying commercial signals and collaborating with Sales on expansion opportunities

• Excellent verbal and written communication skills across technical and business audiences

• Working knowledge of Web3 and DeFi ecosystems

• Fluency in English (additional EMEA languages are a plus)

• Resides within the EMEA time zone