Customer Success Manager

Job Title : Customer Success Manager - Renewals EMEA

Employment Type : Full-Time

Reports To : Operations Manager

Job Summary : The Customer Success Manager is responsible for leading a soon to be established renewals department within the sales organization.

This role focuses on managing and growing a team that oversees hundreds of customer renewal inquiries remotely, ensuring customer retention through effective cross-selling, upselling, and risk mitigation strategies. A key aspect of this role is the establishment and development of the Customer Care Package (CCP) renewals process before further departmental operations can take place.

The Manager will be responsible for setting up the entire CCP renewals framework, including defining processes, implementing systems, and ensuring alignment with the overall business strategy. The role is pivotal in driving annual recurring revenue (ARR) from a subset of EMEA-based customers, ensuring minimal churn and maximizing contract renewals.

The position also involves data-driven decision-making, process improvement, and collaboration with key internal stakeholders to enhance customer satisfaction and revenue growth.

Key Responsibilities :

1. Establishment of CCP Renewals Framework
   1. Design and implement the CCP renewal's structure, ensuring all processes are clearly defined and effectively executed.
   2. Set up necessary systems and tools to manage renewals efficiently.
   3. Develop a strategy to integrate the CCP renewals process within the broader sales and customer success teams.
   4. Ensure alignment with SAP systems, including the customer care and service models, for a seamless customer experience.
   5. Establish, grow, and maintain a highly skilled Salesforce (SFDC) operations team.
   6. Hire, onboard, train, and continuously develop new and existing team members.
   7. Foster a high-performance culture through coaching, motivation, and structured goal setting.
   8. Conduct regular team meetings and ensure open communication with key departments.
2. Customer Renewal & Revenue Growth
   1. Oversee early, accurate, and timely renewals of customer contracts.
   2. Implement strategies to minimize customer churn and enhance retention.
   3. Drive upselling, cross-selling, and down-selling initiatives to maximize revenue opportunities.
   4. Collaborate with sales and customer success teams to identify and act on revenue growth opportunities.
3. Process Optimization & Data Management
   1. Monitor dashboards to track KPIs, ensuring strong system hygiene and data integrity.
   2. Analyse customer service Net Promoter Scores (NPS), customer gross profit, and churn risk.
   3. Identify and implement process improvements to enhance operational efficiency.
   4. Utilize analytics, automation, and digital tools to streamline workflows and improve scalability.
4. Strategic Collaboration & Reporting
   1. Work cross-functionally with Sales, Finance, Customer Success, Business Intelligence, and Operations teams.
   2. Develop and drive strategic initiatives that promote revenue growth and customer retention.
   3. Generate and present reports on key metrics, customer insights, and business performance.
   4. Manage and optimize the implementation of new technologies and programs.

Required Skills & Qualifications :

1. Bachelor's degree in Business, Sales, or a related field (preferred).
2. 5+ years of experience in customer renewals, sales operations, or subscription-based revenue management.
3. 5-7 years of SAP knowledge, including exposure to the customer care model and service model on SAP.
4. Proven leadership experience in managing and developing high-performance teams.
5. Strong analytical skills with experience in KPI tracking, data interpretation, and strategic planning.
6. Proficiency in Salesforce (SFDC) or other CRM platforms.
7. Excellent problem-solving, decision-making, and negotiation skills.
8. Ability to work cross-functionally and collaborate with multiple business units.
9. Strong organizational, time management, and project management abilities.
10. Experience in process automation, digital sales, and revenue optimization.
11. Effective communication and interpersonal skills, with the ability to engage stakeholders at all levels.

Preferred Skills :

1. Experience in managing customer renewals in a SaaS, IT, or subscription-based industry.
2. Knowledge of business intelligence tools and data analytics.
3. Experience working in a global organization with remote teams.
4. Understanding of customer experience management and customer loyalty strategies.