Customer Success Manager EMEA (m/w/d)

📋 Description

• Own the end-to-end post-sale relationship for a portfolio of ecommerce, fintech and betting
• Lead onboarding calls and dashboard workshops to get new customers to first value fast
• Monitor account health and usage data to catch churn risk early, and act on it before it escalates
• Build content and engagement strategies tied to each customer's goals, using Storyly's widgets
• Run regular business reviews that connect product usage to measurable outcomes — conversion
• Own renewals and identify expansion opportunities, negotiating commercial terms directly rather

🎯 Requirements

• 3+ years in a customer-facing Customer Success or Account Management role at a B2B SaaS company
• Demonstrated ownership of commercial outcomes such as renewals, upsell, negotiation
• Proven success with mid-market or enterprise accounts, ideally in e-commerce, retail, fintech
• Comfortable reading usage and analytics data to diagnose adoption gaps, not just report on them
• Track record of working cross-functionally with Product and Engineering to close customer issues
• Able to travel customer offices and events, around 10%

🎁 Benefits

• Experience in mobile commerce, retail media, or in-app engagement platforms
• Familiarity with CS tooling like Salesforce, Custify, or similar
• Experience in verticals such as e-commerce, finance, and utility
• Experience in the loyalty sector