Manager, Customer Experience

📋 Description

• Lead a team of Customer Success Managers in EMEA.
• Own gross revenue retention and expansion across portfolio.
• Manage customer health, value realization, adoption, and risk.
• Drive escalation management and executive communication for accounts.
• Govern renewal lifecycle with Sales and cross-functional teams.
• Partner with Sales, Product, and Services for coordinated experience.

🎯 Requirements

• Fluent in English; additional European languages are a differentiator.
• 5+ years in customer-facing roles; experience leading teams.
• Proven retention and expansion outcomes across enterprise portfolios.
• Experience in supply chain/logistics tech, SaaS, or software delivery.
• Strong escalation, stakeholder, and executive communication.
• Advanced AI fluency using tools like Claude to scale output responsibly.

🎁 Benefits

• Ownership of a regional book with direct impact on retention and expansion.
• Strong cross-functional exposure and collaboration with leadership.
• High-visibility role shaping customer success outcomes.
• Autonomy to build and develop a high-performing EMEA team.
• Opportunity to shape playbooks and delivery frameworks in a fast-scaling SaaS environment.