Manager, Customer Success Managers - EMEA

📋 Description

• Lead, coach, and develop a team of 4–6 CSMs across EMEA and APAC through consistent 1:1s, team
• Coach CSMs through complex renewals, churn risks, and expansion conversations, and serve as their
• Interview, train, and onboard new CSM hires so they ramp quickly and consistently
• Address performance gaps early and directly, partnering with your manager as needed
• Monitor account health across the team’s book (renewals, integration progress, utilization, and
• Maintain an accurate, honest forecast for the team’s book, and surface risks to leadership early

🎯 Requirements

• Experience as a Customer Success Manager in B2B SaaS, owning the full customer journey from
• 5-8 years of overall Customer Success experience, including at least 1-2 years of experience
• Track record of helping a team hit NRR/GRR targets and forecast accurately
• Experience improving CS processes and playbooks that made a measurable difference for your team
• Experience working with EMEA customers; experience managing across multiple time zones is a plus
• Experience with a Customer Success Platform (e.g., Planhat, Gainsight), Salesforce, and Zendesk