Manager - Customer Success

Job Description

Job Description As the Manager - Customer Success, you will lead a high-performing team, overseeing the end- to-end customer journey. Your role will be pivotal in developing strategies to drive customer engagement with clear value outcomes, retention, minimize churn, create expansion and foster customer advocacy. Working closely with Sales, Product, and Support, you will ensure our customers derive maximum value from our solutions while helping to scale our customer success initiatives across the organization. Key Responsibilities: Leadership & Team Management: Lead, mentor, and develop a team of Customer Success Managers (CSMs), driving high performance and fostering a customer-first culture. Provide guidance on complex customer issues and ensure consistent team execution of customer success strategies. Customer Retention & Churn Reduction: Develop and execute strategies to reduce churn and ensure the long-term success of our customer base. Proactively identify at-risk accounts, develop mitigation plans, and work with customers to address challenges before they escalate. Customer Lifecycle Ownership: Oversee the full customer journey from onboarding through renewals and expansions, ensuring each phase is optimized for customer satisfaction, value delivery, and growth. Collaborate with Sales on upsell and cross-sell opportunities. Customer Advocacy & Expansion: Foster strong relationships with key decision-makers and champions within customer organizations. Advocate for customer needs internally, ensuring alignment with product roadmaps and company initiatives that drive customer success. Data-Driven Insights & Reporting: Leverage data to measure and improve customer health, monitor KPIs (e.g., CSAT, retention), and make informed decisions to drive account success. Report on team performance, customer outcomes, and churn reduction efforts to senior leadership. Process Improvement & Scalability: Refine customer success processes and systems to improve efficiency, scale operations, and enhance the overall customer experience. Partner with cross-functional teams to streamline workflows and ensure a seamless customer experience. Qualifications Bachelors degree in Business, Marketing, or a related field (or equivalent experience). Masters in Business Administration preferred 10+ years of overall experience in Customer Success, Account Management, or similar roles, with at least 4+ years in a leadership position handling EMEA enterprise markets. Proven track record of managing customer success teams and delivering exceptional customer outcomes. Strong understanding of customer lifecycle management, retention strategies, and account growth. Excellent leadership, interpersonal, and communication skills, with the ability to build relationships with both customers and internal teams. Be an Evangelist of products with ability to speak in multiple forums about customer and industry trends Data-driven mindset with the ability to analyze customer metrics and derive actionable insights. Ability to work cross-functionally and influence decision-making at all levels of the organization.