Customer Success Manager, MM/ENT - EMEA

The Position

As a Mid-Market/Enterprise Customer Success Manager, you will act as a trusted advisor and advocate for our customers, taking full ownership of the entire customer lifecycle from initial onboarding to an established, long-term partnership. In this role, you will bring deep expertise in lifecycle management, with a sharp focus on driving customer retention, mitigating churn, and executing structured business reviews and success plans.
You have a proven track record of managing complex implementation projects for a medium-sized book of clients, alongside a keen ability to understand diverse client needs, identify growth opportunities, and deliver targeted solutions.
A natural and meticulous problem-solver, you are passionate about executing strategies across various technical scenarios and customer verticals.
Additionally, you possess exceptional, well-structured English communication skills, allowing you to seamlessly navigate, present to, and build strong relationships with stakeholders at every level of your business portfolio.

Role Expectations

• Extensive and proven experience as a Customer Success manager.
• Adaptive Portfolio Re-prioritization: Stays completely on top of a defined book of business despite high volume and constant change, re-prioritizing tasks quickly to maintain a consistent communication flow, QBR cadence, strict Vitally hygiene, and keeping CSAT and responsiveness at required company standards.
• Rigorous Account Autonomy: Owns day-to-day customer outcomes end-to-end and executes the standard post-sales motion with high rigor, consistently following through on commitments and documentation without needing internal reminders.
• Structured Stakeholder Collaboration: Delivers responsive, clear, and timely communication to customers, Sales, and internal partners, running structured operational reviews (ORs) and QBRs while documenting all decisions and next steps as the system of record.
• Proactive Risk Mitigation: Identifies early churn signals and executes standard playbook mitigations, utilizing clear escalation paths and keeping implementation-to-CS handovers clean and seamless.
• Reliable Customer Care & Empathy: Builds deep customer trust through exceptional reliability and dedicated care, taking personal ownership of the client experience while handling constructive feedback and coaching maturely.
• AI-Driven Operational Efficiency: Leverages approved AI and automation tools to significantly increase daily throughput and communication quality, maintaining a consistent operating cadence and executing with urgency on risk and follow-ups.
• Account Leadership & Peer Contribution: Leads assigned accounts with a strong sense of personal ownership, collaborating effectively across teams and contributing valuable insights to team learnings when prompted.
• Commercial Growth Identification: Drives commercial impact by identifying expansion and cross-sell opportunities during QBRs and ongoing account discussions, documenting them correctly in internal systems as a trusted Sales partner.
• Fluent written and spoken English, and well structured communication skills in speaking & writing.

Practicals

• You'll report to: Manager, Customer Success
• Team: Customer Experience
• Location: EMEA
• Start date: As soon as possible

Hiring Process

1. (async) Profile review
2. (async) Written test
3. Interview with recruiter
4. Interview with manager
5. Team Interview
6. Interview with Sr. Director of CS<