Customer Success Manager (EMEA & US)

• You own the business side of enterprise accounts in US & EMEA: strategy, growth and the executive relationship. A dedicated Digital Project Manager runs operational delivery with you, in a true duo. Your job is to be the trusted advisor sponsors call first
• You manage a portfolio of 10 to 25 enterprise accounts in a genuinely high-touch model: recurring senior-level touchpoints per account, direct relationships with Directors and C-levels, and full ownership of the commercial cycle from qualification to closing
• Relationships and sponsorship:
• Build and maintain trust with senior client stakeholders over months, with a proactive cadence per account: you re-engage silent sponsors instead of waiting for the renewal
• Map each account’s governance (sponsor, project teams, regional stakeholders, IT, HR) and open doors when contacts change or go quiet
• Lead Steering Committees and business reviews with executive stakeholders
• Commercial ownership:
• Own renewals end to end: anticipate dates months ahead, build the business case, negotiate terms and close
• Identify and qualify upsell and cross-sell opportunities with a structured methodology, then run the full cycle in autonomy
• Turn project data into outcome narratives aligned with each client’s business stakes: ROI, adoption, impact
• Execution with your DPM:
• Review and prioritize your portfolio by value, risk and renewal proximity, and arbitrate your agenda accordingly
• Detect churn signals early (usage drops, sponsor silence, stakeholder turnover) and drive the action plan
• Keep a proactive two-way sync with your Digital Project Manager so delivery serves each client’s business goals

Benefits

• 401k
• Healthcare including dental & vision plans
• Flexible PTO
• ClassPass membership
• Competitive salary and additional variable compensation
• Medicash healthcare plan
• Pension
• Life assurance
• Generous holiday allowance and family-freindly policies
• Remote-friendly working
• Flexible working hours
• Opportunity to grow and progress
• Discounted gym membership via MyGym discounts
• Wellbeing programs
• Office events and socials
• Top of the range toolset

• This role can be a strong fit if you enjoy owning both the relationship and the revenue: building executive trust that lasts through difficult project phases, and running the full commercial cycle yourself
• We are looking for someone who treats a client portfolio as a business to grow, with the discipline of account care and the reflexes of a closer
• You have managed a high-touch portfolio of 10 to 25 accounts with a structured, recurring, senior-level cadence per account
• We know there’s no such thing as a “perfect” candidate—we’re all works in progress, picking up new skills as we go. So apply even if you don’t tick every box. We want people who see things differently—because that’s how we see things too
• You have personally owned the full sales cycle: renewals, upsell, cross-sell, negotiation and closing. You have deals where you ran the negotiation and the close yourself
• You speak and write English at a C2 level. Concise, structured, impactful communication is verified at every step, and the entire hiring process runs in English
• You have worked with US & EMEA based enterprise clients and international stakeholders
• You turn project data into business narratives: you select the indicators that matter to your client’s stakes (ROI, adoption, impact) instead of reporting raw activity
• You qualify and run long, complex cycles with a structured methodology (MEDDIC, BANT, SPIN or equivalent), and you can show how it changed a real deal
• You have at least 5 years of experience managing enterprise client portfolios in B2B SaaS, as a Customer Success Manager, Strategic Account Manager, or an Account Executive with genuine account management ownership
• You have built and sustained direct relationships with Directors and C-levels over 12 months or more, beyond operational contacts, including through difficult project phases
• Sustained relationship building. You create trust quickly and maintain it over months: proactive cadence, re-engaging silent sponsors, staying present at Director and C-level rather than retreating to operational contacts
• Humility and coachability. You self-assess honestly and integrate feedback fast
• Team play in a duo. You work as a true pair with a Project Manager: proactive mutual information, respect for their constraints, shared focus on the client’s business goals. Prior experience of a CSM and PM duo model is a plus
• Prioritization. You take height on your portfolio regularly, rank accounts by value, risk and renewal proximity, and arbitrate your own agenda accordingly
• Domain and tooling exposure. Internal communications, employee advocacy or engagement knowledge, CS tooling (Gainsight, Planhat or equivalent), BI dashboards, or frontline-worker and manufacturing client contexts are all pluses, none is required
• Proactivity. You anticipate needs, risks and opportunities before the client raises them, and you detect churn signals early