About the Role

Bitdefender is looking for a Team Lead, Customer Success Management (CSM) to lead and grow our EMEA Customer Success team. In this non-commercial leadership role, you'll be the driving force behind how our Customer Success Managers deliver an exceptional experience across the customer lifecycle — from onboarding through adoption, engagement, and renewal readiness.

You'll combine people leadership with operational rigor: coaching CSMs to be trusted advisors, strengthening the processes and tools that keep the team effective, and championing the voice of the customer across the business. This is a great opportunity for a customer success leader who wants to build a high-performing team and shape how EMEA delivers customer value at scale.

What You'll Do

Team Leadership & Development

• Lead, mentor, and support the EMEA & SEA CSM team, fostering a high-performance, customer-first culture.
• Conduct regular one-on-ones, performance reviews, and coaching sessions.
• Identify skill gaps and coordinate training, directly or through internal enablement resources.
• Drive consistency across processes, lifecycle touchpoints, and reporting standards.

Operational Excellence

• Oversee execution of CSM responsibilities across onboarding, engagement, and pre-renewal, in line with Bitdefender's Customer Success Framework.
• Monitor and improve adherence to internal SLAs/OLAs, response standards, and quality benchmarks.
• Ensure accurate, timely data entry and reporting in Salesforce, maintaining visibility into account health, risk, and engagement.
• Optimize CSM workflows and automation using internal tools such as Salesforce, PagerDuty, and shared resources.

Customer Advocacy & Experience

• Ensure CSMs act as trusted advisors, aligning Bitdefender's solutions to customer goals and outcomes.
• Drive proactive customer health management, early risk identification, and engagement strategies.
• Facilitate Voice of Customer (VoC) feedback loops with Product, Support, SOC, and other internal teams.
• Oversee the quality and cadence of customer business reviews (QBRs/EBRs) and ensure insights turn into action.

Cross-Functional Collaboration

• Partner with Sales, Renewals, Support, Product Management, and Professional Services to maintain a seamless customer journey and unified messaging.
• Ensure warm handoffs, effective knowledge transfer, and continuous alignment across regional functions.
• Represent EMEA CSM operations in global CS leadership syncs and contribute to process improvement initiatives.

Performance Management & Reporting

• Track and report team KPIs, including onboarding completion, health score trends, engagement cadence, risk resolution, and advocacy metrics.
• Consolidate feedback and data insights into monthly/quarterly reports for management.
• Analyze CSM impact on customer retention, expansion readiness, and experience quality.
• Support measurement of team results and ROI impact across customer success operations.

What You'll Bring

• Proven experience leading or mentoring a Customer Success, Account Management, or similar customer-facing team, ideally in SaaS or cybersecurity.
• Strong track record of coaching individuals and building a high-performance, customer-first culture.
• Solid grasp of customer success methodology: onboarding, adoption, health scoring, risk management, and renewal readiness.
• Hands-on experience with Salesforce (or a comparable CRM/CS platform) and using data to drive decisions.
• Excellent stakeholder management skills, with experience partnering across Sales, Support, Product, and Renewals.
• Strong analytical and reporting skills, comfortable translating data into clear insights for leadership.
• Fluent English required; additional languages are a plus given (French, Italian,etc) the EMEA & SEA scope.
• Comfortable operating in a remote/hybrid, multi-market environment across EMEA & SEA.

Nice to Have

• Prior experience in cybersecurity, IT security, or another technical SaaS environment.
• Familiarity with tools such as PagerDuty or other customer health/automation platforms.
• Experience running or contributing to QBR/EBR programs.

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