Manager, Customer Success, Scale EMEA (f/m/d)

TL;DR

Manager, Customer Success, Scale EMEA: Developing Customer Success talent, creating scalable engagement strategies, and driving renewals, expansions, and value realization across EMEA segment with an accent on automation, digital programs, and high-impact customer interactions. Focus on building high-performing teams, owning EMEA forecast, mitigating risks, and pursuing growth opportunities through hands-on leadership and coaching.

Location: London, United Kingdom

Company

Leading digital experience platform blending composability with native AI capabilities, powering personalized content delivery for over 4,200 organizations worldwide with 700+ people from 70+ nations.

What you will do

• Recruit, hire, train, and coach new team members for Renewal Managers and CSMs.
• Create processes, best practices, and replicable patterns for go-to-market initiatives.
• Scale Growth Customer Success through automations and digital motions.
• Serve as stakeholder and escalation point internally and in customer engagements.
• Conduct weekly forecasts, oversee goals, metrics, and quota achievement.
• Collaborate with Account Executives and Regional CS/Sales Directors on territory strategies.

Requirements

• 4+ years managing or leading B2B SaaS CS or Account Management teams, or senior CS roles, with 5+ years in CS or Account Management overall.
• Experience negotiating customer contracts and delivering exceptional customer success outcomes.
• Proficiency with Gainsight, Salesforce, and Tableau.
• Familiarity with land-and-expand sales model, consultative selling, and managing accurate forecasts.
• Proven ability to build and lead high-performing teams.
• Strong written, verbal, and presentation skills; Bachelor's degree (BA/BS).

Nice to have

• Hands-on experience building and running Scaled CS teams, including programs, playbooks, and digital motions.

Culture & Benefits

• Stock options for full-time employees.
• Fertility and family building benefits, including lifetime reimbursable wallet.
• Generous paid time off: vacation, sick, education, compassion, and volunteer days; family care time.
• Personal annual education budget and annual wellbeing stipend.
• Monthly communication phone/internet stipend and hardware upgrades.
• New hire office equipment stipend for hybrid or distributed employees; virtual and in-person events.