Customer Success - EMEA
Own relationships, onboarding, adoption, renewals, and expansion for 40–50 enterprise customers across EMEA. The role requires 5–7 years of Customer Success experience in SaaS, commercial account-management expertise, strong communication, and fluency in English.
About the job
Responsibilities
- Partner with the Customer Success team to develop a scalable Customer Success playbook and framework for EMEA customers.
- Build, maintain, and own relationships with a book of 40–50 enterprise clients.
- Onboard new clients and drive long-term adoption of multiple products.
- Monitor customer usage and product adoption to identify improvement opportunities and revenue expansion.
- Own account expansion and renewals; this is a commercial role.
- Own customer success KPIs, including NRR and GRR, and contribute to Customer Success OKRs.
Requirements
- 5–7 years of Customer Success experience in a fast-paced SaaS organization.
- Experience demonstrating and unlocking value for customers using technical, mission-critical products, such as conversational AI.
- Commercial experience owning renewals and expansion and driving strong NRR results.
- Builder mindset with a relentless focus on customer excellence and scalable product solutions.
- Exceptional communication skills and ability to establish, nurture, and maintain relationships across all levels of complex customer organizations.
- Strong analytical thinking and creative problem-solving skills.
- Fluent English.
Nice-to-haves
- Additional languages.
Skills
Customer Success, SaaS, Conversational AI, Customer Onboarding, Account Expansion, Account Renewals, Net Revenue Retention, Gross Revenue Retention, Analytical Thinking, Problem Solving
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