Senior Manager, Customer Success Management - EMEA/APJ

Responsibilities

Leadership and People Management

• Build, lead, and mentor a team of Customer Success Managers supporting Enterprise customers.
• Foster a collaborative, high-performance, customer-centric culture.
• Provide coaching, performance management, and career development support.
• Drive accountability through clear goals, metrics, and regular feedback.

Segment Strategy and Execution

• Define segment-specific strategies with Customer Success and cross-functional leaders.
• Execute programs tailored to Enterprise customer needs.
• Design and operationalize customer engagement models.
• Ensure consistent customer journeys while adapting for segment nuances.

Customer Management

• Monitor adoption, health scores, and engagement metrics across the customer portfolio.
• Guide identification of churn risks and expansion opportunities.
• Drive proactive outreach and intervention based on data insights.
• Support account reviews and use segment-level insights to improve outcomes.

Client Engagement and Advocacy

• Ensure strong stakeholder relationships across Enterprise accounts.
• Deliver consistent value through customer interactions.
• Capture and synthesize customer feedback for internal teams.
• Represent the customer perspective in product and go-to-market strategy.

Retention and Growth

• Collaborate with Sales, Product, and Marketing to drive adoption and expansion.
• Support renewal strategies and improve retention outcomes.
• Contribute to accurate forecasting and pipeline visibility using data.
• Identify and scale growth opportunities within the Enterprise customer base.

Operational Excellence

• Implement and refine processes that enable scale and efficiency.
• Improve team productivity through tooling, automation, and best practices.
• Standardize workflows and reporting.
• Monitor industry trends and evolve engagement strategies.

Requirements

• 4+ years of experience in Customer Success, Technical Account Management, or related fields.
• Prior people management experience with a track record of developing high-performing teams.
• Experience supporting Enterprise or high-ARR customer segments.
• Experience with high-touch customer success models.
• Strong operational mindset and experience building or optimizing processes.
• Proven ability to drive retention and growth in a metrics-driven environment.
• Excellent communication and interpersonal skills across diverse audiences.
• Currently located in the United Kingdom.
• Bachelor's degree in a relevant field; advanced degree preferred.

Nice-to-Haves

• Background in Cybersecurity, DevOps, or a related technical domain.

Compensation and Benefits

• Up to £150,000 base salary, plus bonus depending on experience.
• Remote-first culture with team meetups, destination summits, and a monthly coworking, phone, and internet stipend.
• Stock options upon hire and promotion, with participation in secondary offerings and a 10-year exercise period.
• Company-paid health, vision, and dental insurance premiums for employees and dependents.
• Flexible time off.
• Paid parental leave: 18 weeks for birthing parents and 12 weeks for non-birthing parents.