Senior Customer Success Manager

Responsibilities

Strategic Customer Success & Relationship Management

• Own the post-sales relationship for a portfolio of strategic customers across EMEA.
• Develop a deep understanding of customer business objectives, success criteria, operational priorities, and technology strategy.
• Build relationships with executive sponsors, business stakeholders, and customer champions.
• Create and execute success plans aligned with measurable business outcomes and value realization.
• Provide strategic guidance, industry best practices, and recommendations that maximize customer success.
• Lead customer engagement cadences, including business reviews, health checks, adoption discussions, and strategic planning sessions.
• Facilitate Executive Value Reviews demonstrating business value, customer outcomes, ROI, and future partnership opportunities.

Adoption, Value Realization & Customer Advocacy

• Drive product adoption and utilization across customer environments.
• Support customer initiatives, projects, migrations, and operational milestones.
• Educate customers on product capabilities, roadmap developments, best practices, and emerging solutions.
• Identify opportunities to expand customer awareness and adoption of products and services.
• Capture customer feedback, business requirements, and enhancement requests.
• Promote customer advocacy opportunities, including references, case studies, advisory participation, and community engagement.

Risk Management & Customer Health

• Monitor customer health, engagement, adoption trends, and business risks.
• Use Gainsight and other customer success tools to maintain customer health scores, success plans, activity tracking, and risk workflows.
• Identify risks early, develop mitigation plans, and coordinate cross-functional resources.
• Escalate customer concerns while maintaining accountability for customer satisfaction and success.
• Document and manage customer milestones, action plans, and follow-up activities.

Cross-Functional Partnership

• Work as part of an account pod with Sales, Solution Engineers, Technical Account Managers, Support, and Product teams.
• Coordinate internal resources to remove obstacles and accelerate customer outcomes.
• Partner with Sales to identify growth opportunities and provide strategic account insights.
• Contribute customer health, adoption trends, business priorities, and stakeholder intelligence to account planning.
• Help evolve customer success processes, playbooks, and engagement strategies across EMEA.

Requirements

• 5+ years of experience in Customer Success, Strategic Account Management, Technical Account Management, or a related customer-facing role in enterprise SaaS or technology.
• Experience managing strategic or enterprise customers and building relationships from technical stakeholders through executive leadership.
• Experience developing and executing customer success plans that drive adoption, business outcomes, retention, and long-term value.
• Experience leading Executive Business Reviews or Executive Value Reviews, value realization discussions, and strategic account planning.
• Strong understanding of customer health management, risk identification, and proactive success planning.
• Experience partnering with Sales, Technical Account Managers, Solutions Engineering, Support, Product, and Professional Services.
• Hands-on experience with Gainsight, Totango, ChurnZero, Planhat, or similar customer success and health platforms.
• Excellent executive communication, presentation, facilitation, and relationship-building skills.
• Strong analytical and problem-solving abilities.
• Willingness to travel throughout EMEA as needed.

Nice-to-haves

• Experience supporting enterprise customers in cloud infrastructure, enterprise storage, data management, cybersecurity, SaaS, or hybrid cloud environments.
• Experience working with oil and gas customers.
• Experience in high-growth, private-equity-backed, or fast-scaling SaaS organizations.
• Familiarity with enterprise IT operations, digital transformation, and infrastructure modernization programs.
• Experience identifying customer expansion opportunities and partnering with Sales to support account growth.

Compensation & Benefits

• Compensation includes an 80/20 pay mix aligned to customer retention, customer health, and strategic success objectives.
• Work schedule: 3 days onsite and 2 days remote.