Bilingual Customer Success Account Manager, SMB
Own renewals, expansion, and customer outcomes for a high-volume SMB portfolio across the UK and Europe. The role requires commercial SaaS experience, strong account-management judgment, and business fluency in German, French, or Spanish alongside English.
About the job
Responsibilities
- Own a portfolio of 300+ SMB accounts across the UK and Europe, with accountability for renewals and expansion.
- Manage European accounts in German, French, or Spanish as well as English.
- Triage the account portfolio daily, identifying accounts needing intervention and those suitable for digital engagement.
- Conduct proactive outreach to at-risk accounts before they become churn risks.
- Identify expansion signals such as usage growth, new teams, and new use cases, and convert them into upsell opportunities.
- Forecast portfolio performance and maintain accurate CRM records.
- Surface customer and portfolio insights to Sales, Product, and Support.
- Balance short-term renewal pressure with long-term account health and make clear tradeoffs at scale.
Requirements
- 2+ years of experience in Customer Success, Account Management, or a commercial SaaS role.
- Experience owning renewals, expansions, or quota.
- Strong commercial judgment and ability to identify, develop, and close growth opportunities.
- Clear, direct communication with customers and internal stakeholders.
- Ability to work independently in an environment with evolving processes.
- Business-level German, French, or Spanish in addition to English, including confidence in renewal, pricing, and expansion conversations.
Nice-to-haves
- Experience managing SMB or mid-market customers.
- Experience working across UK and European markets.
- More than one of German, French, or Spanish, or another European language.
- Experience balancing personalized customer engagement with scaled engagement.
- Exposure to conversation intelligence, caller ID, or communications technology.
Skills
Customer Success, Account Management, SaaS, Renewals, Upselling, CRM, Account Expansion, Forecasting, Caller Id, Conversation Intelligence
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