Manager, Customer Success Managers, EMEA

Responsibilities

• Mentor and enable the team to exceed company growth and retention forecasts.
• Work with the Customer Success Director to establish and manage goals and responsibilities for Customer Success Managers (CSMs).
• Manage a team of customer-focused CSMs responsible for account health and care, including customer onboarding, adoption, executive business reviews, and successful renewals.
• Ensure CSMs meet expectations for core knowledge, communication, and execution.
• Coach, motivate, and lead team members toward strong performance and career development through timely feedback and development support.
• Manage resource assignments and staffing levels, including recruitment as needed.
• Improve the processes and tools used by the team.
• Develop senior-level customer relationships.
• Partner with team leaders to support customers during escalations.
• Build strong relationships with Engineering and Product to align goals and initiatives.
• Oversee initiatives established through OKRs.
• Execute strategies and vision with the Director and other managers.
• Represent company leadership and values in internal and external interactions.

Requirements

• Proven track record in software or technology sales, consulting, or customer success.
• Experience leading teams, driving software adoption, and building or scaling customer success management practices.
• Experience with software development lifecycle processes and tools, as well as agile or DevOps practices.
• Ability to develop strategies, translate them into initiatives, and track successful delivery.
• Demonstrated ability to lead managers and manage global, distributed teams across cultures, lines of business, and geographies.
• Strong management presence, leadership ability, communication skills, and interpersonal skills.
• Operational excellence in analytical thinking, process development and improvement, problem-solving, communication, delegation, and planning.
• Ability to collaborate across the organization and with external stakeholders.
• Experience working successfully with senior executives, including VP and C-level executives.
• Strong operational skills focused on organizational efficiency and customer satisfaction.
• Ability to give and receive positive and constructive feedback.
• Ability to connect technology with measurable business value.
• Strategic thinking about business, products, and technical challenges.
• Fluent German.

Nice to Have

• Knowledge of cloud and container technologies such as Kubernetes and Docker.
• Knowledge of application security, including SAST and DAST.
• Knowledge of cloud deployment models such as AWS, Google Cloud, and Azure.

Benefits and Compensation

• Benefits supporting health, finances, and well-being.
• Flexible paid time off.
• Team member resource groups.
• Equity compensation and employee stock purchase plan.
• Growth and development fund.
• Parental leave.