Position Overview

As a Customer Success Manager (CSM), you will own a portfolio of customer accounts in the EMEA and APAC regions, with primary responsibility for retention, renewal outcomes, and customer growth.

You will work closely with the Global Customer Success team to proactively identify risks, strengthen customer relationships, and drive measurable outcomes. This role is focused on ensuring customers realise value from the platform, remain engaged, and continue to expand their use over time.

The ideal candidate brings prior experience managing customer relationships in a SaaS environment and is comfortable owning renewals, building account plans, and driving adoption and value realisation.

Key Responsibilities

● Own and manage a portfolio of customer accounts, with accountability for retention, renewal, and growth outcomes

● Build relationships across multiple stakeholder levels, including administrators, business leaders, and executive sponsors, acting as trusted advisor

● Partner with customers to understand their business goals and align platform usage to measurable outcomes and success metrics

● Develop and execute account plans focused on retention, risk mitigation, and expansion opportunities

● Proactively identify at-risk accounts and partner with the Customer Success leadership to stabilise and improve outcomes

● Own the renewal process for assigned accounts, including customer engagement, coordination, and execution

● Identify and drive expansion opportunities, including upsell and cross-sell, within existing accounts

● Drive adoption and value realisation by ensuring customers are actively using the platform and achieving their desired outcomes

● Lead customer business reviews focused on adoption trends, business outcomes, success metrics, and future opportunities

● Monitor customer health, usage, and engagement signals to identify risks and opportunities early

● Maintain accurate forecasting for renewals and expansion within assigned accounts

● Partner with Product, Support, and other internal teams to resolve customer issues and improve overall experience

● Serve as a voice of the customer, sharing feedback and insights to inform product and process improvements

● Support change management within customer organisations to drive adoption and long-term success

● Collaborate with Sales and pre-sales teams as needed to support expansion and strategic opportunities

● Ensure all customer interactions and account updates are documented and tracked within internal systems

Skills & Experience

● 2–4 years of experience in Customer Success, Account Management, or a related customer-facing role

● Experience managing a portfolio of customer accounts, including responsibility for retention and renewals

● Strong relationship management skills, with the ability to build trust with customer stakeholders

● Demonstrated ability to identify risks and take action to improve customer outcomes

● Experience driving adoption, engagement, and value realisation within customer accounts

● Basic commercial acumen, with exposure to renewals, pricing conversations, or expansion opportunities

● Strong organisational skills and ability to manage multiple accounts simultaneously

● Clear communication and presentation skills

● Experience working cross-functionally to support customer success

● Experience in SaaS, LMS, or HR tech environments preferred

● Bachelor’s Degree in Business, Technology, Education or a related field preferred

Preferred hiring Countries

● United Kingdom (7am - 3.30pm)

● Italy (8am - 4.30pm)

● Spain (8am - 4.30pm)

● Poland (8am - 4.30pm)

Secondary

● Germany (8am - 4.30pm)

● France (8am - 4.30pm)

Work Location: Remote