Senior Customer Success Manager EMEA

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Requirements:

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum of 3 years of relevant work experience in customer success, particularly in HR tech.
• Proven experience managing mid-market and enterprise-level accounts in a B2B environment.
• Strong understanding of customer success metrics and best practices.
• Excellent communication and relationship-building skills.
• Ability to work independently and as part of a team in a fast-paced, dynamic environment.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong problem-solving skills and proactive approach to customer support.

Responsibilities:

• Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.
• Oversee the onboarding process for new customers, providing necessary training.
• Build and maintain relationships with mid-market and enterprise-level customers.
• Anticipate customer needs and address potential issues proactively.
• Focus on customer retention and identify account expansion opportunities.
• Monitor and analyze customer health metrics to improve satisfaction and retention.
• Collect customer feedback to inform product development.
• Collaborate with sales, marketing, and product teams.
• Provide regular reports on customer success metrics.
• Mentor and support junior customer success managers.