Senior Manager, Customer Success
New
This role manages a distributed team across Europe... Pay range location A: Spain; Pay range location B: France; Pay range location C: Ireland; Pay range location D: UKFull-TimeManager
Salary52,500 - 120,000 EUR per year
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Job Details
- Languages
- Fluency in English
- Required Skills
- Data AnalysisPeople ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- Proven experience leading Customer Success or Customer Experience teams in a SaaS environment.
- Strong people management capability, including coaching, performance management, and hiring.
- Demonstrated ability to translate strategy into execution and manage through metrics.
- Commercial acumen with experience in negotiation, retention risk, and senior stakeholder management.
- Strong analytical and data-driven decision-making skills.
- Ability to lead distributed teams effectively across multiple locations.
- Clear and concise communication skills to build credibility across functions.
- Experience improving processes and team operating models to support scale.
- AI fluency, with the ability to lead the team in using AI-enabled tools to improve efficiency.
- Fluency in English.
Responsibilities
- Lead a high-performing Customer Success team across MM EMEA, creating clarity on priorities, outcomes, and expectations aligned to regional and company goals.
- Own team performance across core success metrics, including retention, expansion, payment adoption, customer health, and execution quality.
- Build the team operating rhythm, including goal-setting, inspection cadences, 1:1s, performance reviews, and forecasting inputs.
- Coach and develop team members at different levels of maturity, raising capability in customer strategy, commercial conversations, and risk mitigation.
- Drive strong resource planning and prioritization to ensure short-, mid-, and long-term goals are delivered predictably.
- Hire, onboard, and develop talent to build succession strength.
- Lead through customer escalations with sound judgement and urgency.
- Identify patterns and execution gaps to implement scalable process improvements.
- Ensure high standards of operational discipline, including data quality and effective use of Customer Success tools.
- Act as the Voice of the Customer, partnering with Product, Commercial, and Operations teams.
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