Senior Customer Success Manager
New
S
saas.groupSEO software
Remote, EMEAFull-TimeManager
Salary not disclosed
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Job Details
- Languages
- Fluent English
- Experience
- 5+ years in Customer Success, Account Management or a similar customer-facing role
- Required Skills
- SEOCustomer SuccessHubSpotAccount Management
Requirements
- Bring 5+ years of experience in Customer Success, Account Management or a similar customer-facing role.
- Have experience ideally in B2B SaaS, marketing, advertising, SEO or martech.
- Demonstrate a track record of owning retention or churn targets for a book of accounts.
- Show experience reducing churn and keeping customers engaged.
- Be comfortable working with usage data, health scores and CRM tools such as HubSpot.
- Use AI assistants connected to tools and data to make decisions and automate routine work.
- Translate technical details into clear business value for technical and non-technical stakeholders.
- Communicate clearly and confidently in writing and on calls, in fluent English.
- Plan work, follow through and take a proactive approach.
- Be a patient listener who can build trust, start conversations and lead customer calls.
- SEO, JavaScript websites, web crawlers, caching or web performance familiarity is a bonus.
Responsibilities
- Own and report on retention and churn metrics for a defined book of enterprise and mid-market accounts.
- Use usage data, health scores and risk signals to identify churn risk early and run structured retention playbooks.
- Explain Prerender’s impact on indexing, organic traffic, AI-search visibility and revenue.
- Hold regular customer check-ins and business reviews to demonstrate value.
- Bring customer feedback, churn reasons and feature gaps to Product, Support and Marketing.
- Work with Account Managers, Support and Engineering to coordinate the customer experience.
- Review account health dashboards and proactively contact customers whose usage has dropped.
- Help customers with setup or caching questions and escalate issues to Engineering with clear context.
- Share account health and value delivered with Account Managers ahead of renewals.
- Refine retention playbooks based on customer feedback and experience.
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