Manager, Customer Success Managers
New
J
JobgetherB2B SaaS
Based in France, Experience managing teams or accounts across multiple time zones is an advantage.Full-TimeManager
SalaryBroader EMEA salary range: $55,000–$98,000 base salary, with OTE of $66,000–$118,000, depending on location. United Kingdom salary range: $85,000–$98,000 base salary, with on-target earnings (OTE) of $102,000–$118,000.
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Job Details
- Experience
- 5–8 years of overall Customer Success experience, including at least 1–2 years of direct management experience
- Required Skills
- People ManagementSalesforceCustomer SuccessGoogle WorkspaceZendesk
Requirements
- Have 5–8 years of overall Customer Success experience.
- Have at least 1–2 years of direct management experience leading Customer Success Managers or other customer-facing teams.
- Have B2B SaaS Customer Success Manager experience across onboarding, adoption, renewal, and expansion.
- Demonstrate success helping a team achieve net revenue retention (NRR) and gross revenue retention (GRR) targets while maintaining accurate forecasts.
- Have experience improving Customer Success processes and playbooks with measurable outcomes.
- Have experience supporting customers across EMEA; experience managing teams or accounts across multiple time zones is an advantage.
- Be familiar with Customer Success platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk.
- Be able to work effectively in a fully remote, asynchronous environment using tools such as macOS, Slack, Google Workspace, and Zoom.
- Be proficient with AI tools; Claude and Gemini are preferred.
- Be willing to travel for customer meetings and company events as required.
- Experience in technology, fraud prevention, or cybersecurity is highly preferred.
Responsibilities
- Lead, coach, and develop a team of 4–6 Customer Success Managers through one-to-ones, team sessions, and feedback.
- Support Customer Success Managers with complex renewals, churn risks, and account expansion discussions.
- Interview, train, and onboard new Customer Success Managers.
- Identify performance gaps and work with senior leadership when additional support is needed.
- Monitor account health, including renewal timelines, integration progress, product utilization, churn risks, and potential downsells.
- Maintain renewal and account performance forecasts, escalate risks, and provide recommendations to leadership.
- Partner with Sales on upsell and cross-sell opportunities.
- Improve Customer Success processes, playbooks, and documentation for onboarding, account planning, renewal management, and customer-facing materials.
- Maintain accurate customer data in Salesforce and Planhat.
- Communicate customer feedback and team priorities to Sales, Support, Customer Success Engineering, and Product.
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