Remote job
Senior Technical Account Manager - Customer Success (EMEA)
Job details
About this role
Role overview
A senior customer success role acting as a strategic partner and trusted advisor to a portfolio of enterprise clients across EMEA. The position blends relationship management, solution strategy, and technical enablement to support long-term adoption, expansion, and measurable business outcomes on an AI-native productivity platform. The role works cross-functionally with sales, product, and support to align execution.
Responsibilities
- Lead end-to-end onboarding and implementation, from discovery and solution design through training, go-live, and foundational enablement. - Proactively monitor seat utilization, adoption trends, and stakeholder engagement, and run account reviews to maintain or improve health. - Conduct structured Intake → Execution → Reporting cycles to map current-state processes to scalable workflow solutions. - Drive adoption of AI features and build custom workflow agents tied to specific customer use cases, tracking usage and credit consumption. - Translate adoption signals into qualified leads and partner with sales on expansion and renewal motions. - Deliver ongoing change management, governance, and best-practice guidance to help customers mature with the platform.
Requirements
- Proven experience in technical account management, customer success, or a similar customer-facing role for a SaaS or enterprise platform. - Strong consultative discovery skills, including workflow analysis, process design, and identification of friction points. - Demonstrated program management capability across complex customer engagements with multiple stakeholders and outcomes. - Comfort using dashboards and usage data to communicate health, adoption, and ROI, and to drive recommendations. - Executive presence with the ability to build trust at senior and operational levels, plus cross-functional collaboration skills. - Full accountability for an assigned book of business, with an organized, proactive, and outcomes-driven approach.
Benefits and work setup
- Remote position based in EMEA. - The organization is described as an equal opportunity employer that evaluates AI fluency as part of its hiring process and expects daily use of AI tools across teams.