Senior Customer Success Manager - EMEA

Role overview

Guide mid-market and enterprise customers through onboarding, implementation, adoption, and renewal for a device intelligence product used to detect and prevent online fraud. You will own relationships across a customer portfolio, help clients realize value, and coordinate with technical and product teams to address issues and expand successful use.

Responsibilities

- Manage the customer journey from signed agreement through implementation and go-live. - Maintain relationships across a portfolio, monitor account health, and address risks or escalations early. - Lead integration reviews, business reviews, and other customer meetings, sharing recommendations and progress. - Partner with customer success engineering, support, and product teams to resolve implementation problems, bugs, and feature requests. - Identify additional use cases and support account expansion through cross-sell and upsell discussions. - Coordinate renewals with executive sponsors, daily contacts, and procurement; maintain account records and contribute to scalable team processes.

Requirements

- Six to ten years of customer success experience serving mid-market or enterprise accounts. - Experience managing the full customer lifecycle, from onboarding through renewal. - Strong meeting facilitation and communication skills with both technical contacts and executive stakeholders. - Ability to balance proactive account planning with incoming customer needs, and to handle concerns with empathy and composure. - Comfort working remotely in an asynchronous environment and collaborating across a team. - Proficiency with macOS and everyday remote collaboration tools; ability to use AI tools to improve routine work.

Nice to have

- Background in B2B software, technology, or cybersecurity. - Experience with customer success platforms, support systems, and CRM tools; expansion experience is beneficial.

Benefits and work setup

The position is remote and open to candidates in the EMEA region, subject to country eligibility and work authorization; visa sponsorship is not available. The listed annual salary range is $59,000–$105,000, with on-target earnings of $71,000–$126,000, varying by location and experience. Travel may be required.