Senior Customer Success Manager - EMEA

Role overview Guide enterprise customers through onboarding, adoption, and ongoing value realization for a technical software product. This commercially oriented customer success role owns account health and renewals while helping customers apply the product effectively, build internal advocacy, and identify opportunities to expand their use.

Responsibilities - Lead onboarding from sales handoff through activation, creating success plans, coordinating milestones, and tracking adoption. - Identify risks to adoption, retention, or account growth; develop mitigation plans and coordinate the account team’s response. - Advise customers on implementation and adoption practices, using strong product knowledge to address technical needs. - Track customer goals and outcomes, recommend relevant capabilities or services, and identify expansion opportunities. - Build relationships with customer champions and executives, using success measures and value evidence to secure sponsorship. - Own renewal planning and forecasting, coordinating with customers, sales, and deal support to complete renewals on time.

Requirements - At least five years in a customer-facing role, ideally in account management, customer or partner success, onboarding, or implementation, with a record of exceeding targets. - Experience owning renewals and being accountable for retention results. - Strong discovery, qualification, negotiation, and commercial skills; familiarity with MEDDIC, Command of the Message, or another sales approach is preferred. - Project management skills, including keeping customers and internal teams aligned to delivery timelines. - Experience with technical products and developer-facing customers; DevOps experience is preferred. - Ability to work across proactive and reactive success motions, manage work independently, communicate clearly, and collaborate with specialists when needed. - Existing technical fluency and sound judgment in balancing customer advocacy with company priorities.