The Customer Success Manager for EMEA plays a key role in ensuring clients achieve their desired outcomes with video and access technologies. You will take ownership of customer relationships, focusing on adoption, retention, and growth across a portfolio of accounts in the region.
Key Responsibilities
- Identify and prioritize high-value customers across EMEA to deliver targeted customer success services
- Partner with sales and channel teams to engage new end users and expand relationships
- Develop and implement strategic success plans that align with customer goals and business objectives
- Establish KPIs and best practices to improve onboarding, product adoption, and return on investment
- Monitor customer health using data-driven scorecards and lead efforts to resolve challenges
- Deliver business reviews and success plans that demonstrate ongoing value
- Facilitate product training at an operator level to support effective use
- Collaborate with sales and marketing on advocacy initiatives, customer testimonials, and lead generation
- Coordinate with support, product, and technical teams to escalate issues and advocate for customer needs
- Promote the value of customer success across internal teams through presentations and knowledge sharing
Qualifications and Experience
Applicants should bring at least five years of experience in customer or account management within a SaaS environment. Proficiency with Salesforce is required. Familiarity with customer success platforms such as Gainsight is an advantage.
Background in technology sales, security systems, networking, or access control is preferred. Candidates should be comfortable navigating complex customer environments and guiding technical adoption.
Work Environment
This is a primarily remote role with a hybrid model requiring 2–3 monthly visits to a regional office. Travel is minimal, under 10%, and relocation assistance is not offered. The position supports flexible work arrangements across the EMEA region.
Our Culture
We foster a collaborative, inclusive environment that values authenticity and community. Our team is committed to empowering individuals and advancing solutions that contribute to a safer world. As an Equal Opportunity Employer, we welcome applicants regardless of race, religion, gender, disability, or background.
