Lead and shape the Customer Success function across the EMEA region for a rapidly growing product discovery platform. In this remote leadership role, you'll directly manage and mentor a team of Customer Success Managers, ensuring customers not only launch successfully but continue to realize measurable value over time.
Key Responsibilities
- Coach and develop a high-performing team of CSMs, fostering a culture of accountability, empathy, and proactive support
- Design and refine scalable processes that maintain service quality during periods of rapid team expansion
- Build and sustain strategic relationships with customer executives, aligning their business goals with platform outcomes
- Act as a hands-on leader—stepping in to support critical customer engagements when necessary
- Guide your team in navigating complex enterprise structures, helping them prioritize initiatives that benefit the organization as a whole
- Collaborate with engineering to advocate for customer needs, balancing requests with technical feasibility and resource constraints
- Continuously improve onboarding and integration workflows to increase customer confidence and long-term success
- Shape both internal and external messaging around what success looks like, ensuring alignment from sales through post-implementation
What You Bring
- Proven experience leading technical customer success or account management teams
- Strong track record in hiring, developing, and retaining talent
- Deep customer-facing experience, particularly within enterprise SaaS environments
- Skill in creating systems that scale—balancing efficiency with personalized service
- Ability to engage directly with technical and business stakeholders alike
- Experience training teams on organizational dynamics and influence without authority
- A mindset oriented toward metrics that reflect real customer outcomes
- Self-driven approach with sharp problem-solving and triage capabilities
Environment & Culture
The team values openness, curiosity, and empowerment. You’ll operate in a culture that trusts individuals to make decisions, prioritizes continuous improvement, and measures impact through meaningful KPIs. Remote collaboration is fully supported, with a focus on flexibility and accountability across the EMEA region.
