Customer Success Manager - EMEA & US
Core
Own the business side of enterprise accounts in US & EMEA, managing strategy, growth, and executive relationships for a portfolio of 10 to 25 accounts.
Role type
Senior Customer Success Manager (Enterprise Accounts)
Builds
Enterprise client relationships and revenue growth for an AI-powered employee experience platform
Domain
B2B SaaS / Enterprise Communications
Deliverable
client delivery
Required skills
Enterprise account management, full commercial cycle ownership (renewals, upsell, cross-sell), executive relationship building, churn detection, business case development, stakeholder mapping, data-to-outcome storytelling
Preferred skills
Duo model experience with Digital Project Manager, internal communications domain knowledge, CS tooling (Gainsight, Planhat), BI dashboards, frontline-worker context
Technologies
Microsoft Teams, Gainsight, Planhat
Responsibilities
Build and maintain trust with senior client stakeholders; Lead Steering Committees and business reviews; Own renewals end to end; Identify and qualify upsell/cross-sell opportunities; Detect churn signals and drive action plans; Review and prioritize portfolio by value and risk
Seniority
Senior, hands-on IC