Customer Success Manager, MM/ENT - EMEA
RemoteAbout Remote
With Innovation as one of the core values, we have built Automation and AI capabilities into the requirements for every role.
We encourage every member of the Remote team to bring their talents, experiences and culture to the table to help us build the best-in-class HR platform.
The Position
As a Mid-Market/Enterprise Customer Success Manager, you will act as a trusted advisor and advocate for our customers, taking full ownership of the entire customer lifecycle from initial onboarding to an established, long-term partnership. In this role, you will bring deep expertise in lifecycle management, with a sharp focus on driving customer retention, mitigating churn, and executing structured business reviews and success plans.
You have a proven track record of managing complex implementation projects for a medium-sized book of clients, alongside a keen ability to understand diverse client needs, identify growth opportunities, and deliver targeted solutions.
A natural and meticulous problem-solver, you are passionate about executing strategies across various technical scenarios and customer verticals.
Additionally, you possess exceptional, well-structured English communication skills, allowing you to seamlessly navigate, present to, and build strong relationships with stakeholders at every level of your business portfolio.
Role Expectations
- Extensive and proven experience as a Customer Success manager.
- Adaptive Portfolio Re-prioritization: Stays completely on top of a defined book of business despite high volume and constant change, re-prioritizing tasks quickly to maintain a consistent communication flow, QBR cadence, strict Vitally hygiene, and keeping CSAT and responsiveness at required company standards.
- Rigorous Account Autonomy: Owns day-to-day customer outcomes end-to-end and executes the standard post-sales motion with high rigor, consistently following through on commitments and documentation without needing internal reminders.
- Structured Stakeholder Collaboration: Delivers responsive, clear, and timely communication to customers, Sales, and internal partners, running structured operational reviews (ORs) and QBRs w
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