Growth Customer Success Manager - EMEA

The Position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Customer Success Manager, Growth, within our Customer Experience team. In this role, you will act as a trusted advisor and advocate for our customers, building strong relationships to ensure retention and high-quality service delivery.
You will manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership—by educating clients on product functionality and supporting them with any questions that might arise.
Additionally, you will collaborate with Sales to align on customer expectations, monitor account health to proactively prevent churn and manage escalations, and identify valuable upselling and cross-selling opportunities.
As a key link between our clients and internal operations, you will also share direct customer feedback to continually improve our team processes.

Role Expectations

• Demonstrated experience as a Customer Success manager.
• Accountability & Autonomy: Operates autonomously in all routine situations—including daily client contact, managing internal requests, product feedback loops, and vertical alignment—while leveraging leadership guidance for executive escalations, action plans, and complex stakeholder disputes.
• Omnichannel & Async Communication: Interacts with clients daily via asynchronous tools (Vitally, Zendesk, Loom) to provide a delightful customer experience, shifting to live calls primarily for specific strategic triggers such as expansion, escalations, or retention rather than regular standing meetings.
• Customer Outcomes (Retention & Growth): Focuses on proactive churn prevention, high account retention, and accelerating portfolio growth through the consistent and disciplined execution of defined customer success playbooks.
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