Manager, Customer Success (High Touch) - Remote

Overview

DeepL is seeking a seasoned leader to manage and grow their Enterprise Customer Success team in EMEA, focusing on delivering customer engagement and driving retention and growth.

In Short

• Lead and develop a high-performing team of Enterprise CSMs across EMEA
• Maximize product adoption and secure renewals and expansion opportunities
• Set performance expectations and foster a culture of accountability
• Collaborate with cross-functional teams for a unified customer journey
• Optimize internal processes and customer journey frameworks
• Represent customer insights to inform product and business strategy
• Support talent acquisition and onboarding for the growing team
• Analyze performance and customer health metrics for strategy
• Champion collaboration and high performance culture

Requirements

• 5+ years in Customer Success, with 4+ years managing CSMs
• Experience managing large, complex customers
• Deep understanding of SaaS customer lifecycle
• Passion for developing and empowering people
• Strategic thinker with strong business acumen
• Excellent communicator with stakeholder influence
• Operationally strong and organized
• Experience with Salesforce or CRM/CS platforms
• EMEA experience, especially in the DACH region preferred
• Leading multicultural teams is a plus

Benefits

• Diverse and internationally distributed team
• Open communication and regular feedback
• Hybrid work with flexible hours
• Regular in-person team events
• Monthly full-day hacking sessions
• 30 days of annual leave