Senior Customer Success Manager EMEA - Remote

Overview

We are seeking an experienced and results-oriented Senior Customer Success Manager to join our team. The ideal candidate will have a robust background in customer success within the HR tech space, with experience managing both mid-market and enterprise-level accounts.

In Short

• Ensure high levels of customer satisfaction by managing response times, NPS, and CSAT scores.
• Oversee the onboarding process for new customers, providing necessary training.
• Build and maintain strong relationships with mid-market and enterprise-level customers.
• Anticipate customer needs and proactively address potential issues.
• Focus on customer retention and identify opportunities for account expansion.
• Monitor and analyze customer health metrics.
• Collect and relay customer feedback to internal teams.
• Work closely with sales, marketing, and product teams.
• Provide regular reports on customer success metrics.
• Mentor and support junior customer success managers.

Requirements

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum of 3 years of relevant work experience in customer success.
• Proven experience managing mid-market and enterprise-level accounts.
• Strong understanding of customer success metrics and best practices.
• Excellent communication and relationship-building skills.
• Ability to work independently and as part of a team.
• Proficiency in CRM software and Microsoft Office Suite.
• Strong problem-solving skills and a proactive approach.

Benefits

• A competitive salary.
• An asynchronous working environment.
• A 'Remote-First' company environment.
• The ability to work from abroad for a short period of time.
• Growth opportunities within the company.
• Necessary hardware provided for new joiners.