Manager, Customer Success, EMEA

Overview

As Manager, Customer Success in London, you lead the EMEA CS team to own renewal and expansion outcomes across Commercial, Mid-Market, and Enterprise. You’ll shape the regional playbook, align with Sales, Solutions Engineering, and CS Operations, and ensure a reliable revenue engine with predictable renewals and healthy ARR growth. You’ll coach a growing team, drive forecast accuracy, and elevate customer health metrics to proactively manage risk. This role offers scope to build scalable processes, influence product feedback, and lead strategic engagements with senior IT and security leaders.

Responsibilities

• Lead and develop a small CS team, including a Team Lead, with hiring and ramp plans as headcount grows
• Own the team’s gross revenue retention and ensure on-time renewals
• Drive gross expansion ARR through upsell/cross-sell, especially to newer products
• Manage weekly renewal and expansion forecasts and ensure accurate data in HubSpot
• Make customer health data visible and actionable across onboarding, adoption, and risk management
• Lead executive engagements, QBRs, and strategic conversations with senior IT/security stakeholders
• Hire, ramp, and retain CS talent while improving team performance
• Collaborate with CS Operations and GTM Strategy to generate repeatable regional playbooks
• Provide Voice of the Customer to Product, Support, and Marketing to inform improvements
• Maintain operational rigor around plans, metrics, and reporting
• Shape the team structure by segment and market as the business grows

Key requirements

• 7+ years in CS or Account Management at a B2B SaaS company
• 3+ years of managing quota-carrying CSMs
• Experience owning retention and expansion targets across multiple EMEA markets
• Proven track record hiring and scaling CS teams and improving performance
• Strong forecasting and pipeline discipline with data-driven approach
• Coaching mindset and ability to provide actionable feedback
• Commercial instincts for renegotiations and expansion deals with Sales
• Executive presence with senior IT/security buyers
• Data-driven approach to health signals and adoption
• Experience in IT/security/device management/identity SaaS is a plus
• HubSpot familiarity and CS tech stack experience (Gong, Zendesk) is a plus
• Additional European languages are a plus

• coaching
• communication
• strategic influence
• HubSpot
• Gong
• Zendesk

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