Senior Manager - Customer Success EMEA

Role Overview: You will be joining a global hiring revolution that aims to shape a future where talent can thrive everywhere, driving innovation and progress on a global scale. As the Senior Manager, Customer Success (EMEA), you will play a crucial role in driving customer satisfaction, retention, and growth across the EMEA region. Reporting directly to the Head of Customer Success, you will lead and scale a team of Customer Success Managers, setting clear goals, providing coaching, and fostering a high-performance, customer-first culture. Your role will involve collaborating with cross-functional teams to align on customer needs, improve processes, and maximize impact. Key Responsibilities: - Lead and scale a team of Customer Success Managers across the EMEA region, setting clear goals, providing coaching, and fostering a high-performance, customer-first culture. - Define and track KPIs, customer health metrics, and success frameworks to drive accountability and ensure consistent delivery of value. - Develop and execute customer success strategies that enhance satisfaction, retention, and growth. - Collaborate with cross-functional teams (Sales, Marketing, Product, and Operations) to align on customer needs, improve processes, and maximize impact. - Build and maintain strong relationships with key customer stakeholders, ensuring long-term partnerships and advocacy. - Analyze customer data and trends to identify risks, opportunities, and areas for expansion. - Design and implement scalable onboarding and offboarding processes to deliver seamless customer experiences. - Drive revenue growth by identifying upsell and cross-sell opportunities in partnership with Sales. - Stay ahead of industry trends and best practices to continuously elevate customer success initiatives. Qualifications Required: - Minimum 10+ years of customer-facing experience (ideally within B2B SaaS or HR). - Minimum 7+ years in a Customer Success / Account Management role. - Minimum 4+ years of experience in a People Management role, with a proven track record in: - Building and scaling high-performing customer success teams. - Coaching, mentoring, and developing talent to achieve their full potential. - Driving performance management through clear KPIs, success metrics, and regular feedback. - Fostering a collaborative, inclusive, and growth-oriented team culture. - At least 2 of the last 3 years consistently overachieving goals and targets. - A people-first, growth-oriented mindset with the ability to inspire and influence. - Strong stakeholder management skills with proven experience aligning team goals to broader business objectives. - Ability to work independently, solve problems proactively, and collaborate effectively. - Strong comprehension of value-based sales and customer lifecycle management. - Discipline in account planning, forecasting, and quota attainment. - Comfortable working in the UK shift.,