Manager, Customer Success Managers

Accountabilities:

As a people-focused leader, you will be responsible for your team's performance, professional development, and ability to deliver strong customer outcomes. You will combine hands-on coaching with operational oversight and cross-functional collaboration to improve retention, expansion, and customer satisfaction.

• Lead, coach, and develop a team of 4–6 Customer Success Managers across EMEA and APAC through regular one-to-one meetings, team sessions, and timely, constructive feedback.

• Support CSMs through complex renewal negotiations, churn risks, and account expansion discussions, serving as their first point of escalation.

• Interview, train, and onboard new Customer Success Managers, ensuring consistent ramp-up and effective integration into the team.

• Identify and address performance gaps proactively, working with senior leadership when additional support or intervention is required.

• Monitor account health across the team's portfolio, including renewal timelines, integration progress, product utilization, churn risks, and potential downsells.

• Maintain accurate and realistic forecasts for renewals and account performance, escalating risks early and providing clear recommendations to leadership.

• Partner with Sales to identify, develop, and pursue upsell and cross-sell opportunities that contribute to account growth.

• Improve Customer Success processes, playbooks, and documentation covering onboarding, account planning, renewal management, and customer-facing materials, adapting approaches to regional needs.

• Ensure accurate and consistent customer data in Salesforce and Planhat to support reliable reporting and informed decision-making.

• Represent the team's priorities and communicate customer feedback to Sales, Support, Customer Success Engineering, and Product teams.

• Advocate for initiatives that influence annual recurring revenue (ARR), customer retention, and long-term account value.

• Foster a collaborative, accountable team culture focused on continuous learning, helpfulness, and shared success.

Requirements:

The ideal candidate brings substantial B2B SaaS Customer Success experience, proven people-management capabilities, and a strong track record of delivering retention and revenue outcomes. You should be comfortable coaching customer-facing professionals, managing complex accounts, and using data and structured processes to improve team performance.

• 5–8 years of overall Customer Success experience, including at least 1–2 years of direct management experience leading Customer Success Managers or other customer-facing teams.

• Experience working as a Customer Success Manager in B2B SaaS, managing the complete customer lifecycle from onboarding through adoption, renewal, and expansion.

• Experience in technology, fraud prevention, or cybersecurity is highly preferred.

• Demonstrated success helping a team achieve net revenue retention (NRR) and gross revenue retention (GRR) targets while maintaining accurate forecasts.

• Proven ability to improve Customer Success processes and playbooks, with measurable improvements in team performance or customer outcomes.

• Experience supporting customers across EMEA; experience managing teams or accounts across multiple time zones is an advantage.

• Familiarity with Customer Success platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk.

• Excellent communication skills, with the confidence to lead conversations with technical contacts, operational teams, and executive stakeholders.

• Ability to work effectively in a fully remote, asynchronous environment using tools such as macOS, Slack, Google Workspace, and Zoom.

• Proficiency with AI tools, ideally Claude and Gemini, to improve productivity and streamline everyday work.

• Willingness to travel for customer meetings and company events as required.

• A team-first mindset, strong accountability, and a commitment to continuous learning, helpfulness, and professional growth.

Benefits:

• Competitive, geographically adjusted compensation based on experience, expertise, and work location.

• United Kingdom salary range: $85,000–$98,000 base salary, with on-target earnings (OTE) of $102,000–$118,000.

• Broader EMEA salary range: $55,000–$98,000 base salary, with OTE of $66,000–$118,000, depending on location.

• Fully remote working environment with opportunities to collaborate across international teams.

• Opportunity to lead and develop a distributed Customer Success team supporting commercial, enterprise, and strategic customers.

• Exposure to innovative device intelligence and online fraud prevention technology.

• Collaborative, inclusive workplace that values diverse perspectives and encourages professional development.

• Opportunity to influence customer retention, revenue growth, and cross-functional business priorities.

• Travel opportunities for customer meetings and company events.