Customer Success Manager, EMEA

Overview

In this role, you will be the trusted advisor for a portfolio of Tax & Trade customers, driving adoption, value realization, and long-term success. You collaborate across Sales, Product, and Customer Success to protect renewals, uncover expansion opportunities, and advocate for the customer. You design tailored success plans, monitor usage trends, and guide onboarding and training to maximize product utilization. This position focuses on aligning customer outcomes with regulatory contexts while shaping product development through feedback.

Pay / Benefits

• Hybrid Work Model
• Flexible vacation
• Mental Health Days
• Headspace app
• Tuition reimbursement
• Retirement savings

Responsibilities

• Cultivate and sustain relationships with key stakeholders as the primary contact for ongoing engagement
• Design and execute tailored success plans aligned to objectives, regulatory context, and maturity
• Identify retention and churn risks and coordinate mitigation with internal teams to protect outcomes and renewals
• Conduct regular check-ins and Executive Business Reviews to align on priorities and address risks or opportunities
• Monitor usage and adoption trends to remove barriers and increase engagement and health
• Track success metrics such as health scores, feature adoption, time to first value, and satisfaction
• Collaborate with Sales to support renewals and identify expansion opportunities (upsell/cross-sell)
• Gather customer feedback to inform product development and roadmap prioritization
• Develop customer success stories and case studies demonstrating value of Tax & Trade solutions
• Partner cross-functionally to align initiatives with broader business objectives and strategic account plans

Key requirements

• 3–5 years in Customer Success, Account Management, Consulting, or client-facing roles in SaaS, Tax, Trade, Regulatory, or Financial Services
• Interest in technology and AI-enabled products with willingness to learn
• Ability to build trusted relationships with stakeholders at multiple levels
• Analytical mindset to interpret usage data and health indicators
• Excellent communication, presentation, and stakeholder-management skills
• Positive, customer-centric attitude with proactive risk/change management
• Ability to work in cross-functional teams and in regulated environments

• customer-centric mindset
• strong communication and storytelling
• stakeholder management
• SaaS experience
• ability to interpret usage/ adoption analytics
• data-driven decision making

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