EMEA - Senior Manager, Technical Account Management

The Role

• Lead, inspire, and develop a team of CSMs focused on mid-market to enterprise accounts in EMEA
• Drive accountability, execution, and a high-performance culture with clear KPIs and coaching frameworks
• Mentor and develop CSMs at all levels, from onboarding new hires to leveling up seasoned pros
• Create clarity in chaos: Navigate ambiguity, shifting priorities, and fast-changing conditions with poise and urgency
• Oversee execution of our Customer Engagement Process (CEP) across your team’s Book of Business:
• Ensure onboarding is smooth and value realization is fast for adoption accounts
• Identify and act on cross-sell, upsell, and new use case opportunities for expansion accounts
• Intervene early, run risk mitigation plays, and execute save plans for renewal risk accounts
• Use health scores, adoption data, and renewal timelines to dynamically prioritize accounts at scale
• Lead and participate in internal renewal strategy calls, deal reviews, and executive business reviews (EBRs)
• Partner closely with Sales, Services, Solutions, and Product to deliver seamless customer experiences
• Act as a voice of the customer internally—surfacing feedback, blockers, and opportunities to inform roadmaps and strategy

Qualifications

• 5+ years in Customer Success, with at least 2 years managing high-performing CSM teams
• Experience managing B2B SaaS customers at scale (mid-market to enterprise)
• Exceptional prioritization, ownership mindset, and execution horsepower
• Proven success executing playbooks across onboarding, renewal, expansion, and churn risk
• Comfortable operating with limited direction in a high-change environment
• Strong communication and collaboration skills across multiple stakeholders
• Ability to operate at scale to manage hundreds of accounts, be data-driven, and obsessive with ownership mindset
• Bonus: Experience with ClickUp (or similar work management software), Gainsight, Salesforce, or other CS tech stacks; ability to interpret customer data and health metrics to drive actions; experience building or scaling CS processes in a fast-growth environment