Senior Manager of Customer Success Management (EMEA/APJ)

• The Manager of Customer Success Management (CSM) will report to the Director of Customer Success, working collaboratively to achieve company goals and advance customer success initiatives across the Enterprise segments
• As a leader within the Customer Success organization, this role will partner closely with cross-functional teams to support and scale the CSM function. The ideal candidate brings strong people management skills, experience operating in high-volume, scaled customer environments, and a focus on driving efficient, data-informed customer engagement, retention, and growth strategies
• Leadership and People Management:
• Build, lead, and mentor a team of CSMs supporting Enterprise customers
• Foster a collaborative, high-performance, and customer-centric culture
• Provide coaching, performance management, and career development support
• Drive accountability through clear goals, metrics, and regular feedback
• Segment Strategy and Execution:
• Partner with Customer Success and cross-functional leaders to define segment-specific strategies
• Execute programs tailored to Enterprise customer needs
• Design and operationalize engagement models
• Ensure consistency in customer journeys while adapting for segment nuances
• Customer Management:
• Maintain visibility into adoption, health scores, and engagement metrics across the portfolio
• Guide the team in identifying churn risks and expansion opportunities
• Drive proactive outreach and intervention based on data insights
• Support account reviews and leverage segment-level insights to improve outcomes
• Client Engagement and Advocacy:
• Ensure strong stakeholder relationships across Enterprise accounts
• Deliver consistent value through interactions
• Capture and synthesize customer feedback to inform internal teams
• Act as the voice of the customer to influence product and go-to-market strategy
• Retention and Growth:
• Collaborate with Sales, Product, and Marketing to drive adoption and expansion
• Support renewal strategies and improve retention outcomes across segments
• Leverage data to contribute to accurate forecasting and pipeline visibility
• Identify and scale growth opportunities within the Enterprise base
• Operational Excellence:
• Implement and refine processes that enable scale and efficiency
• Improve team productivity through tooling, automation, and best practices
• Standardize workflows and reporting for consistency and visibility
• Monitor industry trends and evolve engagement strategies accordingly

Benefits

• Equity/stock options
• Unlimited PTO
• Remote work with flexible coworking and team meetup opportunities
• Home office and internet stipend
• 100% health/dental/vision insurance coverage for you and your family

• Background in Cybersecurity, DevOps, or a related technical domain preferred
• Currently located in the United Kingdom
• Proven ability to drive retention and growth in a metrics-driven environment
• 4+ years of experience in Customer Success, Technical Account Management, or related fields
• Experience supporting Enterprise or high-ARR customer segments
• Strong operational mindset with experience building or optimizing processes
• Experience with high-touch customer success models
• Prior people management experience with a track record of developing high-performing teams
• Bachelor’s degree in a relevant field; advanced degree preferred
• Excellent communication and interpersonal skills across diverse audiences