Customer Success Manager

About the Role

We are seeking a commercially focused Customer Success Manager to oversee a portfolio of key customers across EMEA, helping them adopt and maximize the benefits of our leading SaaS platform. This role will place you at the heart of our digital transformation, driving customer satisfaction, retention, and long-term growth.

Key Responsibilities

• Manage strategic customer accounts throughout EMEA, ensuring successful transition from legacy solutions to a modern SaaS platform.
• Build and nurture trusted relationships with executives, business leaders, and end-users.
• Create and execute Customer Success Plans that align with customers' goals and measurable business outcomes.
• Lead onboarding, adoption, engagement, and foster ongoing value realization.
• Conduct Quarterly Business Reviews, health monitoring, and strategic planning sessions.
• Serve as a trusted advisor by sharing industry best practices and product knowledge.
• Manage renewals, customer retention, and Net Revenue Retention (NRR) performance.
• Identify and pursue upsell and cross-sell opportunities collaboratively with Sales.
• Monitor client health proactively to mitigate risks and implement retention strategies.
• Collect and relay customer feedback to guide product development.
• Encourage customer advocacy through references, case studies, and success stories.
• Maintain detailed CRM records, account plans, and forecasting data.
• Partner closely with Sales, Product, and Technical Support teams to ensure a seamless customer experience.

Candidate Profile

• Experience managing strategic customer relationships, ideally within Customer Success, Strategic Account Management, or Senior Account Management roles.
• Background in SaaS, technology, software, or the construction and built environment sectors.
• Demonstrated success in improving customer retention, renewals, and account growth.
• Proven ability to deliver onboarding programs and drive adoption of software solutions.
• Strong commercial insight with the capability to identify opportunities for business expansion.
• Excellent stakeholder management skills, particularly in engaging senior decision-makers.
• Proficiency using CRM systems and tracking customer success metrics.
• Exceptional communication, presentation, and relationship-building abilities.
• Proactive, organized, and customer-centric mindset.

Success Metrics

• Achieve high Net Revenue Retention (NRR) rates.
• Boost customer retention and renewal percentages.
• Expand revenue by upselling and cross-selling.
• Increase product adoption and customer engagement levels.
• Enhance customer health and satisfaction indicators.
• Develop strong customer advocacy including references and case studies.

Why Join Us

• Opportunity to drive growth in an innovative SaaS platform company.
• Engage with prominent customers across the EMEA region through strategic relationship management.
• Collaborate with Product, Sales, and Support teams to influence outcomes.
• Shape Customer Success best practices within a supportive, value-driven culture.
• Strong prospects for career growth in a rapidly expanding business.
• Receive a competitive salary and comprehensive benefits package.