Founding Customer Success Manager, SME & Growth

Role Overview

As a founding member of the EMEA Customer Success function, you’ll help define how we support SME and mid-market customers as the business scales. You’ll own the customer journey through implementation, go-live and ongoing servicing, partnering closely with Sales, Account Management, Solutions Engineering, Support, Billing and Operations.

What You Will Do

Build the operating model for Customer Success across EMEA, help shape how we support SME and mid-market customers, project-manage feature implementation and coordinate stakeholders to move customers successfully from setup through go-live.

Why It Might Be a Fit

You’ll thrive here if you own the outcome, make decisions with incomplete information, work closely with people across multiple countries and time zones, and connect dots across functions.

Requirements

• At least five years’ experience in customer success, operations or account management, ideally supporting enterprise, SME or mid-market customers.
• Experience managing customer onboarding, implementation or activation processes from initial setup through go-live.
• Strong relationship-building and communication skills, with the confidence to work with people across different functions, backgrounds and levels of seniority.
• A technically minded approach, with experience delivering, supporting or troubleshooting SaaS or other technical solutions for customers.
• Strong attention to detail and a habit of checking work carefully to prevent downstream issues.
• The ability to manage multiple stakeholders, prioritise operational detail and keep customers informed through complex or time-sensitive issues.