Customer Success Manager - Europe

You’re thinking about making a career move. You still want to be hands-on and out supporting your customer base, but you’re also keen to be in a role where you can start to shape the future of operations too. 

If that sounds like you, this Customer Success Manager based in Europe could be a great next step in your career. 


Who’s it for and what’s in it for you?

Manufacturers and their needs are at the heart of what this company does. Their smart factory software and management systems help these companies to achieve their operational goals and spot issues before they become significant. Their tech is focused on process improvement, detailed insights, and resolving shop floor issues by transforming real-time data into actionable insights.

They’re a rare combination of a small-team feel, with lots of room for visibility and autonomy, whilst also being backed by a software giant. It’s the best of both worlds!


What will your day to day look like?

This role is focused on retention and renewals. You’ll be tasked with building brilliant relationships with your customers, really digging into their specific needs to help them get the best out of their solutions. An average week might look like:
 

• Managing a portfolio of Enterprise-sized accounts
• Acting as an advisor to your customers on product best-use
• Owning the customer journey from deployment to adoption
• Helping customers achieve their digital transformation goals through personalised solutions
• Helping to drive platform adoption and secure renewals
• Acting as the internal voice of the customer to shape product roadmaps
• Measuring KPIs (like renewal, NRR and NPS) to track customer health
• Implementing data-driven improvements
• Supporting new customer onboarding activities

Success in this role looks like high levels of customer retention and renewals, with the ultimate aim of growing your accounts. 

There’s loads of opportunity to really help build the future of how our client handles customer success too, as this is an area they’re really investing in and growing right now. If you’re someone who’s looking for trust and autonomy in a role that you can make your own, then this could be perfect for you. 


This role will suit you if you…
 

• Have at least 5 years’ experience in a CS/Business Operations/ACM role
• Understand the Enterprise SaaS and ERP markets
• Have experience achieving high levels of customer retention and expansion
• Know a thing or two about customer lifecycle management
• Understand SaaS metrics and value realisation frameworks
• Are a great relationship builder, including at C-Level
• Keep customers at the heart of everything you do
• Love using data to inform the decisions you make
• Know how to navigate complex organisation dynamics

This role is remote, but you will need to travel up to 25% of the time across Europe to customer sites and for networking events.


Think this could be your next role?

Then we’d love to hear from you! If you’re interested in applying or would like to see the full job description for this role, please get in touch with Victoria on victoria.rybak@fmctalent.com


The fine print

Reference number: 20886
Temporary or Permanent: Permanent
FMC contact for this role: Victoria Rybak