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NICE
Posted: 10/13/2026Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing Customer Success teams, with a strong focus on retention and expansion strategies in B2B SaaS environments. Proficient in data-driven customer health analysis and effective communication with senior stakeholders.
Highest-signal resume keywords
Customer Success ManagementRetention And Expansion StrategiesTeam Leadership And DevelopmentForecasting And Pipeline DisciplineB2B SaaS Experience
About the role
Key responsibilities & impact- Lead, coach, and develop a team of four to five Customer Success Managers, growing to six to eight
- Set expectations, deliver feedback, run 1:1s and account reviews, and improve team book management
- Own gross revenue retention and build an early, accurate, on-time renewal motion
- Drive gross expansion ARR through upsell and cross-sell, partnering with EMEA Sales
- Run weekly renewal and expansion forecasts and maintain accurate HubSpot deal data
- Build customer-health reporting across onboarding, time-to-value, usage, and adoption
- Identify stalled or at-risk accounts and implement plans before churn
- Lead QBRs, executive business reviews, escalations, and commercial conversations with senior IT and security leaders
- Hire, ramp, develop, and retain CS talent
- Manage performance through coaching plans, process changes, and clear expectations
- Partner with CS Operations and GTM Strategy & Operations on assignments, capacity, health scoring, metrics, and reporting
- Develop a repeatable EMEA customer success playbook
- Bring EMEA customer feedback and regional security, compliance, and data requirements to Product, Support, and Marketing
Requirements
What you’ll need- 7+ years in Customer Success or Account Management at a B2B SaaS company, including 3+ years managing quota-carrying CSMs
- Track record of owning retention and expansion targets and hitting them, with measurable results
- Experience leading renewals and expansion across Commercial, Mid-Market, and Enterprise customers in multiple EMEA markets
- Track record of hiring, ramping, and retaining strong CSMs and growing an established team while raising performance
- Strong forecasting and pipeline discipline
- Ability to coach CSMs through customer calls and lead through the team rather than carrying accounts
- Commercial instincts and comfort leading renewal negotiations, pricing conversations, and expansion deals alongside Sales
- Executive presence with senior IT and security buyers and credibility with senior company leaders
- Data-first approach to customer health using usage and adoption signals
- Experience in IT, security, device management, or identity SaaS is a strong plus
- HubSpot experience and familiarity with Gong, Zendesk, or similar CS tools is a plus
- Additional European languages are a plus
Benefits
Comp & perks- Full-time employment
- In-office presence three days a week (hybrid work arrangement)
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Gross Revenue RetentionUpsell And Cross-SellCustomer Health ReportingPerformance ManagementRenewal Negotiations
Soft Skills
Coaching And MentoringExecutive PresenceCommercial Instincts
Tools & Technologies
HubSpotGongZendesk
Industry Keywords
B2B SaaSEMEA MarketsAccount ManagementIT SecurityDevice Management