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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in leading Customer Success teams within a B2B SaaS environment, focusing on customer retention, satisfaction, and strategic relationship management. Proficient in utilizing CRM and Customer Success platforms to drive data-informed decision-making and enhance customer value realization.
Highest-signal resume keywords
Customer Success LeadershipCustomer Retention StrategiesCRM Platform ProficiencyStakeholder ManagementAnalytical Problem-Solving
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer Success MethodologiesPerformance ManagementKPI SettingForecasting and ReportingLifecycle Management
Soft Skills
CoachingCommunicationTeam DevelopmentStrategic ThinkingInterpersonal Skills
Tools & Technologies
SalesforceClariVitallyCustomer Success Platforms
Industry Keywords
B2B SaaSCustomer EngagementChurn Risk MitigationCross-Sell and UpsellEnterprise Customer Relationships
About the role
Key responsibilities & impact- Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers
- Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development
- Establish a high-performing, accountable, and customer-centric culture across EMEA
- Set objectives, KPIs, and performance expectations for the Customer Success team
- Coach and develop team members, including career development, succession planning, and capability building
- Establish and execute the regional Customer Success strategy
- Drive customer retention, satisfaction, lifetime value, adoption, renewals, and expansion
- Identify and mitigate churn risks and oversee customer health, engagement, adoption, renewal, and expansion metrics
- Partner with Sales and Account Management on cross-sell and upsell opportunities
- Build strategic and enterprise customer relationships and act as an executive-level escalation point
- Oversee executive business reviews and strategic customer engagements
- Ensure effective onboarding, success plans, product adoption, and value realization
- Use CRM and Customer Success platforms to support data-informed decision making
- Develop forecasting and reporting for the EMEA Customer Success organisation
- Partner with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience
- Recruit, onboard, and retain Customer Success talent across EMEA
- Develop career paths, conduct performance reviews, and implement training and development programmes
Requirements
What you’ll need- 8–12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably within B2B SaaS
- Significant experience leading and developing Customer Success teams, including managers and senior individual contributors
- Proven experience managing complex enterprise and strategic customer relationships
- Demonstrated track record of improving customer retention, adoption, satisfaction, and expansion
- Strong commercial understanding with experience partnering with Sales on renewals, cross-sell, and upsell opportunities
- Experience operating within a complex, global SaaS organisation and working effectively across multiple functions and geographies
- Strong understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realisation
- Experience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar
- Exceptional leadership, coaching, communication, and stakeholder management skills
- Strong analytical and problem-solving abilities, with the ability to translate customer and business data into actionable strategies
- Ability to operate strategically while maintaining a strong understanding of day-to-day customer and team needs
- Bachelor’s degree or equivalent professional experience
Benefits
Comp & perks- Equal Opportunity Employer committed to diversity and an inclusive environment
- Remote work arrangement