Customer Success Manager

• Guide customers through subscription changes via email and scheduled calls
• Proactively follow up on cancellations, payment issues, and other customer concerns to help reduce churn
• Share best practices and encourage customers to adopt and maximize the products
• Respond empathetically to customer feedback and build trust
• Identify opportunities for additional resources, better-fit plans, or expansion
• Collaborate with teammates and other departments to address customer needs and represent the customer internally

• Lead and empower Customer Success Associates and Customer Success Managers across EMEA and APAC
• Own and drive regional Gross Retention Rate and Net Retention Rate metrics
• Recruit, manage, coach, and develop regional Customer Success teams
• Build customer success culture and improve how customers achieve success
• Participate actively in the Customer Success leadership team, contributing to vision, strategy, planning, and execution
• Own and drive Revenue and Customer Success operating model initiatives, including messaging, pricing, tiered customer engagement, career leveling, account health scoring, and digital success motions
• Collaborate with Sales, Product, Engineering, RevOps, Finance, Marketing, and other functions on cross-functional initiatives
• Partner with EMEA and APAC Sales Leadership to manage the business and execute strategic growth initiatives
• Use data and analytics to identify usage and engagement patterns and improve client experiences
• Build trust-based relationships with senior client stakeholders
• Participate as a senior voice in client Quarterly Business Reviews

Head of Customer Success – EMEA, APAC

• Administer, configure, and continuously improve Microsoft Dynamics 365 across Sales and Marketing
• Configure and customize entities, fields, forms, views, dashboards, workflows, business process flows, automation rules, and Power Automate flows
• Implement structured and prioritized CRM changes requested by sales, marketing, and customer support
• Collaborate with the Commercial Assistant to receive, assess, and prioritize CRM change requests
• Translate business requirements into CRM configurations and solutions
• Maintain change logs and communicate progress and timelines to stakeholders
• Coordinate with the external provider during the transition for knowledge transfer
• Monitor CRM data integrity and enforce data entry standards and validation rules
• Perform data audits and cleansing activities
• Manage user roles, security profiles, and access permissions
• Build and maintain sales and marketing dashboards and reports
• Support data extractions and analysis for the Commercial Director and department heads
• Collaborate on CRM-driven campaign performance reporting
• Manage CRM updates, patches, and Microsoft releases
• Troubleshoot and resolve user-raised CRM issues
• Maintain technical documentation for configurations, customizations, and integrations
• Support integrations between Dynamics 365 and email platforms, ERP, and support systems
• Deliver training and create user guides
• Act as the internal CRM expert and first point of contact for user queries
• Champion continuous improvement and advocate for efficiency-driving features

Customer Success Manager jobs in Greece

Customer Success Manager

Head of Customer Success – EMEA, APAC

CRM Specialist