Customer Success Manager EMEA

About the Role We are looking for an experienced Customer Success Manager (CSM) to own and grow relationships with our clients across the EMEA region. This role is focused on retention, renewals, expansion, and strategic account management, acting as a trusted advisor and the main point of contact between the client and internal teams. The ideal candidate is proactive, structured, comfortable managing complex accounts, and experienced working cross-functionally with Sales, Product, Operations, and Finance.

Location & Timezone Latam based willing to work in EMEA time zone

Key Responsibilities: Customer Ownership & Relationship Management

• Own a portfolio of around 50 accounts in the EMEA region.

• Act as the primary point of contact post-sale.

• Build strong, long-term relationships with key stakeholders and decision-makers.

• Understand customer business goals and align them with product value.

Onboarding & Adoption

• Lead and coordinate complex Onboardings.

• Ensure successful adoption of the platform and services.

• Define success milestones and track progress against them.

• Coordinate onboarding activities with Ops, Product, and other internal teams.

Renewals & Retention

• Own the renewal process for Enterprise customers.

• Proactively manage renewals (90/60/30-day cadence).

• Identify and mitigate churn risks early.

• Partner with Sales, Legal, and Finance on complex renewals and contracts.

Upsell & Expansion

• Identify expansion opportunities based on customer usage and needs.

• Partner with Sales to drive upsell and cross-sell opportunities.

• Support Enterprise expansion initiatives and new use cases.

Escalation Management

• Lead high-priority escalations and critical customer issues.

• Act as the customer advocate internally.

• Coordinate task forces and ensure timely resolution.

• Communicate clearly and transparently with customers during incidents.

Customer Health & Reporting

• Monitor customer health metrics and usage.

• Maintain accurate account data in CRM and internal tools.

• Provide visibility on risks, opportunities, and account status.

• Participate in QBRs, Success Reviews, and Executive-level meetings.

Cross-Functional Collaboration Work closely with:

• Sales (handoffs, renewals, expansions)

• Product (feedback, roadmap alignment) -Operations / Logistics

• Finance (billing, invoicing, credits, offboarding)

Required Qualifications

• 2-3+ years of experience in Customer Success, Account Management, or similar roles.

• Proven experience managing Enterprise Upper Mid Market / Large accounts.

• Experience working with customers in the EMEA region.

• Strong understanding of renewals, retention, and expansion strategies.

• Excellent communication skills (written and verbal).

• Comfortable handling escalations and difficult conversations.

• Strong organizational and prioritization skills.

• Fluent in English (additional European languages are a plus).

Nice to Have

• Experience in SaaS, logistics, supply chain, or B2B platforms.

• Experience working with complex contracts and multi-stakeholder accounts.

• Experience running QBRs and Executive-level presentations.

• Familiarity with CRM tools (HubSpot, Salesforce, etc.).

Key Success Metrics

• Renewal rate and churn reduction.

• Expansion and upsell contribution.

• Time-to-value and onboarding success.

• Customer satisfaction and account health.

• Escalation resolution time.

What do we offer?

• A 100% work-from-home position with a company that values and fosters personal and professional growth

• Monthly payment in USD

• 20 days of PTO and local national holidays

• Company Equipment

• Fixed Budget for expenses (healthcare, personal care or learning)