Manager, Customer Success Managers

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8k5emq

pbThis position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success Managers based in Italy. /b /p pLead and develop a high-performing Customer Success team supporting commercial, enterprise, and strategic customers across EMEA and APAC. As Manager, Customer Success Managers, you will coach a team of 4–6 Customer Success Managers, helping them navigate complex renewals, reduce churn, and identify opportunities for account growth. You will play a central role in improving customer retention, strengthening account health, and driving measurable recurring revenue outcomes. Working closely with Sales, Support, Customer Engineering, and Product teams, you will remove operational barriers and enhance the processes that support customer success. You will also establish reliable forecasting practices, improve team playbooks, and ensure customer feedback informs business priorities. This fully remote leadership opportunity is ideal for a collaborative, data-driven professional who thrives in a fast-paced B2B SaaS environment. /p h3Accountabilities: /h3 pAs a people-focused leader, you will be responsible for your team's performance, professional development, and ability to deliver strong customer outcomes. You will combine hands-on coaching with operational oversight and cross-functional collaboration to improve retention, expansion, and customer satisfaction. /p ul liLead, coach, and develop a team of 4–6 Customer Success Managers across EMEA and APAC through regular one-to-one meetings, team sessions, and timely, constructive feedback. /li liSupport CSMs through complex renewal negotiations, churn risks, and account expansion discussions, serving as their first point of escalation. /li liInterview, train, and onboard new Customer Success Managers, ensuring consistent ramp-up and effective integration into the team. /li liIdentify and address performance gaps proactively, working with senior leadership when additional support or intervention is required. /li liMonitor account health across the team's portfolio, including renewal timelines, integration progress, product utilization, churn risks, and potential downsells.



/li liMaintain accurate and realistic forecasts for renewals and account performance, escalating risks early and providing clear recommendations to leadership. /li liPartner with Sales to identify, develop, and pursue upsell and cross-sell opportunities that contribute to account growth. /li liImprove Customer Success processes, playbooks, and documentation covering onboarding, account planning, renewal management, and customer-facing materials, adapting approaches to regional needs. /li liEnsure accurate and consistent customer data in Salesforce and Planhat to support reliable reporting and informed decision-making. /li liRepresent the team's priorities and communicate customer feedback to Sales, Support, Customer Success Engineering, and Product teams. /li liAdvocate for initiatives that influence annual recurring revenue (ARR), customer retention, and long-term account value. /li liFoster a collaborative, accountable team culture focused on continuous learning, helpfulness, and shared success. /li /ul h3Requirements: /h3 pThe ideal candidate brings substantial B2B SaaS Customer Success experience, proven people-management capabilities, and a strong track record of delivering retention and revenue outcomes. You should be comfortable coaching customer-facing professionals, managing complex accounts, and using data and structured processes to improve team performance. /p ul li5–8 years of overall Customer Success experience, including at least 1–2 years of direct management experience leading Customer Success Managers or other customer-facing teams. /li liExperience working as a Customer Success Manager in B2B SaaS, managing the complete customer lifecycle from onboarding through adoption, renewal, and expansion. /li liExperience in technology, fraud prevention, or cybersecurity is highly preferred.



/li liDemonstrated success helping a team achieve net revenue retention (NRR) and gross revenue retention (GRR) targets while maintaining accurate forecasts. /li liProven ability to improve Customer Success processes and playbooks, with measurable improvements in team performance or customer outcomes. /li liExperience supporting customers across EMEA; experience managing teams or accounts across multiple time zones is an advantage. /li liFamiliarity with Customer Success platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk. /li liExcellent communication skills, with the confidence to lead conversations with technical contacts, operational teams, and executive stakeholders. /li liAbility to work effectively in a fully remote, asynchronous environment using tools such as macOS, Slack, Google Workspace, and Zoom. /li liProficiency with AI tools, ideally Claude and Gemini, to improve productivity and streamline everyday work. /li liWillingness to travel for customer meetings and company events as required. /li liA team-first mindset, strong accountability, and a commitment to continuous learning, helpfulness, and professional growth. /li /ul h3Benefits: /h3 ul liCompetitive, geographically adjusted compensation based on experience, expertise, and work location. /li liUnited Kingdom salary range: b$85,000–$98,000 base salary /b, with on-target earnings (OTE) of b$102,000–$118,000 /b. /li liBroader EMEA salary range: $55,000–$98,000 base salary, with OTE of $66,000–$118,000, depending on location. /li liFully remote working environment with opportunities to collaborate across international teams. /li liOpportunity to lead and develop a distributed Customer Success team supporting commercial, enterprise, and strategic customers. /li liExposure to innovative device intelligence and online fraud prevention technology. /li liCollaborative, inclusive workplace that values diverse perspectives and encourages professional development. /li liOpportunity to influence customer retention, revenue growth, and cross-functional business priorities. /li liTravel opportunities for customer meetings and company events. /li /ul #J-18808-Ljbffr

Vedi l’offerta su Go Lavoro: golavoro.it/annuncio-lavoro/8k5emq