Manager, Customer Success - EMEA

About the Role

Lead our dynamic Customer Success team across the EMEA region to drive customer adoption, retention, and growth for our innovative platform. This is a critical leadership role focused on maximizing customer value and ensuring long-term partnership success.

Responsibilities

• Manage, mentor, and coach a team of Customer Success Managers (CSMs) operating across various EMEA territories.
• Develop and implement strategic playbooks and processes to optimize the customer lifecycle, focusing on onboarding, adoption, renewal, and expansion.
• Own key performance indicators (KPIs) for the EMEA CS organization, including Net Revenue Retention (NRR), Gross Retention, and Customer Health Scores.
• Serve as an executive sponsor for key strategic accounts, ensuring alignment between customer goals and Camunda's product capabilities.
• Collaborate closely with Sales, Product, and Support teams to provide customer feedback and drive continuous improvement.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related client-facing role, with at least 2 years in a people management/leadership position.
• Proven track record of managing and developing high-performing Customer Success teams within a B2B SaaS environment, preferably supporting enterprise clients.
• Deep understanding of customer success methodologies, metrics (NRR, Churn), and experience utilizing CRM/CSM platforms (e.g., Salesforce, Gainsight).
• Exceptional communication, negotiation, and stakeholder management skills, comfortable presenting to C-level executives.
• Willingness to travel within the EMEA region as required for team support and key customer engagements.

Nice-to-Haves

• Experience working with workflow automation, process modeling, or developer tools.
• Fluency in an additional European language relevant to the EMEA market.
• Experience scaling CS operations during periods of rapid company growth.