Customer Success Manager

Customer Success Manager

Location: Remote (UK)

• Employment Type: Full-time
• Compensation: €70,000–€100,000 base + performance-based bonus
• Reporting To: VP of Customer Success

ABOUT US:

• We are a fast-growing leader in AI-powered observability and hybrid infrastructure intelligence, helping enterprise organizations gain complete visibility across applications, services, and underlying infrastructure. Our platform enables IT, operations, and platform engineering teams to monitor performance, identify bottlenecks, reduce risk, and optimize costs across increasingly complex hybrid and AI-driven environments
• Through continued innovation and strategic expansion in observability and AI infrastructure, we are helping enterprise customers improve operational efficiency, make smarter decisions, and maintain resilient, high-performing systems at scale

THE OPPORTUNITY:

• We are hiring a Customer Success Manager to manage a portfolio of approximately 30 EMEA accounts, primarily across the UK and Europe. This role is focused on customer retention, renewals, and delivering measurable customer outcomes, making it an excellent opportunity for a commercially minded customer success professional who combines strong relationship management with operational discipline and execution
• This is a highly visible role with clear growth toward broader ownership of renewals, retention strategy, and senior stakeholder engagement

KEY RESPONSIBILITIES:Customer Retention & Renewals

• Manage a portfolio of approximately 30 core EMEA customer accounts
• Support and progressively take ownership of renewals and gross revenue retention (GRR)
• Identify churn and downsell risks early and implement proactive retention strategies
• Maintain accurate forecasting, customer health tracking, and account records in Salesforce

Outcome-Based Customer Engagement

• Lead outcome planning with customers by defining measurable goals aligned to platform value
• Conduct structured business reviews to assess progress, identify opportunities, and establish next steps
• Clearly communicate customer ROI and business impact to reinforce long-term value and customer retention

Account Management & Execution

• Drive customer engagements with clear plans, milestones, accountability, and follow-through
• Partner cross-functionally with Sales, Product, and Support teams to ensure customer success initiatives are delivered effectively
• Ensure customer needs, concerns, and operational issues are addressed in a timely and professional manner

Stakeholder Management

• Build strong, trusted relationships across customer organizations
• Communicate clearly, confidently, and professionally across all customer interactions
• Develop executive presence and progressively engage senior stakeholders with confidence and commercial awareness

REQUIRED QUALIFICATIONS:

• At least 3–6 years of experience in Customer Success, Account Management, or similar client-facing commercial roles
• Experience supporting SaaS or recurring revenue customers
• Exposure to renewals, retention strategies, or customer growth initiatives
• Strong organizational and project management capabilities, with the ability to manage multiple accounts effectively
• Excellent written and verbal communication skills, with strong stakeholder management ability
• Bachelor's degree required

Preferred Experience

• Experience within B2B SaaS environments
• Exposure to observability, monitoring, APM, infrastructure analytics, or IT operations ecosystems
• Previous experience working for, supporting, or partnering with an observability platform company is highly preferred, as familiarity with enterprise monitoring, infrastructure visibility, and performance analytics solutions will be viewed very favorably for this role

WHAT SUCCESS LOOKS LIKE:

• Strong execution across a strategic portfolio of customer accounts
• Customer risks identified early and addressed proactively
• Customers consistently progressing toward clearly defined business outcomes
• Increasing ownership of renewals, retention performance, and account growth opportunities
• Effective collaboration across internal teams to deliver an exceptional customer experience

WHY JOIN US:

• Opportunity to make a direct impact within a high-growth technology business
• Work in a flexible, innovative, and collaborative environment
• Competitive compensation package with performance-based upside
• Clear career progression within Customer Success and broader commercial account ownership
• Work alongside enterprise customers solving complex infrastructure and operational challenges at scale

We are an equal opportunity employer, and we are an organization that values diversity. We welcome applications from all qualified candidates, including minorities and persons with disabilities.

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