Customer Success Manager

• Lead a high-performing regional team of Customer Success Managers (CSMs) and Customer Success Engineers (CSEs).
• Create and execute strategies that ensure customers realize maximum value from our solutions.
• Guide the team through scaling operations, maturing processes, and navigating transformational change.
• Define and execute the EMEA/ROW customer success strategy in alignment with global objectives.
• Drive customer outcomes including retention, upsell, cross-sell, and advocacy.
• Serve as an executive sponsor for strategic accounts and a senior escalation point for customer issues.
• Design and implement scalable processes, playbooks, and customer health frameworks.
• Champion technology adoption to increase efficiency.
• Establish operational KPIs and governance to ensure consistency and quality of delivery.
• Partner closely with Sales and collaborate with Product, Engineering, and Marketing.

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