Technical Customer Success Manager

Accountabilities

• Manage and strengthen relationships with customers across the EU region, serving as the primary Customer Success contact throughout the customer lifecycle.


• Develop a deep understanding of each customer's business objectives, success metrics, platform usage, and adoption strategy to drive measurable outcomes.


• Build strong partnerships with stakeholders across marketing, CRM, loyalty, product, technical, digital, and executive teams.


• Develop strong expertise in the platform’s capabilities, workflows, configurations, integrations, and product updates to provide strategic guidance and best-practice recommendations.


• Lead customer meetings, Executive Business Reviews, success planning sessions, workshops, and strategic alignment discussions.


• Proactively monitor customer health, engagement, satisfaction, and platform adoption while identifying risks, blockers, and opportunities for improvement.


• Support renewal and expansion initiatives by demonstrating customer value and identifying growth opportunities.


• Collaborate closely with Product, Support, Sales, Professional Services, Marketing, and Engineering teams to ensure customer success.


• Collect and communicate customer feedback to internal stakeholders to improve products, services, and customer outcomes.


• Contribute to the enhancement of customer success methodologies, reporting, automation, health monitoring, and operational processes.


• Utilize AI-powered tools and automation solutions to improve productivity, customer communications, reporting, and internal workflows.


• Travel approximately 30–40% across the EU region for customer visits, strategic meetings, workshops, and business reviews.

Requirements

• Proven experience in Customer Success, Client Success, Account Management, or a similar customer-facing role within a B2B SaaS environment.


• Strong understanding of the SaaS customer lifecycle, including onboarding, adoption, value realization, renewals, and account growth.


• Experience managing mid-market and/or enterprise customer relationships.


• Ability to quickly learn complex SaaS products and translate business goals into successful platform adoption strategies.


• Excellent communication, presentation, stakeholder management, and relationship-building skills.


• Strong problem-solving abilities, commercial awareness, and a proactive, structured approach to customer management.


• Demonstrated ability to manage multiple customer accounts while effectively prioritizing tasks and responsibilities.


• Experience using AI tools to improve workflows, reporting, documentation, automation, or customer-facing operations.


• Proven experience creating or implementing AI-enabled projects, workflows, or automations with measurable impact.


• Comfortable working in a remote, international, and fast-paced SaaS environment.


• Willingness and ability to travel regularly across Europe.


• Fluent English communication skills; additional European languages are considered an advantage.


• Must be legally authorized to work within the European Union.

Preferred Qualifications:

• Experience with loyalty technology, CRM, MarTech, customer engagement platforms, e-commerce solutions, or digital marketing technologies.


• Knowledge of loyalty program concepts such as rewards, points, tiers, segmentation, personalization, and omnichannel engagement.


• Experience working with customers in retail, fashion, beauty, hospitality, travel, grocery, or consumer goods industries.


• Familiarity with Executive Business Reviews, customer workshops, strategic planning sessions, and customer success frameworks.


• Experience with configurable SaaS platforms, APIs, integrations, implementation projects, or technical customer environments.


• Knowledge of platforms such as Shopify, Salesforce, Oracle, Emarsys, or similar technologies.

Benefits

• Competitive compensation package.


• Comprehensive health insurance coverage.


• Remote-first work environment with flexibility and autonomy.


• Flexible working hours to support work-life balance.


• International and multicultural team environment.


• Strong opportunities for career progression and professional development.


• Collaborative, fast-growing, and entrepreneurial workplace culture.


• Regular company gatherings and team events.


• Supportive team environment focused on learning, growth, and impact.


• Inclusive workplace that values diversity, innovation, and individual contributions.

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