HeroDevs
Customer Success Manager, EMEA
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Customer Success Manager
We are seeking an organized, detail-oriented Customer Success Manager to join our Customer Success team. In this associate-level role, you’ll own a high-volume portfolio of smaller, EMEA-based accounts, running their renewals and kickoff calls and keeping their account data accurate, so each customer keeps the value of their coverage for as long as they need it. This is a hands-on, process-driven role and a growth path into a broader Customer Success Manager position. If you’re highly organized, communicate clearly, and enjoy keeping a lot of moving pieces on track without letting anything slip, we want to hear from you.
Job Responsibilities
- Own the end-to-end renewal process for a portfolio of roughly 60-70 smaller EMEA accounts, from outreach through confirmation
- Run kickoff calls for newly signed accounts, setting expectations for what their coverage includes and how support works
- Maintain an accurate rolling renewal forecast for your book in Salesforce, and flag at-risk renewals to your manager early
- Track each account's covered products and end-of-life exposure so renewal conversations reflect what's actually running in production
- Escalate accounts that need contract negotiation, technical depth, or expansion discussion to a Senior CSM, Account Executive, or Sales Engineer
- Keep account and opportunity data clean and current in Salesforce
- Spot straightforward expansion or cross-sell signals in your accounts and hand them off to the Senior CSM or AE for follow-up
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Required Qualifications
- 1+ years of experience in a client-facing, customer support, or account management role (Salesforce experience a plus, not required)
- Proven ability to manage a high volume of accounts at once and stay organized without letting things fall through the cracks
- Excellent written and verbal communication skills in English
- Comfortable working in a CRM day-to-day (Salesforce preferred) to track renewals, forecasts, and account status
- Based in Europe, able to work core hours that overlap with EMEA business hours
- Self-motivated and process-oriented, with good judgment about when to escalate versus handle something directly
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Preferred Qualifications
- Prior experience with renewals or a subscription-based business
- Enough technical comfort to follow a basic conversation about software versions, dependencies, or end-of-life timelines
- A second European language in addition to English
Other Job Details
- Job Type: Full-time
- Schedule: Best 40hrs/wk Monday-Friday
- Language: English (Required)
- Work Location: Remote (EMEA)
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