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Customer Success - Strategic - EMEA
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Customer Success - Strategic - EMEA
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success - Strategic - EMEA based in United Kingdom.
This is a strategic customer-facing role focused on building long-term partnerships with enterprise and strategic clients across the EMEA region.
You will manage a portfolio of approximately 20–30 high-value accounts, aligning customer objectives with product capabilities and business strategy.
Your focus will be on accelerating adoption, delivering measurable customer outcomes, and identifying opportunities to expand engagement across multiple products.
You will own key commercial outcomes, including renewals, expansions, retention, and customer growth within your portfolio.
Working closely with Sales, Engineering, Customer Success leadership, and other teams, you will help develop scalable approaches to customer management.
You will also act as a strong internal voice for customers, using their feedback and insights to influence product priorities and improve the overall customer experience.
The role offers significant ownership in a fast-moving, AI-first environment where impact, autonomy, and continuous improvement are highly valued.
Accountabilities
- Build and manage strategic relationships across a portfolio of approximately 20–30 enterprise and high-value customers.
- Develop a deep understanding of customer objectives, business priorities, challenges, and success criteria, and align them with the product strategy.
- Lead customer onboarding and long-term adoption initiatives, ensuring customers realize meaningful and measurable value.
- Analyze customer usage and engagement across multiple products to identify opportunities for deeper adoption, integration, and increased customer value.
- Own commercial outcomes across the portfolio, including renewals, expansions, retention, and new-product adoption.
- Manage key performance indicators such as Net Revenue Retention (NRR) and Gross Revenue Retention (GRR), while contributing to broader growth objectives.
- Build trusted relationships with senior stakeholders and become a strategic partner to customers rather than simply a point of contact.
- Partner with Customer Success leadership, Sales, Engineering, and other cross-functional teams to address customer needs and develop scalable solutions.
- Identify opportunities to improve customer success processes, operational workflows, and best practices across the organization.
- Represent the customer internally, communicating insights and feedback that can help shape product priorities and the broader customer experience.
- Contribute to a culture of customer success excellence through continuous experimentation, learning, and process improvement.
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Requirements
- 7–10 years of experience in Customer Success, Account Management, Strategic Partnerships, or a closely related function within a fast-paced SaaS environment.
- Proven experience demonstrating and delivering measurable value for customers using technical, complex, or mission-critical products.
- Experience working with AI, emerging technologies, or similarly sophisticated technical products is highly desirable.
- Strong experience managing strategic enterprise accounts within the DACH market, with a deep understanding of its business environment, customer expectations, and market dynamics.
- Ability to provide market and customer insights that can support broader go-to-market strategies.
- Strong commercial acumen and a proven track record of managing and achieving renewal, retention, and expansion objectives.
- Builder mindset with a focus on developing scalable systems, improving operational efficiency, and continuously refining customer success practices.
- Exceptional communication and relationship-building skills, with the ability to establish credibility and influence stakeholders across complex organizations.
- Strong executive presence and the ability to navigate relationships with senior decision-makers.
- Analytical and creative problem-solving abilities, with the ability to turn customer and product insights into strategic opportunities.
- Strong cross-functional collaboration skills and comfort working in a high-velocity, low-bureaucracy environment.
- Fluency in English and German is essential; additional languages are an asset.
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Benefits
- Opportunity to work on innovative AI products with significant potential to shape how businesses interact with technology.
- High-autonomy environment focused on impact rather than job titles or rigid hierarchies.
- Fast-paced culture built around rapid experimentation, lean teams, and minimal bureaucracy.
- AI-first working environment where technology is used extensively to improve productivity and quality.
- Global team and international working environment that prioritizes talent and impact regardless of location.
- Multiple opportunities for professional growth and the ability to expand your impact beyond your immediate responsibilities.
- Annual discretionary professional development and learning stipend.
- Annual discretionary stipend to support meeting and traveling with colleagues.
- Company-wide annual offsite in a different international location each year.
- Monthly coworking stipend for employees who are not located near a main hub.
- Fully remote working setup across Europe.
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