IN2-SaaS | International Software-as-a-Service Recruiters
Enterprise Customer Success Manager
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Customer Success Manager, Enterprise (EMEA)
Location: United Kingdom (Remote-first, with 1 day/week/every other week in the London office)
Languages Required: Fluent English, French, and Spanish
Compensation: £70,000 - £80,000 base + £20,000 - £30,000 OTE + comprehensive benefits package
About the Opportunity
At IN2-SaaS, we have been retained by an established, global SaaS vendor that powers how the world’s largest enterprises deliver and understand digital experiences at scale. Their platform provides critical observability, intelligence, and optimization across major collaboration and video tools like Microsoft Teams, Webex, and Vimeo. By turning raw network and user-experience data into clear, actionable insights, they help Fortune 500 companies focus on the metrics that actually matter.
We are looking for a trilingual Enterprise Customer Success Manager to take ownership of a high-value, strategic EMEA account portfolio. This is a highly visible, retention-led role with a strong secondary focus on commercial expansion as they bring new platform capabilities to the market.
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What You'll Do
- Own the Portfolio: Take primary accountability for retention (GRR & NRR) across their most strategic enterprise EMEA accounts.
- Lead Strategic Reviews: Run a disciplined cadence of Quarterly Business Reviews (QBRs) and strategic outcome planning sessions to translate customer business goals into platform value.
- Drive Commercial Expansion: Partner with Sales to identify and qualify net-new ARR opportunities within your accounts, navigating price realization and value-based commercial negotiations.
- Engage Stakeholders: Build and maintain trusted relationships across IT, communications, and executive sponsors in multiple languages.
- Collaborate Globally: Work closely with Solutions Architects, Product, and executive leadership, with occasional travel across EMEA and an annual trip to the US for company meetings.
What We're Looking For
- Languages: Full professional fluency in English, French, and Spanish is required.
- Experience: 4+ years in SaaS Customer Success or Enterprise Account Management, ideally within Observability, IT, or Video solutions.
- Commercial Instincts: A proven track record of managing enterprise retention, with the ability to handle commercial negotiations, price increases, and value-based renewals.
- Data Fluency: Comfortable using health metrics, usage analytics, and automation tools to prioritize your book of business and spot risk early.
- Methodology: Familiarity with structured enterprise frameworks (like MEDDICC) is highly preferred.
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Why Apply?
- High Impact: Work directly with global enterprises, helping them solve complex video delivery and digital experience challenges that impact thousands of employees.
- Learning Culture: They invest heavily in team development, utilizing structured training methodologies like MEDDICC to set you up for long-term career growth.
- Flexible Balance: Enjoy a highly productive, remote-first setup with one dedicated collaboration day a week in their London office.
To apply, please submit your CV and a brief note detailing your experience managing EMEA SaaS portfolios. All applications are managed confidentially by IN2-SaaS.
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