Mid-Market Customer Success Manager EMEA

About the Role

As a Mid-Market Customer Success Manager , you will be the strategic partner and trusted advisor to our largest and most strategic customers. Your primary goal will be to ensure that customers derive maximum value from our solutions, leading to increased adoption, retention, and advocacy. You will collaborate with internal teams such as Sales, Account Managers, Support, and Product to ensure a seamless customer experience. This role requires a strong understanding of enterprise customer profiles, excellent communication skills, and a passion for driving customer outcomes.

Responsibilities

Build and maintain strong relationships with enterprise customers as their primary post-sale contact, ensuring successful onboarding, adoption, and ongoing value realization

Drive product utilization by aligning capabilities with customer goals, delivering training and enablement, and conducting strategic reviews that demonstrate ROI

Own renewals by proactively monitoring customer health metrics, mitigating risks, and maintaining high satisfaction and retention rates

Act as customer advocate internally, collaborating with Product, Support, and Sales teams to resolve issues and influence roadmaps

Identify upsell and cross-sell opportunities, multi-thread relationships across customer organizations, and partner with Account Managers to expand accounts

Requirements

3+ years in B2B Customer Success with proven track record in driving adoption, retention, and expansion

Strong grasp of Customer Success frameworks, lifecycle management, and subscription renewal processes

Experience with HubSpot, ChurnZero (or similar CS platforms), and customer health metrics

Excellent relationship-building skills with ability to navigate high-stakes conversations across all stakeholder levels

Detail-oriented, highly organized, and willing to dive deep into technical product details (cybersecurity experience a plus)