Manager, Customer Success
Remote · Spain or ES
Job Summary
The Manager, Customer Success leads and develops a team of 8-12 Customer Success Managers for MM EMEA, driving customer outcomes and revenue retention/expansion, and ensuring excellent execution of the post-onboarding customer journey. Responsibilities include setting operating rhythm, coaching for performance, managing escalations, hiring and developing talent, prioritizing work to hit targets, implementing the CS operating system, delivering timely reporting on retention/expansion/risks, and partnering with Product/Cx teams to influence roadmaps for strategic accounts.
Required Qualifications
- Proven people-management experience in Customer Success/Customer Experience for SaaS, including coaching, performance management, and building high-performing teams
- Strong negotiation and management of difficult customer conversations; credibility with senior customer stakeholders in complex situations
- Analytical and data-driven decision-making; ability to use metrics to back recommendations and drive action on retention and expansion goals
- Player-coach leadership: consistent 1:1s, balanced delegation and hands-on support, timely and constructive feedback
- Influence with impact: clear, concise communication across levels; builds alignment and trust; navigates differences to reach solutions
- Fluency in English; additional European languages are a plus
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