XTN-041B911 | CUSTOMER SUCCESS MANAGER - EMEA
RemotePhilippines
Job Summary
Conduct proactive customer engagement and lifecycle management for a scaled book of business, driving adoption through 1:1 and 1:many interactions, targeted webinars, and digital programs. Execute business reviews using data-driven templates to showcase value realization and align on success metrics with key stakeholders. Identify risk signals via dashboards and telemetry to implement mitigation strategies, reduce churn, and create expansion pathways in partnership with Sales and Renewals. Synthesize account-level insights into actionable reports to influence product direction and optimize digital journeys. Partner with cross-functional teams including Support, Product, and Specialists to ensure cohesive customer experiences. Work fully remote within EMEA business hours, utilizing Salesforce or Gainsight to manage prioritization and segmentation strategies.
Required Qualifications
- 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
- Demonstrated ability to manage a broad portfolio of accounts using data-driven prioritization, segmentation, and scalable engagement strategies
- Strong presentation and communication skills
- Experience with Salesforce, Gainsight, or similar CRM/CS platforms
- Strong understanding of SaaS adoption frameworks, customer lifecycle management, and digital-touch engagement models
- Ability to simplify complex workflows and articulate product value to both technical and non-technical stakeholders
- Availability and willingness to work EMEA business hours
- Highly organized with strong time management, prioritization skills, and a proactive, positive attitude
Desired Qualifications
- Experience working in a scaled or digital CS environment
- Additional relevant knowledge or experience related to the above requirements
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