Customer Success Manager

Customer Success Manager (International)Position OverviewAs a Customer Success Manager (CSM), you will own a portfolio of customer accounts in the EMEA and APAC regions, with primary responsibility for retention, renewal outcomes, and customer growth. You will work closely with the Global Customer Success team to identify proactively risks, strengthen customer relationships, and drive measurable outcomes. This role is focused on ensuring customers realize value from the platform, remain engaged, and continue to expand their use over time.The ideal candidate brings prior experience managing customer relationships in a SaaS environment and is comfortable owning renewals, building account plans, and driving adoption and value realization.Key ResponsibilitiesOwn and manage a portfolio of customer accounts, with accountability for retention, renewal, and growth outcomesBuild relationships across multiple stakeholder levels, including administrators, business leaders, and executive sponsors, acting as trusted advisorPartner with customers to understand their business goals and align platform usage to measurable outcomes and success metricsDevelop and execute account plans focused on retention, risk mitigation, and expansion opportunitiesProactively identify at-risk accounts and partner with the Customer Success leadership to stabilize and improve outcomesOwn the renewal process for assigned accounts, including customer engagement, coordination, and executionIdentify and drive expansion opportunities, including upsell and cross-sell, within existing accountsDrive adoption and value realisation by ensuring customers are actively using the platform and achieving their desired outcomesLead customer business reviews focused on adoption trends, business outcomes, success metrics, and future opportunitiesMonitor customer health, usage, and engagement signals to identify risks and opportunities earlyMaintain accurate forecasting for renewals and expansion within assigned accountsPartner with Product, Support, and other internal teams to resolve customer issues and improve overall experienceServe as a voice of the customer, sharing feedback and insights to inform product and process improvementsSupport change management within customer organisations to drive adoption and long-term successCollaborate with Sales and pre-sales teams as needed to support expansion and strategic opportunitiesEnsure all customer interactions and account updates are documented andtracked within internal systems