Customer Success Manager, SMB - EMEA

The position

This is an exciting time to join Remote and make a personal difference in the global employment space as a Customer Success Manager, SMB, within our Customer Experience team. In this role, you will act as a trusted advisor and advocate for our customers, building strong relationships to ensure retention and high-quality service delivery.
You will manage the entire post-sale customer journey—from the initial onboarding phase to an established partnership—by setting and achieving regular operational reviews, educating clients on product functionality, and supporting them with any questions that might arise.
Additionally, you will collaborate with Sales to align on customer expectations, monitor account health to proactively prevent churn and manage escalations, and identify valuable upselling and cross-selling opportunities.
As a key link between our clients and internal operations, you will also share direct customer feedback to continually improve our team processes.

Role Expectations

• Demonstrated experience as a Customer Success manager.
• High-Volume Adaptability & Resilience: Maintains steady, high-quality execution across a large book of business (50+ accounts), adapting quickly to changes in processes or tools while sustaining a consistent operational cadence.
• Accountability & Autonomy: Independently owns churn mitigation and core SMB success motions end-to-end, proactively escalating complex issues early with full context rather than offloading ownership.
• Commercial Impact & Expansion Execution: Drives reliable business outcomes by surfacing qualified expansion and cross-sell opportunities during QBRs, correctly documenting and routing them to Sales.
• Proactive Problem Solving: Runs standard playbooks with strong operational rigor, successfully turning sudden churn risks into structured, actionable mitigation plans.
• Cross-Functional Communication & Collaboration: Delivers timely, clear customer and internal communications, partnering closely with Sales and required verticals to keep all cross-functional DRIs aligned.
• Operational Innovation & AI Adoption: Maximizes daily throughput and efficiency by adopting approved automation and AI tools for account planning, customer communications, and documentation.
• Data & System Hygiene: Demonstrates strong fundamentals across the entire SMB lifecycle (onboarding, operational reviews, renewals), while keeping Vitally and CRM data consistently clean as the Single Source of Truth (SSOT).
• Customer Trust & Emotional Intelligence: Builds deep trust as a consistent, dependable advisor, converting direct customer feedback into concrete actions that measurably improve the client experience.
• Leadership & Knowledge Sharing: Contributes visibly to team culture through active knowledge sharing and pod-level initiatives, demonstrating strong ownership without requiring close management.
• Fluent written and spoken English, and well structured communication skills in speaking & writing.

Benefits

• work from anywhere
• flexible paid time off
• flexible working hours (we are async)
• 16 weeks paid parental leave
• mental health support services
• stock options
• learning budget
• home office budget & IT equipment
• budget for local in-person social events or co-working spaces