Customer Success Manager

Accountabilities

• • Own customer success across strategic accounts, with a focus on adoption, retention, customer satisfaction, and expansion.
  • Lead customer onboarding and adoption through tailored success plans aligned with customer objectives and desired business outcomes.
  • Build trusted-advisor relationships with executive and operational stakeholders, understanding their priorities and ensuring strong long-term engagement.
  • Conduct regular Quarterly Business Reviews (QBRs) and Monthly Business Reviews (MBRs) to demonstrate ROI, track progress, and align on future priorities.
  • Provide an elevated level of technical support by helping customers troubleshoot issues, bugs, upgrades, and operational challenges.
  • Monitor customer support cases, ensure questions and concerns are addressed, and coordinate closely with Support teams to drive timely resolution.
  • Identify and develop expansion opportunities in partnership with Sales, contributing to the growth of strategic accounts.
  • Represent the customer internally and communicate feedback, needs, and product opportunities to Product and Engineering teams.
  • Help drive customer advocacy through references, case studies, positive customer experiences, and other engagement initiatives.
  • Contribute to key success metrics including gross and net retention, executive engagement, ROI achievement, expansion pipeline, and customer advocacy.

  Requirements:

  • At least 5 years of experience in customer-facing roles involving customer engagement and technical training or enablement.
  • Strong technical troubleshooting and root-cause analysis skills, with the ability to diagnose complex customer issues and communicate solutions clearly.
  • Experience working with ticketing and support platforms such as JIRA, Zendesk, or similar tools.
  • Practical experience with at least one programming language, such as C++, Java, or JavaScript, including the ability to read and understand code.
  • Solid understanding of networking fundamentals, including DHCP, DNS, and HTTP.
  • Hands-on experience with Unix/Linux system administration, ideally with environments such as Red Hat, CentOS, or CoreOS.
  • Experience with containerization technologies, particularly Docker and Kubernetes.
  • Familiarity with NoSQL technologies and database systems.
  • Excellent technical communication skills in English, with the ability to communicate effectively with both technical and executive audiences.
  • Strong analytical and problem-solving abilities, combined with a structured approach to root-cause analysis.
  • Ability to prioritize effectively and remain organized in a fast-moving environment with competing customer needs.
  • Calm and adaptable under pressure, with the resilience to respond effectively to changing circumstances.
  • Strong relationship-building and consultative skills, particularly when working with executive-level stakeholders.
  • Experience with graph technologies is a plus.
  • Ability and willingness to travel throughout Europe when required, including occasional travel for in-person meetings or interviews.
  • Availability to work remotely from Europe within the CEST time zone.

  Benefits:

  • Fully remote position within Europe, aligned with the CEST time zone.
  • Opportunity to work at the intersection of AI, data infrastructure, and enterprise technology.
  • Exposure to strategic enterprise accounts and senior-level stakeholders across EMEA.
  • Opportunity to influence product and engineering priorities by representing the voice of the customer.
  • Collaboration with experienced professionals across engineering, product, sales, marketing, and customer success.
  • Opportunity to contribute to the development of emerging infrastructure supporting AI-powered applications.
  • International and technically sophisticated working environment with opportunities to make a meaningful impact.
  • Potential travel opportunities across Europe as part of customer engagement and collaboration.