Senior Regional Customer Success Manager, EMEA (Portugal)

What you’ll do:

• Conduct regular global account meetings to refine and align customer strategies.
• Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions.
• Champion and drive engagement with mental wellness programs.
• Serve as the primary contact for global product updates and upcoming developments.
• Act as an accessible, local contact to address escalations and urgent matters promptly.
• Maintain an understanding of diverse cultural nuances that influence client interactions worldwide.
• Serve as local implementation support in conjunction with US based implementation team
• Help clients understand available training topics and their relevance to specific needs, while also delivering Benefit Overview sessions that provide a comprehensive overview of SH’s mental wellness benefits.
• Support and lead global QBRs/ABRs and support day to day reporting requests for global customers.

What success looks like in this role:

• Partnering with the Customer Success team to maintain a high customer retention rate and reducing churn.
• Identify and drive upsell and expansion opportunities to grow accounts.
• Consistently achieve a high Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) from Customers
• Build strong relationships to develop customers into brand advocates and case studies.
• Act as a trusted advisor, providing strategic insights to customers for maximum product value.
• Partner with sales, product, market