The Role
As the Lead Customer Success Manager for the Commercial Segment in EMEA, you will play a role in leading and supporting, while also being focused on Commercial customers across the region. Acting as the Customer Success Manager for a portfolio of Key Commercial accounts, directly owning their post-sale success.
You will guide the team in managing the customer lifecycle - from onboarding to renewal - while maintaining a strategic lens on regional customer health, risks, and opportunities. Your leadership will help ensure platform adoption, value realization, and overall retention and growth across the Commercial segment.
Location:** **London (Hybrid)
What You’ll Do:
Lead & Develop the Team
- Provide day-to-day coaching, support, and mentorship to Customer Success Managers across EMEA.
- Foster a collaborative, customer-centric culture focused on excellence and continuous improvement.
Oversee Commercial Customer Health (EMEA)
- Monitor customer health trends across the EMEA Commercial segment, identifying risk patterns, expansion opportunities, and areas for operational improvement.
- Partner with cross-functional teams to address regional challenges and enhance the overall customer experience.
Own Key Commercial Accounts
- Serve as the primary CSM for a group of strategic Commercial customers. Drive platform adoption, deliver measurable business outcomes, and manage renewals and expansion conversations.
Execute for Segment Success
- Support the team in executing scalable customer success strategies aligned with retention (GRR) and growth (NRR) targets.
- Ensure consistent delivery of high-quality engagement across the segment.
Refine & Improve Processes
- Collaborate with CS Operations and leadership to optimize processes and tooling for the Commercial Segment.
- Implement best practices and drive operational consistency across the team.
Champion Customers & Support Escalations
- Act as an escalation point for your team’s Commercial accounts.
- Advocate for customer needs by collaborating with Sales, Product, Support, and other internal teams.
What You Bring:
- Effective Team Leader: Passionate about developing talent and creating a high-performing, positive team environment.
- Strategic & Analytical: Skilled at interpreting data to assess customer health, forecast trends, and guide team execution.
- Customer-Obsessed: Deeply empathetic to customer needs and committed to driving their success.
- Operationally Excellent: Strong at building repeatable processes, managing KPIs, and driving efficiency.
- Hands-On & Accountable: Comfortable balancing people leadership with direct customer ownership.
- Technical acumen: Strong, hands-on understanding of the modern data stack: cloud data warehouses (Snowflake, BigQuery, Redshift), ETL/ELT concepts, and data modeling.
Qualifications:
- 4–6+ years in customer success or account management in a B2B SaaS environment.
- 1–2+ years in a team lead, mentorship, or formal management role.
- Experience managing Commercial or mid-market customer segments, ideally across EMEA.
- Strong understanding of SaaS customer lifecycle metrics (Churn, GRR, NRR, CSAT).
- Hands-on experience working with data analytics or business intelligence tools, with the ability to guide customers in deriving insights and driving adoption.
- Demonstrated ability to lead projects, drive process improvements, and influence cross-functional stakeholders.
#LI-SC2 #LI-Hybrid
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