Customer Success Manager, Europe

Job description

Overview The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients. This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings. The specialist collaborates closely with internal teams to ensure clients achieve their objectives. Key success metrics for this role include membership and license renewal rates, minimized churn, annual recurring revenue growth, and Net Promoter Score (NPS). As a client-facing partner, the Customer Success Specialist helps manage client engagements throughout the lifecycle, from onboarding through ongoing delivery and renewal readiness. Operating in a fully virtual environment, this role contributes to building trusted client relationships, monitoring client health, and supporting retention by ensuring a smooth, responsive, and well-coordinated experience. The role will also support pre-sales engagement, partnering with Sales toward the end of the sales cycle to help prospects understand what the post-sale relationship...