Customer Success Manager - UK

Job description

You will own the end-to-end customer experience for regional customers -- blending technical onboarding/implementations, in-timezone support coverage and post-implementation success. You’ll handle tactical ticket and onboarding work, act as an escalation partner for technical issues, and develop customer relationships that drive adoption and expansion as our EMEA book grows. What you’ll do: Own the customer lifecycle end-to-end independently, serving as a single point of contact for the customer. Lead solution design, configuration, onboarding, adoption, and ongoing success to accelerate time-to-value and drive long-term customer outcomes. Act as a technical escalation partner and subject-matter advisor, collaborating with Product and Engineering on fixes and improvements. Translate product usage into business outcomes, lead strategic customer conversations (QBRs), and maintain customer health to support retention and expansion. Triage and resolve customer issues to minimize downtime and meet SLAs, providing in-timezone coverage to support the global support team. Skills: Strong customer and stakeholder management, able to lead executive conversations and translate technical detail...