Manager, Customer Success Managers - EMEA

Responsibilities

• Lead, coach, and develop a team of 4–6 CSMs across EMEA and APAC through consistent 1:1s, team meetings, and clear, timely feedback
• Coach CSMs through complex renewals, churn risks, and expansion conversations, and serve as their first point of escalation
• Interview, train, and onboard new CSM hires so they ramp quickly and consistently
• Address performance gaps early and directly, partnering with your manager as needed
• Monitor account health across the team’s book (renewals, integration progress, utilization, and churn/downsell risk) and act on issues early
• Maintain an accurate, honest forecast for the team’s book, and surface risks to leadership early with a clear recommendation
• Partner with Sales to help CSMs identify and pursue upsell and cross-sell opportunities
• Improve the processes, playbooks, and documentation your team relies on, including onboarding, account planning, renewal cadence, and customer-facing materials, providing recommendations specific to regional needs
• Keep Salesforce and Planhat data accurate across the team for reliable reporting at all levels
• Represent your team’s needs and customer feedback to Sales

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