Manager, Customer Success Manager

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world. Sphera is a portfolio company of Blackstone, a U.S.

-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space. We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration.

These values help us recruit the right talent to join our rapidly expanding team of around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.

Customer Success Leadership Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers. Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development across the wider team. Establish and maintain a high-performing, accountable, and customer-centric culture across the EMEA organisation. Set clear objectives, KPIs, and performance expectations for the Customer Success team.

Coach and develop team members, identifying opportunities for career development, succession planning, and capability building. Ensure consistent Customer Success processes, methodologies, and best practices are adopted across EMEA. Partner with senior leadership to develop and execute the regional Customer Success strategy in alignment with Sphera’s broader business objectives.

Customer Retention & Growth Own and drive the EMEA Customer Success strategy to maximise customer retention, satisfaction, and lifetime value. Establish proactive strategies to identify and mitigate churn risks across the customer base. Oversee customer health, engagement, adoption, renewal, and expansion metrics and ensure appropriate action is taken. Partner closely with Sales and Account Management teams to identify and execute cross-sell and upsell opportunities.

Support the team in developing strong account strategies for strategic and enterprise customers. Ensure customers consistently realise measurable business value from Sphera’s solutions.

Customer Relationship Management Build and maintain strong relationships with key strategic and enterprise customers, acting as an executive-level escalation point where appropriate. Ensure CSMs develop trusted-advisor relationships and a deep understanding of customers’ businesses, industries, objectives, and challenges. Oversee executive business reviews and strategic customer engagements for key accounts. Ensure customer feedback, market insights, and emerging risks are effectively communicated to senior leadership and relevant internal stakeholders.

Develop strategies to strengthen customer advocacy and engagement across the EMEA customer base.

Customer Adoption & Value Realisation Ensure customers have effective onboarding and success plans aligned to their business objectives. Drive consistent adoption and utilisation of Sphera’s products across the customer lifecycle. Ensure CSMs are proactively demonstrating the value and business outcomes delivered through Sphera’s solutions. Identify trends and opportunities to improve product adoption, customer engagement, and overall…