Strategic Customer Success Manager

We're looking for professionals who can serve customers across multiple EMEA markets including the UK and Ireland. The ability to communicate effectively to senior executives including C suits at customers with strong English proficiency, will enable you to support our growing and diverse customer base across the region. Previous Customer Success background preferred especially in managing a book of business with strategic accounts.

• Ability to work in our Staines office 2x / week

• Geographic Coverage:
  You'll support customers across UKI but may have some customers across multiple EMEA markets

• Flexibility:
  Ability to accommodate customer meetings across EMEA time zones

• English:
  Fluent/Professional working proficiency (for internal collaboration and international customer communication)

• German
• French

You possess strong business acumen and the ability to interpret and utilize industry and company information to understand customers' needs and effectively communicate how we'll help them become best run organizations. You are a Customer Success professional who consults with customers to uncover and help achieve their business goals. You cultivate C-level relationships and bring data driven insights to life. You will also be responsible for developing high-trust relationships with your customers, measured through growth, attrition, retention, and relationship health.

This is a strategic role working with our customers across multiple EMEA markets, Kyriba's internal teams, and has central importance to our ongoing success as a company.

As we continue our rapid expansion across EMEA—with expected growth in UKI, DACH and in France—you'll play a pivotal role in supporting our diverse customer base across the region. This position is designed for professionals who can manage customer relationships across multiple markets and navigate cultural and business nuances throughout EMEA.

• Engage with Kyriba's customers across multiple EMEA markets to drive and accelerate their value realization and to ensure business outcomes are being met through consumption of their purchased solutions & success service entitlements, consequently achieving mutual success across the customer lifecycle

• Manage a diverse portfolio of customers spanning multiple countries, including large global businesses and customers with a high-level of complexity, focus and intensity

• Proactively engage customers to ensure they adopt full functionality to get maximum value from Kyriba

• Facilitate executive meetings that measure progress and business impact, adapting your approach to regional business practices and cultural preferences

• Strong outcome focused, drive to deliver value to customers in support of profitable growth and retention goals

• Establish success metrics, annual goals and key objectives with the customer. Leverage data & tools to track and deliver these metrics and goals

• Forecast risk of revenue loss in account base by anticipating and planning for your customers' needs across different markets

• Develop and document advanced, cross-functional, account strategies in Customer Success Plans, deliver success through value and insight relevant and unique to each customer

• Identify opportunities at customer to grow Kyriba footprint through expansion of services

• Establish, maintain and grow broad and deep relationships within each customer account, driving a successful customer lifecycle management strategy

• Facilitate Customer Advisory Counsels and support board member relationships

• Exercise self-awareness and cultural sensitivity when working across diverse EMEA markets

• Prioritize multiple competing priorities and stakeholders across different time zones and regions

• Proactively collaborate with cross-functional teams to achieve successful customer outcomes

Travel: 20-30% travel may be expected for customer meetings and company events across EMEA.

• 7+ years of experience in Customer Engagement/Success, Account Management, or Sales

• Strong knowledge of SaaS models and value-based engagement

• Strong business and financial acumen; treasury domain expertise is a plus

• Track record of driving client adoption, retention, and growth

• Expert relationship-building, communication, and stakeholder management skills

• Advanced problem-solving, negotiation, and organizational abilities

• High degree of accountability, a "can-do" attitude, and customer empathy

• Experience facilitating executive-level meetings and advisory boards is a plus

• Experience working across multiple international markets and navigating diverse business cultures