Commercial Customer Success Manager, EMEA

We are looking for a driven individual with great business acumen, a hunger to learn the AdTech / Mar Tech space, and a commitment to professional growth to join our team as a Commercial Customer Success Manager.

As a part of a team focused on customer experience, adoption and success, you will act as a trusted advisor for customers. As a Commercial Customer Success Manager you will be focused on building strong relationships with your customers as a customer advocate, driving adoption through value, consumption growth, and ensuring retention.

You will collaborate with Technical Specialists, Field Sales, Support, Product, and Engineering to strategize and plan customer engagements. You will provide use case recommendations, share your product expertise through custom demos and presentations, and help onboard and enable customers on the Branch platform.

This position requires excellent client management skills, ownership, and a proven track record to understand customer business objectives. You will have a passion for problem-solving, building relationships, and customer engagement.

• Take ownership of the entire customer lifecycle, where you will develop and implement strategies to increase usage, adoption, and growth.
• Develop deep expertise with the Branch platform to build an advisory relationship with customers and proactively share creative solutions to meet customers’ needs.
• Collaborate cross‑functionally with Sales, Support, Product, and Engineering teams to participate in strategic success planning, quarterly business reviews (QBRs), and executive business reviews (EBRs), ensuring next steps for support tickets and feature requests are secured.
• Function as a vital link between our customers and Branch to proactively set customer expectations, identify gaps, participate in customer communications, and provide enablement for users.
• Build compelling demonstrations, presentations, and business value documents.
• Identify and resolve business issues.
• Assist and support with technical issue resolution.
• Accelerate adoption, manage engagement, and lead value creation.

• 1–2+ years of professional experience in Customer Success, Account Management or similar customer‑facing roles.
• Excellent client management skills, a bias for action, strong sense of accountability, an ability to perform hands‑on technical work when needed, and the ability to lead projects and interact with global teams.
• Experience supporting customers with cloud‑based SaaS solutions.
• Deep technical curiosity, a desire to learn the product, and ability to translate complex technical concepts into value for clients.
• Problem‑solving skills around business and technical product questions.
• Ability to analyze & interpret business requirements and customer interactions to anticipate and guide client needs in order to drive value‑based use‑case adoption.
• Experience proactively handling customer expectations and leading all aspects of customer communications throughout the customer lifecycle.
• A self‑starter mentality with an entrepreneurial spirit and a knack for quickly adapting to new tools (e.g. Asana, Salesforce, etc.).
• Ability to navigate in the grey and have a growth mindset.
• Excellent written and verbal communication skills.
• Experience pulling and manipulating aggregate‑level data using tools like Looker, Tableau, Google Analytics, etc. Experience using productivity tools like JIRA, Asana, Notion, Catalyst etc.

• Professional experience in the AdTech / Mar Tech space working with commercial & enterprise clients.
• French Speaking.

This role will be based at our London, England office and follows a Hybrid schedule that will be aligned with our Return to Office guidelines. This role does not qualify for visa sponsorship or relocation. Some travel will be required.

The salary range provided represents base compensation and does not include potential equity, which is available for qualifying positions. At Branch, we are committed to the well‑being of our team by offering a comprehensive benefits package. From health and wellness programs to paid time off and retirement planning options, we provide a range of benefits for qualified employees. For detailed information on the benefits specific to your position, please consult with your recruiter.

Branch is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.