Customer Success Manager; Europe

Reports to:

Head of Customer Success

• Drive retention and growth among Enterprise customers in Europe and APAC.
• Manage a portfolio of Enterprise customers, ensuring high retention and growth.
• Understand customers’ business needs, goals, and KPIs to drive measurable value.
• Lead onboarding sessions and act as a trusted advisor for long-term success.
• Analyze key metrics, NPS surveys, and account health to anticipate risks and opportunities.
• Collaborate cross‑functionally to secure renewals and drive expansion.
• Work with Product and Engineering teams to ensure App Follow is effectively configured.
• Share best practices to help customers maximize value.
• Highlight customer successes by collaborating with Marketing on case studies.

• Increased feature adoption across accounts.
• Improved customer health scores.
• Higher NRR through reduced churn and expansion.
• Proactive risk identification and resolution.

• 3–5+ years of experience as a Customer Success Manager.
• Strong product knowledge; able to translate technical features into business value.
• Fluent in English and Russian; additional languages are a plus.
• Problem‑solver with a passion for building long‑term relationships.
• Highly organized, proactive, and able to manage a large account portfolio.
• Confident communicator, written and verbal.
• Team management experience is a plus.
• Excellent communication and interpersonal skills, including C‑suite engagement.
• Customer‑focused, empathetic, and detail‑oriented.
• Proven track record with Enterprise‑level customers.
• Experience leading customer advisory boards or product feedback sessions.