Customer Success Manager, EMEA

Appdome is seeking a Customer Success Manager in the UK to focus on customer retention and growth by building trusted relationships, understanding security objectives, and driving renewals and expansions. The role involves managing complex enterprise relationships, collaborating across teams, and engaging with stakeholders to ensure customer success.

Location: UK

Responsibilities

• Build strong relationships with customers, including team members and executives, to understand their business objectives, goals, decision-making processes, and budgeting cycles.
• Collaborate closely with the Customer Organization, including the worldwide team, peer CSMs, Enablement and Onboarding, and Service Delivery teams, to deliver exceptional value to customers.
• Identify expansion and upselling opportunities, ensuring they align with the customer’s strategic goals, and build a strong pipeline to drive future growth.
• Serve as an advocate for customers, addressing and resolving issues promptly while maintaining high customer satisfaction and review scores.
• Become a subject matter expert on all offerings, introducing new products and solutions across the customer portfolio.
• Drive pipeline creation and close expansion sales each quarter, consistently growing the portfolio’s ARR.
• Manage timely renewals, maintaining a low churn rate.
• Travel regularly to meet with customers and attend conferences to strengthen relationships and stay informed about industry trends.
• Collect and share customer feedback, including NPS insights, reviews, case studies, and references.

Requirements

• 5+ years of experience in quota carrying customer management roles in a high-tech environment with a track record of accomplishment and promotion.
• Demonstrable quota achievement required.
• Bachelor’s degree in a related field.
• Ability to summarize complex issues with alignment to business requirements.
• Understanding of Customer Success, SaaS, and Information Security (mobile application security highly regarded).
• Strong analytical skills, with the ability to translate data into insights.
• Strong follow-up, communication, and presentation skills.
• Self-learner with curiosity and ability to multitask and work quickly.
• Experience in start-up and large company environments.
• Completed sales training with pipeline management methodology.
• Quota carrying CSM experience in the security industry.