Manager, Customer Success Managers

This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Manager, Customer Success Managers based in Portugal. Lead and develop a high-performing Customer Success team supporting commercial, enterprise, and strategic customers across EMEA and APAC. As Manager, Customer Success Managers, you will coach a team of 4–6 Customer Success Managers, helping them navigate complex renewals, reduce churn, and identify opportunities for account growth. You will play a central role in improving customer retention, strengthening account health, and driving measurable recurring revenue outcomes. Working closely with Sales, Support, Customer Engineering, and Product teams, you will remove operational barriers and enhance the processes that support customer success. You will also establish reliable forecasting practices, improve team playbooks, and ensure customer feedback informs business priorities. This fully remote leadership opportunity is ideal for a collaborative, data-driven professional who thrives in a fast-paced B2B SaaS environment.

As a people-focused leader, you will be responsible for your team's performance, professional development, and ability to deliver strong customer outcomes. You will combine hands-on coaching with operational oversight and cross-functional collaboration to improve retention, expansion, and customer satisfaction. Lead, coach, and develop a team of 4–6 Customer Success Managers across EMEA and APAC through regular one-to-one meetings, team sessions, and timely, constructive feedback. Support CSMs through complex renewal negotiations, churn risks, and account expansion discussions, serving as their first point of escalation. Interview, train, and onboard new Customer Success Managers, ensuring consistent ramp-up and effective integration into the team. Identify and address performance gaps proactively, working with senior leadership when additional support or intervention is required. Monitor account health across the team's portfolio, including renewal timelines, integration progress, product utilization, churn risks, and potential downsells. Maintain accurate and realistic forecasts for renewals and account performance, escalating risks early and providing clear recommendations to leadership. Partner with Sales to identify, develop, and pursue upsell and cross-sell opportunities that contribute to account growth. Improve Customer Success processes, playbooks, and documentation covering onboarding, account planning, renewal management, and customer-facing materials, adapting approaches to regional needs. Ensure accurate and consistent customer data in Salesforce and Planhat to support reliable reporting and informed decision-making. Represent the team's priorities and communicate customer feedback to Sales, Support, Customer Success Engineering, and Product teams. Advocate for initiatives that influence annual recurring revenue (ARR), customer retention, and long-term account value. Foster a collaborative, accountable team culture focused on continuous learning, helpfulness, and shared success. Requirements: The ideal candidate brings substantial B2B SaaS Customer Success experience, proven people-management capabilities, and a strong track record of delivering retention and revenue outcomes. You should be comfortable coaching customer-facing professionals, managing complex accounts, and using data and structured processes to improve team performance. 5–8 years of overall Customer Success experience, including at least 1–2 years of direct management experience leading Customer Success Managers or other customer-facing teams. Experience working as a Customer Success Manager in B2B SaaS, managing the complete customer lifecycle from onboarding through adoption, renewal, and expansion. Experience in technology, fraud prevention, or cybersecurity is highly preferred. Demonstrated success helping a team achieve net revenue retention (NRR) and gross revenue retention (GRR) targets while maintaining accurate forecasts. Proven ability to improve Customer Success processes and playbooks, with measurable improvements in team performance or customer outcomes. Experience supporting customers across EMEA; experience managing teams or accounts across multiple time zones is an advantage. Familiarity with Customer Success platforms such as Planhat or Gainsight, as well as Salesforce and Zendesk. Excellent communication skills, with the confidence to lead conversations with technical contacts, operational teams, and executive stakeholders. Ability to work effectively in a fully remote, asynchronous environment using tools such as macOS, Slack, Google Workspace, and Zoom. Proficiency with AI tools, ideally Claude and Gemini, to improve productivity and streamline everyday work. Willingness to travel for customer meetings and company events as required. A team-first mindset, strong accountability, and a commitment to continuous learning, helpfulness, and professional growth. Benefits: Competitive, geographically adjusted compensation based on experience, expertise, and work location. United Kingdom salary range: $85,000–$98,000 base salary , with on-target earnings (OTE) of $102,000–$118,000 . Broader EMEA salary range: $55,000–$98,000 base salary, with OTE of $66,000–$118,000, depending on location. Fully remote working environment with opportunities to collaborate across international teams. Opportunity to lead and develop a distributed Customer Success team supporting commercial, enterprise, and strategic customers. Exposure to innovative device intelligence and online fraud prevention technology. Collaborative, inclusive workplace that values diverse perspectives and encourages professional development. Opportunity to influence customer retention, revenue growth, and cross-functional business priorities. Travel opportunities for customer meetings and company events.