Customer Success Manager - EMEA

Description

As the EMEA Customer Success Manager, you will play a pivotal role in driving the success of our clients across the EMEA region while coordinating efforts between headquarters (HC) and the field teams. You will also you be the technical leader owning the multifaceted customer relationship throughout the customer journey. You will be a hands-on technical expert who also has the project management and communications skills to successfully manage multiple customers during the various phases of OTORIO’s product journey.

Your dual responsibilities will focus on ensuring customer satisfaction and growth, while also providing regional leadership to align field operations with global strategy.

This position is highly technical and demands hands-on experience with complex Operational Technology (OT) environments. The successful candidate must have the ability to support OTORIO solutions within these environments, including troubleshooting, configuration, and performing system upgrades. Strong familiarity with industrial networks, cybersecurity, and OT protocols is important to success in this role. This role also requires a deep understanding of technical challenges in OT ecosystems and the ability to provide practical, real-time support to ensure optimal performance of the OTORIO platform.

In this role, you will:

• Coordinate with the headquarters to ensure field teams have the necessary resources, knowledge, and tools to support client success and align with overall company goals.
• Develop and implement strategies to improve customer satisfaction, retention, and expansion within the region.
• Customer Relationship Management: Build and maintain strong, long-term relationships with customers, acting as the primary point of contact for technical matters.
• Onboarding & Training: Lead the onboarding process for new clients, ensuring smooth deployment, and providing comprehensive training to maximize product adoption.
• Technical Support & Troubleshooting: Serve as the technical liaison for customers, helping them resolve complex technical inquiries and working with the customer support team and other internal technical teams for resolution.
• Proactive Account Management: Monitor customer health, proactively address challenges, and identify opportunities for upselling or cross-selling additional services or products.
• Account Renewals & Expansions: Manage the renewal process by demonstrating ongoing value to customers and facilitating discussions on expanding services and solutions. Identify opportunities for growth within the account, driving expansion of product usage and adoption.
• Customer Advocacy: Act as the voice of the customer within the organization, providing feedback to product, engineering, and marketing teams to drive continuous improvement.
• Product Expertise: Develop deep technical knowledge of our products and services to assist customers with best practices, integrations, and custom configurations.
• Customer Success Planning: Collaborate with customers to define and track success metrics, ensuring alignment with business goals and continuous value delivery.
• Renewal Forecasting: Work with sales and leadership to accurately forecast renewals and identify risks to mitigate churn.

Requirements

• 5-7 years of proven experience as a customer success manager.
• Experience managing customer renewals and driving account expansion.
• Experience in managing relationships with enterprise clients
• Technical background in the cybersecurity space.
• Experience working in a start-up environment.
• Leadership experience in a regional capacity, preferably within the EMEA region
• Problem-Solving Skills: Ability to diagnose complex technical issues, propose solutions, and explain technical concepts to non-technical users.
• Communication Skills: Strong interpersonal and communication skills, with the ability to build rapport and clearly explain technical topics to customers at all levels.
• Project Management: Experience managing customer projects and delivering results within defined timelines.
• Customer-Centric Mindset: A proactive approach to understanding customer needs, and the ability to advocate for their success both technically and strategically.
• Team Collaboration: Proven ability to work cross-functionally with sales, product, engineering, and marketing teams.

Nice to have:

• OT cybersecurity experience.
• Experience managing and delivering recurring customer engagements (QBRs, EBRs, etc.).