Hiver - Manager - Customer Success

Description:

We are looking for an experienced Customer Success Manager (CSM) to manage and grow strategic customer relationships across the EMEA region.

The role focuses on post-sales engagement, customer onboarding, product adoption, renewals, and long-term value realization.

You will act as a trusted advisor to enterprise and mid-market customers, ensuring they achieve measurable business outcomes through our solutions.

Key Responsibilities:

- Own and manage the end-to-end customer lifecycle for EMEA accountsfrom onboarding to renewal and expansion

- Serve as the primary point of contact for customers post-sale, ensuring a seamless experience

- Drive product adoption, usage, and value realization aligned with customer business objectives

- Build strong executive-level relationships with key stakeholders across customer organizations

- Proactively monitor customer health, engagement metrics, and usage data to mitigate churn risks

- Lead Quarterly Business Reviews (QBRs) and strategic check-ins with customers

- Partner closely with Sales, Product, Support, and Engineering teams to address customer needs

- Identify and drive upsell and cross-sell opportunities in collaboration with Account Managers

- Capture and communicate Voice of Customer (VoC) insights to internal teams

- Ensure timely renewals and contribute to revenue retention and growth targets

- Support customers across multiple EMEA time zones, ensuring cultural and regional sensitivity

Key Skills & Competencies:

- Strong experience in Customer Success / Account Management / Client Engagement

- Proven ability to manage enterprise or strategic accounts

- Excellent stakeholder management and consultative communication skills

- Strong understanding of SaaS, Cloud, or Enterprise Technology solutions

- Experience with customer health scoring, NPS, CSAT, and retention metrics

- Ability to analyze data and translate insights into actionable strategies

- Comfortable working in a fast-paced, cross-functional, global environment

- Strong presentation, negotiation, and problem-solving skills

Technical / Tools Exposure (Preferred):

- CRM tools such as Salesforce, HubSpot, or Zoho

- Customer Success platforms like Gainsight, Totango, ChurnZero, or Planhat

- Data and reporting tools (Excel, BI dashboards, usage analytics)

- Experience with onboarding, implementation, or integration workflows