Key Account Manager - Customer Success - EMEA/APAC Market - B2B SaaS

Must have exposure in B2B SaaS

Key Responsibilities:

- Own a portfolio of EMEA-based childcare centers and schools, building deep, meaningful relationships with center owners and directors.

- Drive product adoption and engagement by helping customers get the most value out of illumine.

- Conduct onboarding sessions, regular check-ins, and QBRs (Quarterly Business Reviews) to ensure customer success.

- Identify opportunities for renewals, upsells, and cross-sells within your accounts.

- Collaborate with internal teams, including Product, Sales, and Support, to address customer feedback and deliver quick, effective solutions.

- Track account health metrics, flag risks early, and take proactive measures to ensure customer retention.

- Represent the voice of the customer to help shape our product roadmap and customer experience.

- Consistently deliver delightful, high-touch experiences that reinforce illumine's commitment to partnership and care.

Requirements

- 2-5 years of experience in Customer Success or Account Management, preferably in SaaS or EdTech.

- Proven experience managing enterprise or mid-market clients in the Europe, Middle East, and Africa EMEA, market.

- Exceptional communication and relationship-building skills, with a customer-first mindset.

- Strong problem-solving and analytical skills, with the ability to manage multiple priorities.

- Proficiency with CRM or CS tools.