Senior Customer Success Manager

Role Overview

• Own and manage a portfolio of strategic and growth accounts across EMEA.
• Build strong executive and working-level relationships with customers.
• Develop account plans that identify retention risks, growth opportunities, and customer priorities.
• Act as the primary commercial point of contact for assigned accounts.
• Identify, qualify, and pursue expansion opportunities within existing accounts, including upsell, cross-sell, renewals, and multi-year commercial opportunities.
• Generate and pursue new sales opportunities outside the current customer base within the EMEA region.
• Maintain an active pipeline of both installed-base expansion and selective new-logo opportunities.
• Lead commercial negotiations and partner with leadership on deal strategy and contract structure.
• Partner with delivery and customer success teams to ensure strong customer outcomes and high account health.
• Monitor customer satisfaction, adoption, business value realization, and renewal readiness.
• Proactively address risks, escalations, and competitive threats.
• Ensure account strategy is aligned to long-term retention and revenue growth.
• Work with Presales and subject matter experts to shape solutions that align with customer business needs.
• Coordinate proposals, statements of work, presentations, pricing support, and internal deal reviews.
• Help translate customer needs into actionable solution concepts and commercial proposals.
• Develop and execute territory and target-account strategies for EMEA.
• Build regional market awareness through networking, industry engagement, partner relationships, and outbound business development activity.
• Provide market feedback on customer needs, competitive moves, and emerging opportunities.

Requirements

• Bachelor’s degree or equivalent experience.
• 5+ years of experience in account management, business development, enterprise sales, customer success, or a hybrid commercial role.
• Experience managing complex B2B accounts and selling solutions or services into enterprise customers.
• Strong track record in both growing existing accounts and generating new business opportunities.
• Experience working across multiple countries, cultures, and stakeholders in the EMEA region.
• Ability to operate independently while coordinating effectively with global teams.
• Excellent executive communication, negotiation, and relationship management skills.
• Experience in aerospace, defense, technical information, digital engineering, MRO, SaaS, enterprise software, or complex services environments preferred.
• Familiarity with consultative selling and value-based account planning strongly preferred.
• Travel: As needed across Europe, Middle East, and Africa for customer meetings, industry events, and internal collaboration
• This role is subject to pre-employment screening in line with UK Baseline Personnel Security Standard Clearance (BPSS).

Benefits

• Competitive salary plus commission plan
• Flexible working hours, Monday to Friday
• 25 days holiday plus Bank Holidays
• Company pension scheme and benefits including Private Medical Insurance, Incapacity Insurance, and Life Assurance policies
• Subsidised Gym membership