Customer Success Manager (EMEA)

Posted 1 hour 15 minutes ago by Deepstreamtech

Permanent
Full Time
Call Centre / Customer Service Jobs
London, United Kingdom
Job Description
Requirements
  • 3+ years in a CSM or Account Management role within a B2B SaaS environment (API, DevOps, or Infrastructure space preferred)
  • Proven experience managing complex technical projects. Familiarity with methodologies such as Agile, Waterfall, or Prince2 is highly desirable
  • Ability to confidently discuss technical concepts (APIs, JSON, Cloud Infrastructure) with developers and architects
  • Exceptional presentation and negotiation skills; able to translate complex technical milestones into business value for C-level stakeholders
  • Comfort working in a fast-paced, high-growth environment where you can quickly adopt evolving processes and tools
  • Our growth is powered by people who bring passion to their craft, professionalism to their execution, and a commitment to excellence. You'll thrive here if you:
  • Care deeply about high-quality output and brand clarity
  • Are curious, adaptable, and energized by the fast moving AI landscape
  • Take full ownership of your projects from concept to completion
  • Value a culture of openness, collaboration, and constant evolution
  • (Desirable) Bonus Points: Experience in SaaS, AI enabled systems, or open source communities, but a "growth mindset" and curiosity matter most
What the job involves
  • AI is rewriting the rules of business, and Gravitee is at the center of that transformation. As our Customer Success Manager (12 Month FTC), you will step into a high impact role, acting as the strategic advisor and project lead for an established portfolio of enterprise accounts
  • You'll guide customers from their initial launch through to long term success and renewal. Given the technical nature of our platform and the complexity of enterprise environments, we're looking for a partner who blends technical curiosity with disciplined project management to ensure every milestone is met and every goal is realized
  • At Gravitee, impact isn't abstract - it's visible and global. In this role, you will:
  • Strategic Account Management: Own the long term success and retention of a diverse portfolio of enterprise customers across EMEA, ensuring a seamless transition and consistent high level service
  • Project Led Onboarding & Success Planning: Lead customer "Success Projects" by executing clear milestones, technical requirements, and timelines to ensure rapid time to value
  • Risk Management & Mitigation: Proactively identify project "blockers." Use established project management frameworks to track, elevate, and resolve risks before they impact customer health
  • Cross Functional Orchestration: Act as the project lead between the customer and Gravitee's internal teams (Product, Engineering, and Support) to deliver on custom requirements or complex migrations
  • Value Realization & QBRs: Conduct regular Quarterly Business Reviews (QBRs) that demonstrate ROI through data driven reporting and project status updates
  • Renewal Management: Partner with Account Executives to ensure a seamless renewal process, maintaining our commitment to low churn
  • Your impact will be visible, measurable, and global