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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