Senior Customer Success Manager

About the Role

We seek a Senior Customer Success Manager to join our team in Ireland, operating fully remotely. This position is dedicated to managing strategic accounts within the EMEA region, emphasizing French-speaking clients. As the global leader in technical interviewing with over 4,000 clients in 165+ countries, our goal is to ensure customers derive significant, measurable value from our platform, fostering retention, growth, and advocacy aligned with their business outcomes rather than mere adoption.

Key Responsibilities

• Manage a portfolio of strategic EMEA accounts, taking full accountability for retention, growth, and overall account health.
• Develop and execute tailored account plans aligned to customers' business objectives.
• Conduct quarterly business reviews (QBRs) in both English and French to reaffirm value and strengthen partnerships.
• Monitor account health by analyzing usage metrics and qualitative feedback to proactively reduce churn risks.
• Lead renewal discussions end-to-end, including negotiation, collaborating closely with Sales.
• Spot and drive opportunities for account expansion alongside Sales teams.
• Create referenceable successes such as case studies, testimonials, and referrals.
• Act as the customer’s voice internally to influence product development and customer success strategies.
• Utilize AI tools daily to enhance efficiency in activities such as QBR preparation, account research, and usage reporting.

Qualifications and Skills

• At least five years of experience in customer success, account management, or strategic consulting, preferably within SaaS or technical hiring platforms.
• Fluency in English and French at a professional and executive communication level, capable of conducting QBRs and contract negotiations in French.
• Demonstrated success in managing executive-level relationships with a consultative, solutions-driven style.
• Strong commercial insight into renewals, upselling, expansion strategies, and contract negotiations.
• Ability to analyze both usage and business data to derive actionable insights beyond mere reporting.
• Regular, practical expertise with AI-based tools integrated into daily workflows, able to articulate specific use cases.

Compensation

The position offers a total compensation package of €80,000 to €90,000 annually, comprising base salary plus variable components (OTE).

Interview Process

• Initial application qualification (30 minutes).
• Telephone screening by recruiter (20 minutes).
• Interview with hiring manager (45 minutes).
• Screening assessment (30 minutes).
• Panel interview consisting of three 30-minute sessions.
• Final interview with the CEO (30 minutes).