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For Companies At a Glance
- Tasks: Drive customer success and engagement across EMEA, ensuring high-quality experiences.
- Company: Join Appear, a leader in transforming live event viewing.
- Benefits: Enjoy hybrid work, travel insurance, and a vibrant social culture.
- Other info: Opportunity for growth in a dynamic, supportive environment.
- Why this job: Make a real impact in a new role with ownership and strategic influence.
- Qualifications: Experience in customer relations and CRM systems; strong collaboration skills.
The predicted salary is between 50000 - 65000 £ per year.
Join Appear as our first Customer Success Manager in the UK and be the driving force behind customer outcomes, retention, and growth in a company transforming how the world watches live events.
Your Responsibilities
- Execute the Customer Success programme using defined playbooks, cadences, and workflows.
- Support local teams through all phases of the customer success programme.
- Ensure a consistent and high-quality customer journey across the EMEA region.
- Feed regional insights back to improve global CS frameworks and tooling.
- Manage a portfolio of customers, driving adoption, value realisation, and long-term retention.
- Establish and maintain regular engagement cadences – QBRs, check-ins, and tailored success plans in collaboration with Account owners.
- Monitor customer health proactively and address risks before they escalate.
- Identify expansion opportunities in close collaboration with the Commercial team.
- Ensure correct data and usage in support and customer success tooling.
- Maintain accurate customer data and activity tracking across systems.
- Collaborate with support and customer success teams to ensure smooth case handling and escalation.
- Identify process gaps and contribute improvements to global operations.
Must-Have Experience
- Experience driving customer relations and lifecycle in a structured way.
- Comfortable working with CRM, CSM or support systems (e.g., Zendesk, Salesforce) and committed to data quality.
- Strong ability to collaborate across support, sales, and product teams in a matrix environment.
- Commercial mindset – able to identify risks and opportunities within a customer portfolio.
Nice to Have
- Background in technical B2B environments (hardware/software products).
- Exposure to support operations or service delivery functions.
- Experience in a newly established or scaling CS function.
- Experience from working in a matrix organisation.
- Familiarity with EMEA/UK market dynamics.
What Does Success Look Like?
In this role, you will be measured on outcomes that matter: high customer engagement across your portfolio, strong retention rates, positive customer satisfaction (CSAT/NPS), and clear visibility of customer health and risks. We also expect you to be a reliable contributor to process improvement – surfacing feedback that helps Appear get better at serving its customers globally.
Why Appear?
- Be part of an industry-leading company trusted by the world's largest broadcasters, sports leagues, and content creators.
- A genuinely new role – you will have real ownership and direct impact on outcomes that matter to the business.
- Close collaboration with global leadership and operations teams across Oslo, UK, and North America.
- A blend of customer-facing work and strategic influence – not just account management, but programme shaping.
- Hybrid working policy and flexible hours to support work-life balance.
- Travel and medical insurance coverage.
- Full salary during parental leave.
- Defined contribution pension plan.
- Vibrant social culture with regular team events, sponsored communities, and informal after-works.
Practical Information
- Location: UK (preferably), with some travel across Europe for customer meetings and alignment with HQ.
- Language requirements: Excellent spoken and written English required. Preferably professionally proficient in a second language, e.g., French, German, Spanish.
- Application deadline: We consider applicants on a rolling basis – apply early.
- Education: Bachelor's degree (Business, Engineering or similar) preferred; experience is more important than formal qualifications.
Customer Success Manager EMEA in Southampton employer: Appear
Contact Detail:
Appear Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager EMEA in Southampton
✨Tip Number 1
Network like a pro! Reach out to people in the industry, attend events, and connect on LinkedIn. The more you engage with others, the better your chances of landing that Customer Success Manager role.
✨Tip Number 2
Show off your skills in interviews! Prepare examples of how you've driven customer success in the past. Use metrics to back up your achievements – numbers speak volumes!
✨Tip Number 3
Be proactive! Research the company and its customers before your interview. Bring insights and ideas to the table about how you can improve their customer success programme.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Appear.
We think you need these skills to ace Customer Success Manager EMEA in Southampton
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through! We want to see how excited you are about helping customers achieve their goals and how you can contribute to our mission at Appear.
Tailor Your Experience: Make sure to highlight your relevant experience in customer relations and lifecycle management. We’re looking for specific examples that demonstrate your ability to drive customer engagement and retention, so don’t hold back!
Be Data-Driven: Since we value data quality, mention any experience you have with CRM or support systems like Zendesk or Salesforce. Show us how you’ve used data to improve customer outcomes and identify opportunities in the past.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting role as our first Customer Success Manager in the UK!
How to prepare for a job interview at Appear
✨Know Your Customer Success Playbooks
Familiarise yourself with the customer success playbooks and workflows mentioned in the job description. Be ready to discuss how you would execute these strategies and adapt them to different customer needs. This shows that you understand the role and are prepared to hit the ground running.
✨Showcase Your Data Skills
Since the role involves working with CRM and support systems, be prepared to talk about your experience with tools like Zendesk or Salesforce. Highlight specific examples where you've used data to drive customer engagement or identify risks, demonstrating your commitment to data quality.
✨Emphasise Collaboration
This position requires strong collaboration across various teams. Think of examples from your past roles where you successfully worked with sales, support, or product teams. Share how you navigated challenges in a matrix environment to achieve customer success.
✨Understand the EMEA Market Dynamics
Research the EMEA market and be ready to discuss its unique challenges and opportunities. Showing that you have a grasp of regional dynamics will not only impress your interviewers but also demonstrate your readiness to contribute valuable insights to the team.