At a Glance
- Tasks: Drive customer success by transforming insights into scalable journeys and enhancing product adoption.
- Company: Join Cellebrite, a leader in digital intelligence solutions making a real-world impact.
- Benefits: Competitive salary, travel opportunities, and a chance to work with cutting-edge technology.
- Other info: Opportunity for professional growth in a dynamic, customer-facing environment.
- Why this job: Be part of a mission to enhance digital investigations and help communities worldwide.
- Qualifications: 3-5 years in Customer Success or similar roles, with strong analytical and communication skills.
The predicted salary is between 60000 - 80000 £ per year.
About Cellebrite
Cellebrite (Nasdaq: CLBT) is a global leader in digital intelligence solutions. Our mission is to enable our global customers to protect and save lives by enhancing digital investigations and intelligence gathering, accelerating justice in communities around the world. Cellebrite’s AI‑powered Digital Investigation Platform enables customers to lawfully access, collect, analyse, and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organisations, intelligence agencies, and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on‑premises, and hybrid deployments—to help close cases faster and safeguard communities.
What is your mission?
In this role, you will help build, iterate, and operate Cellebrite’s customer success intelligence layer by transforming product telemetry and customer signals into clear, scalable Customer Journeys for Customer Success, Sales, and the broader Go‑to‑Market (GTM) ecosystem. Your work will directly drive customer adoption, reduce churn, and maximise long‑term customer value. You think in systems while building trusted relationships. You identify patterns in customer behaviour, usage, and needs, and translate insights into actions that solve real problems. Comfortable with ambiguity, you bring curiosity, empathy, and a problem‑solving mindset, and are motivated by building scalable programs that enable GTM teams to consistently deliver meaningful, long‑term customer success.
Responsibilities
- Driving Adoption and Value
- Provide consultative product expertise to help customers maximise their investment in Cellebrite technologies and accelerate justice outcomes.
- Support Sales motions related to renewal stability, feature expansion, and product maturity.
- Improve platform stickiness by mapping adoption drivers and scalable engagement triggers to enable customer engagement at scale.
- Deliver Adoption Health Checks based on Customer Journey milestones, customer intelligence, and risk or expansion indicators.
- Run and participate in regional User Forums and customer events to drive best‑practice sharing and adoption momentum.
- Conduct ad‑hoc customer engagements via video conferencing or on‑site visits to address emerging needs and remove adoption blockers.
- Partner with the CS Operations team to build and maintain customer health scoring models and customer journeys.
- Serve as a subject matter expert for Gainsight and customer health data across GTM teams.
- Data Intelligence and Insights
- Analyse usage, adoption, and health signals across accounts and products to identify trends, risks, and growth opportunities.
- Translate learnings from customer investigations and engagements into scalable playbooks and workflows for Customer Success.
- Execute automated and semi‑automated engagement motions based on customer behaviour and lifecycle stage.
- Monitor data streams and proactively flag churn risk, expansion potential, and friction patterns to Sales Managers and GTM stakeholders.
- Capture all engagements, insights, and recommendations within Gainsight to continuously strengthen the customer intelligence layer.
- Orchestration Across GTM
- Partner with Regional Sales leadership to align customer insights with territory priorities.
- Translate behavioural, operational, and adoption insights into clear business recommendations for GTM teams.
- Deliver data‑backed insights into QBRs, forecasting discussions, and strategic planning sessions.
- Enable GTM teams and Product Management with actionable customer intelligence.
- Operationalise best practices to ensure execution is predictable and repeatable.
This role requires up to 50% travel and is best suited to professionals who enjoy customer‑facing engagement across multiple regions. Professional fluency in either Italian or Spanish is required.
Requirements
- 3–5 years of experience in Customer Success, Customer Insights, CS Operations, or a similar customer‑facing role.
- Strong expertise with Gainsight or similar customer success tooling.
- Experience analysing customer telemetry and behavioural data to identify risk and opportunity patterns.
- Strong collaboration skills across Sales, Solutions Engineering, Support, Product, and Customer Success leadership.
- Exceptional communication skills with the ability to present insights clearly at an executive level.
- Strong analytical and creative problem‑solving abilities.
- Self‑starter mindset with accountability, curiosity, and a drive to continuously improve systems and processes.
Basic Qualifications
- Experience working in a customer‑facing role within a B2B SaaS or technology environment.
- Demonstrated ability to translate data and insights into scalable programs and actions.
- Comfort operating in ambiguous, fast‑changing environments.
Preferred Qualifications
- Background in Digital Intelligence, forensic technologies, cybersecurity, or adjacent domains.
- Experience supporting enterprise or public‑sector customer segments.
- Experience delivering high‑scale, programmatic customer success motions.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager, EMEA in London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cellebrite. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Cellebrite before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager, EMEA in London
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Cellebrite:Your cover letter is your chance to shine! Tell us why you want to work at Cellebrite specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Cellebrite!
How to prepare for a job interview at Cellebrite
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
