Customer Success Manager – EMEA

About FirstIgnite: \\ FirstIgnite is a venture-backed startup accelerating research commercialization. Our AI-powered platform connects universities with leading corporations, startups, and investors to drive innovation partnerships. We work with institutions around the world to help bring groundbreaking technologies to market.
Role Overview: \\ We’re seeking a proactive, multilingual Customer Success Manager (CSM) based in the EMEA region to support our growing base of university clients. As the first CS hire outside North America, you’ll play a crucial role in onboarding, retaining, and growing relationships with some of the world’s top institutions.
Responsibilities

• Lead onboarding for new university clients and ensure a smooth handoff from sales
• Deliver training, platform walkthroughs, and ongoing support tailored to client needs
• Serve as the primary point of contact for your portfolio, driving engagement and satisfaction
• Identify and support renewal and upsell opportunities in partnership with our sales team
• Create documentation and playbooks to improve client experience in EMEA
• Collect and share product feedback from users to inform roadmap decisions
• Attend occasional on-site meetings or conferences (as needed)

Qualifications

• Based in Europe with fluency in English and at least one additional language (German, French, or Spanish preferred)
• 2–4 years of experience in customer success, account management, or client-facing support (preferably SaaS)
• Comfortable working remotely in a fast-paced, startup environment
• Strong communication, relationship-building, and problem-solving skills
• Experience working with or selling into universities is a plus

Compensation & Benefits

• Competitive salary aligned with local market expectations
• Equity options in a high-growth, mission-driven company
• Remote-first culture with flexible hours
• Opportunity to help shape FirstIgnite’s customer success strategy in the region

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