Bilingual Customer Success Account Manager, SMB – German, French, Spanish

Own a portfolio of 300+ SMB accounts across the UK and Europe Maintain full accountability for renewals and expansion Manage European accounts in German, French, or Spanish as well as English Triage the book of business daily and identify accounts requiring intervention Run proactive outreach to at-risk accounts Identify usage growth, new teams, and new use cases as expansion signals Convert expansion signals into upsell opportunities Forecast portfolio performance Maintain accurate CRM records Surface customer and portfolio patterns to Sales, Product, and Support Balance short-term renewal pressure with longer-term account health and make tradeoffs under volume

Requirements

• 2+ years in Customer Success, Account Management, or a commercial SaaS role
• Demonstrated ownership of renewals, expansions, or quota
• Commercial instinct and ability to identify, develop, and close growth opportunities
• Clear, direct communication with customers and internal stakeholders
• Ability to work independently in an environment where processes may not be fully defined
• Business-level German, French, or Spanish in addition to English
• Confidence holding renewal, pricing, and expansion conversations in the additional language
• Experience managing SMB or Mid-Market customers preferred
• Experience working across UK and European markets preferred
• More than one of German, French, or Spanish, or an additional European language, preferred
• Experience balancing personalised customer engagement with scale preferred
• Exposure to conversation intelligence, caller ID, or communications technology preferred
• Right to work and live in the UK without visa sponsorship
• Willingness to work from the London office in person 3 days a week
• Located within commuting distance of Greater London or willing to relocate

Core Competencies

Demonstrates expertise in managing a diverse portfolio of SMB accounts across the UK and Europe, with a strong focus on renewals, expansions, and customer engagement in multiple languages. Proficient in identifying growth opportunities and maintaining accurate CRM records while balancing short-term and long-term account health.

Highest-signal resume keywords

• Customer Success Management
• Account Management
• Renewals and Expansions
• Business-Level German, French, or Spanish
• Commercial SaaS Experience

Hard Skills

• Renewals Management
• Expansion Strategy
• CRM Record Maintenance
• Forecasting Portfolio Performance
• Upsell Opportunity Conversion

Soft Skills

• Clear Communication
• Independent Work
• Problem Solving

Industry Keywords

• SMB Accounts
• Mid-Market Customers
• UK and European Markets
• Customer Engagement

Tools & Technologies

• Conversation Intelligence
• Caller ID Technology