At a Glance
- Tasks: Lead a dynamic team to enhance customer success and drive SaaS adoption.
- Company: Join Sphera, a leader in sustainability software backed by Blackstone.
- Benefits: Competitive salary, career growth, and a vibrant company culture.
- Other info: Collaborative environment with opportunities for professional development.
- Why this job: Make a real impact on customer satisfaction and business value.
- Qualifications: 8-12 years in Customer Success with strong leadership skills.
The predicted salary is between 63000 - 77000 £ per year.
Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world. Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space.
We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture.
As Manager, Customer Success - EMEA, you will lead a segment of the EMEA Customer Success team while helping to shape and strengthen Sphera’s Customer Success function across the region. In this role, you will ensure customers realise measurable business value and achieve long-term success through the effective adoption of our SaaS solutions.
You will be responsible for leading a team of approximately 8 Customer Success Managers, while partnering closely with Sales, Product, Support, Professional Services, and other cross-functional teams. This is a leadership role combining people leadership, customer strategy, operational excellence, retention, and growth. You will establish a high-performing, customer-centric culture across the EMEA Customer Success organisation and ensure our teams are proactively managing customer relationships, driving adoption, reducing churn, and identifying opportunities for expansion.
The ideal candidate will have significant experience leading Customer Success teams within a complex B2B SaaS environment, a proven track record managing enterprise customers, and the ability to operate strategically while remaining close to customers and their teams.
Responsibilities
- Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers.
- Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development across the wider team.
- Establish and maintain a high-performing, accountable, and customer-centric culture across the EMEA organisation.
- Set clear objectives, KPIs, and performance expectations for the Customer Success team.
- Coach and develop team members, identifying opportunities for career development, succession planning, and capability building.
- Ensure consistent Customer Success processes, methodologies, and best practices are adopted across EMEA.
- Partner with senior leadership to develop and execute the regional Customer Success strategy in alignment with Sphera’s broader business objectives.
Customer Retention & Growth
- Own and drive the EMEA Customer Success strategy to maximise customer retention, satisfaction, and lifetime value.
- Establish proactive strategies to identify and mitigate churn risks across the customer base.
- Oversee customer health, engagement, adoption, renewal, and expansion metrics and ensure appropriate action is taken.
- Partner closely with Sales and Account Management teams to identify and execute cross-sell and upsell opportunities.
- Support the team in developing strong account strategies for strategic and enterprise customers.
- Ensure customers consistently realise measurable business value from Sphera’s solutions.
Customer Relationship Management
- Build and maintain strong relationships with key strategic and enterprise customers, acting as an executive-level escalation point where appropriate.
- Ensure CSMs develop trusted-advisor relationships and a deep understanding of customers’ businesses, industries, objectives, and challenges.
- Oversee executive business reviews and strategic customer engagements for key accounts.
- Ensure customer feedback, market insights, and emerging risks are effectively communicated to senior leadership and relevant internal stakeholders.
- Develop strategies to strengthen customer advocacy and engagement across the EMEA customer base.
Customer Adoption & Value Realisation
- Ensure customers have effective onboarding and success plans aligned to their business objectives.
- Drive consistent adoption and utilisation of Sphera’s products across the customer lifecycle.
- Ensure CSMs are proactively demonstrating the value and business outcomes delivered through Sphera’s solutions.
- Identify trends and opportunities to improve product adoption, customer engagement, and overall customer experience.
- Partner with Product and other internal teams to ensure customer feedback is incorporated into product and service improvements.
Operational Excellence, Data & Reporting
- Establish and monitor key Customer Success metrics, including retention, churn, renewal performance, customer health, adoption, and expansion.
- Use CRM and Customer Success platforms such as Salesforce, Clari, Vitally or similar tools to drive data-informed decision making.
- Develop and maintain accurate forecasting and reporting for the EMEA Customer Success organisation.
- Identify trends and patterns across customer data and translate insights into actionable strategies.
- Continuously improve Customer Success processes, systems, and ways of working to increase team effectiveness and customer outcomes.
- Provide regular updates and insights to senior leadership on the health and performance of the EMEA customer portfolio.
Cross-Functional Leadership
- Partner closely with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience.
- Establish strong collaboration between Customer Success and Sales to ensure effective account planning, renewals, and expansion.
- Work with Product and Engineering teams to escalate customer issues, product gaps, and feature requests and ensure appropriate follow-up.
- Collaborate with Professional Services and Support to ensure successful implementation, adoption, and ongoing customer engagement.
- Represent the voice of the customer within Sphera and influence internal priorities based on customer needs and market trends.
Team Development & Talent Management
- Recruit, onboard, and retain high-performing Customer Success talent across EMEA.
- Develop clear career paths and growth opportunities for the Customer Success organisation.
- Conduct regular performance reviews and provide ongoing coaching and feedback.
- Identify capability gaps and implement training and development programmes to strengthen the team.
- Create an environment that promotes collaboration, accountability, continuous improvement, and customer focus.
Qualifications
- 8-12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably within B2B SaaS.
- Significant experience leading and developing Customer Success teams, including managers and senior individual contributors.
- Proven experience managing complex enterprise and strategic customer relationships.
- Demonstrated track record of improving customer retention, adoption, satisfaction, and expansion.
- Strong commercial understanding with experience partnering with Sales on renewals, cross-sell, and upsell opportunities.
- Experience operating within a complex, global SaaS organisation and working effectively across multiple functions and geographies.
- Strong understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realisation.
- Experience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar.
- Exceptional leadership, coaching, communication, and stakeholder management skills.
- Strong analytical and problem-solving abilities, with the ability to translate customer and business data into actionable strategies.
- Ability to operate strategically while maintaining a strong understanding of day-to-day customer and team needs.
- Bachelor’s degree or equivalent professional experience.
What Success Looks Like
- A high-performing, engaged, and accountable EMEA Customer Success organisation.
- Strong customer retention and renewal performance across the region.
- Increased product adoption and measurable customer value.
- Strong identification and execution of expansion opportunities in partnership with Sales.
- Consistent Customer Success processes and standards across EMEA.
- Strong executive relationships with strategic customers.
- Clear visibility into customer health, risks, opportunities, and team performance.
- A strong pipeline of Customer Success talent and future leaders within the organisation.
Manager, Customer Success Manager employer: Sphera Solutions, Inc.
Sphera is an exceptional employer that fosters a collaborative and innovative work culture, empowering its employees to thrive in a dynamic SaaS environment. With a strong focus on professional development, you will have ample opportunities for growth while working alongside senior leaders to shape the future of technology transactions and governance. The remote nature of this role allows for flexibility, ensuring a healthy work-life balance as you contribute to a mission-driven company dedicated to excellence.
StudySmarter Expert Advice🤫
We think this is how you could land Manager, Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Sphera Solutions, Inc.. 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 Sphera Solutions, Inc. 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 Manager, Customer Success Manager
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 Sphera Solutions, Inc.:Your cover letter is your chance to shine! Tell us why you want to work at Sphera Solutions, Inc. 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 Sphera Solutions, Inc.!
How to prepare for a job interview at Sphera Solutions, Inc.
✨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.
