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For Companies At a Glance
- Tasks: Lead and mentor a dynamic team, driving customer success across EMEA.
- Company: Join Triple Whale, a leading intelligence platform for ecommerce brands.
- Benefits: Competitive salary, flexible work options, and opportunities for professional growth.
- Other info: Be part of a collaborative team that values innovation and customer satisfaction.
- Why this job: Make a real impact in a fast-paced environment while shaping team culture.
- Qualifications: 5+ years in Customer Success with strong leadership skills.
The predicted salary is between 60000 - 80000 £ per year.
Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next. We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations. From there, you get tools to put those insights to work — from AI agents that generate creative and take action on your behalf, to automations that make the rest of your tech stack smarter and more effective. More than 60,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources — uncovering opportunities and acting on them at a scale that would be impossible manually.
What You’ll Do
- Lead, mentor, and grow a small EMEA‑based team of Customer Success Managers, building a team culture and operating identity that is distinctly strong and distinctly Triple Whale.
- Own the EMEA renewal and expansion book as a business leader — maintain a live forecast, track GRR and NRR weekly, and ensure Finance and leadership are never surprised.
- Bring Triple Whale’s CS operating model to the EMEA region — adopting our core playbooks, cadences, and standards while building the regional context, customer nuance, and market‑specific practices that make them land differently in EMEA.
- Drive AI adoption across the team — build repeatable AI‑enabled workflows that create real capacity and can be shared across the broader CS org.
- Partner cross‑functionally with Sales, Product, and Marketing to ensure EMEA customer needs are represented — and that EMEA is a credible voice in GTM conversations, not just a downstream recipient.
- Serve as the CS presence for EMEA escalations, handling multi‑stakeholder situations with composure and a clear resolution framework.
- Own the EMEA retention forecast, providing transparent reporting on risks and recovery plans to CS leadership on a standing cadence.
- Shape CS culture in the region — building team identity, psychological safety, and a values‑aligned environment that retains great people and attracts more of them.
What You’ll Bring
5+ years of Customer Success.
Manager, Customer Success - EMEA in London employer: Triple Whale
Contact Detail:
Triple Whale Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Manager, Customer Success - EMEA in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. We can’t stress enough how important it is to make connections that could lead to job opportunities.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. We want you to show up with questions that demonstrate your interest in their mission and values, especially how they align with your experience in Customer Success.
✨Tip Number 3
Practice your pitch! You need to be able to clearly articulate your experience and how it relates to the role. We suggest rehearsing with a friend or in front of a mirror until you feel confident.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Manager, Customer Success - EMEA in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Manager, Customer Success role. Highlight your experience in leading teams and driving customer success initiatives, as this will show us you understand what we're looking for.
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact in previous roles. Use metrics where possible to quantify your success, as we love seeing how you've made a difference!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional experience. Share your passion for customer success and how it aligns with our mission at Triple Whale.
Apply Through Our Website: We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and helps us keep track of all applicants efficiently. Plus, it’s super easy!
How to prepare for a job interview at Triple Whale
✨Know Your Customer Success Metrics
Before the interview, brush up on key metrics like Gross Revenue Retention (GRR) and Net Revenue Retention (NRR). Be ready to discuss how you've tracked these in your previous roles and how you plan to maintain a live forecast for Triple Whale.
✨Showcase Your Leadership Style
Prepare examples of how you've led and mentored teams in the past. Highlight specific instances where you've built a strong team culture and how you plan to shape the Customer Success culture at Triple Whale.
✨Understand AI in Customer Success
Familiarise yourself with AI tools and workflows that enhance customer success operations. Be prepared to discuss how you would drive AI adoption within the EMEA team and share any successful strategies you've implemented before.
✨Cross-Functional Collaboration
Think about your experiences working with Sales, Product, and Marketing teams. Be ready to share how you've ensured customer needs are represented and how you can bring that collaborative spirit to Triple Whale.