Manager, Customer Success - EMEA

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.

We are seeking a Manager of Customer Success, EMEA to build and lead our European Customer Success presence. This is a foundational hire — you will be the first dedicated CS leadership voice in the region, responsible for establishing culture, operating rhythm, and business ownership across a small but growing team of Customer Success Managers. You will own the EMEA CS book like a business: setting regional strategy in partnership with CS leadership, coaching your team, and driving net revenue retention with the same financial accountability a category manager brings to a P&L.

As the CS voice in the region, you'll need to lead with conviction — making good calls on behalf of your customers and team while staying tightly connected to the broader global org.

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 — not a metric reporter.
• 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 — not as an encouragement, but as a documented, measured practice.
• 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, Account Management, or related experience, with at least 2 years in a people management role.
• Proven track record managing a CSM team against retention and growth targets — you know what it means to own GRR and NRR as business outcomes, not lagging metrics.
• Strong background in SaaS, eCommerce, or digital marketing, with a data-first approach to building narratives, not just dashboards.
• Demonstrated experience building or scaling a CS function in a high-growth environment — you've had to create the playbook, not just follow one.
• Active practitioner of AI tools in a CS context — you've built workflows, documented them, and taught your team to use them.
• Strong cultural and organizational influence — you know how to build team identity in a geo-distributed context and create belonging without relying on proximity.
• Experience managing or operating within EMEA markets, with an understanding of the regional dynamics that affect how eCommerce brands grow and retain customers.
• Based in the EU or UK, with the ability to operate effectively in EMEA business hours.
• Fluency in one European language in addition to English is a plus.

Why You'll Love Working Here

• This is a builder role — you'll have the autonomy to establish what great CS looks like in EMEA, with the backing of a global CS org that has already done it in the US.
• Join a team that takes data seriously, uses AI as a standard operating practice, and measures CS as a revenue function.
• Make a direct impact on the success of fast-growing eCommerce brands across Europe.

Our Values

• We Are Customer Obsessed: From our mission to every detailed project, everything we do is designed to create a positive impact for our customers.
• We Move (Very!) Quickly: The speed at which we work, iterate, and deliver value is our most competitive advantage.
• We Are Trustworthy: Candor, directness, and honest communication helps us learn, grow and improve so we can win together.
• We Are Curious: We extend beyond our comfort zone and ask questions that guide us towards new, creative, and bold paths.
• We Act Like A Mensch: We act with honor, integrity and empathy, and have deep respect for our customers and each other.

Triple Whale is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you’re looking for more than just a job and want to be part of a movement reshaping the future of Ecommerce, Triple Whale is the place for you. We’re on the lookout for driven, curious, and creative individuals ready to thrive in a fast-paced environment.