Customer Success Manager, Europe

1 month, 2 weeks ago
Full-time
Senior
Customer and Technical Support
Prosci

Prosci

Prosci is a global leader in change management solutions, offering research-based tools, training, and consulting services to help organizations effectively manage the people side of change. With a focus on the Prosci ADKAR Model and a proven track rec...

Professional Services
251-1K
Founded 1994

Description

  • Serve as the primary post-sale point of contact for license and membership clients.
  • Lead client onboarding and guide customers through setup, early adoption, and renewal readiness.
  • Set expectations around timelines, roles, next steps, and overall client engagement.
  • Conduct regular check-ins and business reviews to assess client goals, progress, satisfaction, and risks.
  • Support enterprise customer engagements by coordinating across multiple stakeholders and complex organizations.
  • Partner with Sales during the late-stage sales process to explain onboarding, the customer journey, and the post-sale engagement model.
  • Collaborate with delivery, sales, product, and operations teams to resolve client issues and ensure timely follow-through.
  • Provide proactive guidance, respond to client questions, and identify emerging needs or concerns.
  • Track client health, usage, adoption, and engagement in CRM systems and report key metrics.
  • Flag trends, risks, and opportunities to the Director, Customer Success with recommendations for next steps.

Requirements

  • 4–7 years of experience in customer success, account support, client services, or a related role.
  • Bachelor’s degree in Business, Communications, or a related field, or equivalent relevant professional experience.
  • Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but not required.
  • Proficiency with Microsoft 365, virtual meeting platforms, and Microsoft Office, including proficient Excel skills.
  • General understanding of professional services delivery models; familiarity with change management concepts is a plus.
  • Familiarity with SaaS and perpetual licensing models, along with change management tools, is preferred.
  • Demonstrated ability to build client relationships and support successful service delivery in a collaborative environment.
  • Strong customer focus, relationship-building, communication, decision-making, adaptability, and resourcefulness.
  • Ability to work effectively with enterprise clients and navigate complex stakeholder environments.
  • Proven ability to anticipate client needs and provide a holistic, seamless customer experience.

Interested in this position?

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