Customer Success Manager - EMEA

Overview

This role suits someone comfortable navigating complex revenue processes such as pricing, quoting, billing, renewals, approvals, and special deal terms without being daunted. You can effectively understand and balance the different priorities of multiple business functions, especially Finance/RevOps and Sales, to ensure alignment on accuracy, controls, speed, and deal closure.

Key Responsibilities

• Manage customer journeys end-to-end from kickoff through onboarding, adoption, renewal, and expansion phases—taking ownership to resolve any customer challenges promptly.
• Accelerate customers' time-to-value by facilitating quick implementation of the Alguna platform, impacting pricing, quoting, and billing workflows early.
• Serve as the customer advocate internally by communicating insights, pain points, and feature requests clearly and urgently to product and engineering teams.
• Establish and nurture trustful relationships with stakeholders across Finance, RevOps, Sales, and Engineering, especially to handle complexity effectively.
• Develop scalable customer success processes including playbooks, health scoring, onboarding templates, and self-service resources to streamline support over time.
• Collaborate cross-functionally with sales, product, and engineering teams to unblock customers, prioritize issue fixes, and contribute to product enhancements.
• Act swiftly to triage and manage issues—coordinate internal responses and keep customers informed until resolution.

Desired Attributes

• Detail-oriented and structured when handling financial or invoice-related concerns, ensuring accuracy and upholding customer trust.
• Strong project management skills capable of driving implementations with clear plans, ownership, and realistic timelines without unnecessary process overhead.
• Practical technical understanding of integrations, APIs, data flows, and source-of-truth systems to effectively support customers and work with developers.
• Keen listening skills to extract actionable insights from customer feedback and translate them into problem statements and tangible next steps.
• Relationship-focused yet result-oriented, pushing for measurable improvements such as faster deal cycles, fewer billing errors, and smoother operations.
• Innovative approach to building leverage by converting repetitive customer inquiries into reusable playbooks, documentation, templates, and product feedback that expedite future onboarding.
• Proficiency in leveraging AI tools to enhance productivity, synthesize communications, develop enablement content, and identify patterns, while maintaining good judgment and empathy.

Success Indicators

• Customers quickly achieve value and depend confidently on the Alguna platform for their critical revenue workflows.
• Renewal processes are seamless, supported by transparent outcomes and strong customer trust.
• Frequently encountered issues are systematically transformed into product improvements and self-help content.
• The customer success framework continually evolves to become more efficient and scalable.