Full-Time Customer Success Manager, Regional Lead

As a Customer Success Manager, you will play a critical role in ensuring our clients achieve maximum value from our sustainability software. You will be responsible for guiding customers through the implementation process, providing ongoing support both in software usage and fostering long-term relationships.

Reporting to the VP of Customer Success, you will lead a team in the EMEA region responsible for managing customer success programs, driving adoption, and value realization.

• Be responsible for the end-to-end experience of our customers in the EMEA region
• Help customers understand and use the product to achieve business outcomes
• Be at the forefront of our product development: Your customers’ needs will often be the driving force for Worldly’s product strategy
• Manage a portfolio of clients, actively working to ensure they are generating the maximum value from Worldly’s all tools and services.
• Provide valuable strategic input to address client challenges working in close partnership with the Account Management team.
• Own the implementation success of our largest customers
• Manage customer handoff from the sales team, onboard customers ensuring they start using our product confidently, follow and educate during the product adoption process and monitor their expectations and needs.
• Lead, mentor, and support a team of Customer Success Associates and Coordinators in the EMEA region. This includes setting performance goals, conducting regular team meetings, and providing professional development opportunities.

We'd Like to See

• 3-5 years of CSM experience in a SaaS organization
• 3-5 years experience managing complex customer engagements.
• 3-5 years Program and Project Management Experience
• Have a track record of success building relationships, especially with strategic customers.
• Ask the right questions to understand people’s underlying needs and can work with sales, product, and services leadership to deliver on those.
• Have excellent communication skills, both written and verbal. You have experience working in enterprise level customer-facing work
• Are extremely organized
• Are highly customer-focused, a proactive learner and you enjoy customer success

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