Customer Success Manager (Europe) - Job Description
Customer Success Manager - Enterprise
Location: Remote (Europe)
Department: Customer Success
Reports to: Head of Customer Success
What You’ll Do
- Manage a portfolio of Enterprise customers, ensuring high retention and growth.
- Understand customers’ business needs, goals, and KPIs to drive measurable value.
- Lead onboarding sessions and act as a trusted advisor for long-term success.
- Analyze key metrics, NPS surveys, and account health to anticipate risks and opportunities.
- Collaborate cross-functionally to secure renewals and drive expansion.
- Work with Product and Engineering teams to ensure AppFollow is effectively configured.
- Share best practices to help customers maximize value.
- Highlight customer successes by collaborating with Marketing on case studies.
What We’re Looking For
- 3–5+ years of experience as a Customer Success Manager.
- Fluent in English and Russian; any additional language is a plus.
- Proven track record with enterprise-level customers.
- Excellent communication and interpersonal skills, including C-suite engagement.
- Highly organized, proactive, and able to manage a large account portfolio.
- Strong product knowledge; able to translate technical features into business value.
- Experience leading customer advisory boards or product feedback sessions.
- Customer-focused, empathetic, and detail-oriented.
- Confident communicator, written and verbal.
- Able to prioritize, multitask, and collaborate cross-functionally.
- Problem-solver with a passion for building long-term relationships.
- Team management experience is a plus.
Success in This Role Means
- Increased feature adoption across accounts.
- Improved customer health scores.
- Higher NRR through reduced churn and expansion.
- Proactive risk identification and resolution.
Why Join AppFollow
- Work in a growing, global SaaS company focused on customer success.
- Collaborate with a diverse, remote-first team.
- Make a direct impact on retention and satisfaction.
- Own strategic programs that scale success across thousands of customers.
- Participate in our employee stock option program—everyone has a stake in our success.
Tech Stack / Team Description
Collaborate with Product and Engineering teams; cross-functional teamwork to ensure optimized configuration and success.
