International Customer Success Manager

Job Description We're seeking an experienced professional to manage a portfolio of international customers. Your focus will be on delivering measurable outcomes such as customer retention, expansion, adoption, and advocacy. You'll work closely with leadership to set clear goals and develop practical plans for customer onboarding, adoption, and growth. As a solution engineer, you'll translate business problems into actionable solutions that drive value for our customers. You'll have the autonomy to try new approaches and receive regular coaching to help you achieve success. Key Responsibilities Customer Success Ownership: Own a customer book and deliver on targets for retention, expansion, adoption, and NPS. Onboarding and Adoption Planning: Co-create and run onboarding/time-to-value and adoption plans using templates, playbooks, and your expertise. Customer Engagement: Lead executive business reviews (EBRs), manage multi-thread stakeholders, and oversee renewals/expansions with clear next steps. Risk Management: Monitor health signals and usage, identify risks early, and execute save plans. Solution Engineering: Lead discovery to understand business use cases and pain points, design portal configurations and workflows that solve them, and clearly document and present the solution to customers. Requirements Management: Translate business goals into clear requirements and coordinate with Support, Product, and Services teams. Knowledge Sharing: Capture learnings, improve playbooks, and contribute voice-of-customer insights to the roadmap. Required Skills and Qualifications Fluent English: Confident facilitating executive meetings and EBRs. Customer Success Experience: 5+ years in SaaS Customer Success or adjacent roles (consulting, account management, product enablement) with measurable renewal/adoption results. Solution Engineering Capability: Able to run discovery, map requirements to portal capabilities, design configurations and workflows, explain trade-offs, and handle live product Q&A with customers. Onboarding and Save Plans: Contributed to or improved an onboarding/TTV plan, save plan, or EBR narrative. Autonomy and Coaching: Comfortable balancing autonomy and coaching, able to propose approaches, accept feedback, and refine quickly. Stakeholder Management: Strong stakeholder management and clear written communication. Analytical Skills: Analytical skills (spreadsheets/BI) to interpret product usage, set KPIs, and make data-backed decisions. PRM/CRM Familiarity: Familiarity with PRM/CRM concepts (partner onboarding, deal registration, content/enablement workflows). Preferred Qualifications PRM/Crm Experience: Experience with PRM, CRM, or portal products (e.g., Salesforce, HubSpot). Global SaaS Motions: Exposure to global SaaS motions (serving North America/EMEA). Tech Savviness: Technically self-sufficient in a SaaS environment, able to run live module demos, handle product Q&A, and perform light configuration or troubleshooting during customer calls. Web and SaaS Fundamentals: Working grasp of web and SaaS fundamentals, for example HTTP and JSON basics, user roles and permissions, data mapping, environments. SSO Standards: Conceptual understanding of SSO standards such as SAML or OIDC. Data Mapping: Comfort mapping data between PRM and CRM, managing CSV imports and exports, and validating data quality during onboarding and expansion. Technical Partnerships: Ability to translate business goals into configurations or clear technical tickets and partner effectively with Support and Product.