• 7+ years in Customer Success or Account Management at a B2B SaaS company, including 3+ years managing quota-carrying CSMs. We'll level the role at Manager or Senior Manager based on the experience you bring
• A track record of owning retention and expansion targets and hitting them, with the numbers to show it
• Experience leading renewals and expansion across Commercial, Mid-Market, and Enterprise customers in multiple EMEA markets
• A track record of hiring, ramping, and retaining strong CSMs, and of growing an established team while raising its performance
• Strong forecasting and pipeline discipline: you inspect deals, call your number, and are accurate
• A coach first: you can sit in a customer call, give specific feedback afterward, and see the rep improve. You lead through your team rather than by carrying accounts yourself
• Commercial instincts: comfortable leading renewal negotiations, pricing conversations, and expansion deals alongside Sales
• Executive presence with senior IT and security buyers, and credibility with senior leaders inside the company
• A data-first approach to customer health: you use usage and adoption signals, not gut feel, to decide where the team spends its time
• Experience in IT, security, device management, or identity SaaS is a strong plus
• HubSpot experience and familiarity with the modern CS stack (Gong, Zendesk, or similar) is a plus
• Additional European languages are a plus