[Hiring] Manager, Customer Success @Triple Whale

Role Description

We are seeking a Manager of Customer Success, EMEA to build and lead our European Customer Success presence. This is a foundational hire — you will be the first dedicated CS leadership voice in the region, responsible for establishing culture, operating rhythm, and business ownership across a small but growing team of Customer Success Managers.

You will own the EMEA CS book like a business:

• Setting regional strategy in partnership with CS leadership
• Coaching your team
• Driving net revenue retention with the same financial accountability a category manager brings to a P&L

As the CS voice in the region, you'll need to lead with conviction — making good calls on behalf of your customers and team while staying tightly connected to the broader global org.

What You’ll Do

• Lead, mentor, and grow a small EMEA-based team of Customer Success Managers, building a team culture and operating identity that is distinctly strong and distinctly Triple Whale.
• Own the EMEA renewal and expansion book as a business leader — not a metric reporter.
• Maintain a live forecast, track GRR and NRR weekly, and ensure Finance and leadership are never surprised.
• Bring Triple Whale's CS operating model to the EMEA region — adopting our core playbooks, cadences, and standards while building the regional context, customer nuance, and market-specific practices.
• Drive AI adoption across the team — not as an encouragement, but as a documented, measured practice.
• Build repeatable AI-enabled workflows that create real capacity and can be shared across the broader CS org.
• Partner cross-functionally with Sales, Product, and Marketing to ensure EMEA customer needs are represented.
• Serve as the CS presence for EMEA escalations, handling multi-stakeholder situations with composure and a clear resolution framework.
• Own the EMEA retention forecast, providing transparent reporting on risks and recovery plans to CS leadership on a standing cadence.
• Shape CS culture in the region — building team identity, psychological safety, and a values-aligned environment.

Qualifications

• 5+ years of Customer Success, Account Management, or related experience, with at least 2 years in a people management role.
• Proven track record managing a CSM team against retention and growth targets.
• Strong background in SaaS, eCommerce, or digital marketing, with a data-first approach.
• Demonstrated experience building or scaling a CS function in a high-growth environment.
• Active practitioner of AI tools in a CS context.
• Strong cultural and organizational influence.
• Experience managing or operating within EMEA markets.
• Based in the EU or UK, with the ability to operate effectively in EMEA business hours.
• Fluency in one European language in addition to English is a plus.

Benefits

• This is a builder role — you'll have the autonomy to establish what great CS looks like in EMEA.
• Join a team that takes data seriously, uses AI as a standard operating practice, and measures CS as a revenue function.
• Make a direct impact on the success of fast-growing eCommerce brands across Europe.

Company Description

Triple Whale is the complete intelligence platform that helps ecommerce brands confidently understand what's working in their business, what's not, and what they should do next.

• More than 60,000 brands like Pressed Juicery, Ouai and True Classic trust Triple Whale to grow faster with fewer resources.
• We pull all your data into one place, give you the measurement tools to actually trust it, then use the smartest AI in the industry to translate it into insights and recommendations.