Customer Success Manager EMEA Full Time

About Appear & The Opportunity

Appear is a global leader in live production technology, trusted by the world’s leading content creators to deliver the highest-profile live media with integrity and efficiency. With centres of excellence across Oslo, Sweden, Southampton, Singapore and Los Angeles, we combine deep engineering expertise with a passion for innovation.

This is a newly created role and a unique opportunity to build something from the ground up. As Customer Success Manager for EMEA, you will be working at the intersection of customer relationships, technical delivery, and commercial growth. You will report directly to the UK Regional GM & SVP EMEA and collaborate closely with support, commercial, and product teams globally.

You are joining at an exciting moment: Appear is establishing its Customer Success programme across regions, and your work in the EMEA will directly inform how we scale this globally.

Your Responsibilities

Customer Lifecycle & Programme Execution

• Execute the Customer Success programme using defined playbooks, cadences, and workflows
• Support local teams through all phases of the customer success programme.
• Ensure a consistent and high-quality customer journey across the EMEA region
• Feed regional insights back to improve global CS frameworks and tooling

Customer Success Delivery

• Manage a portfolio of customers, driving adoption, value realisation, and long-term retention
• Establish and maintain regular engagement cadences – QBRs, check-ins, and tailored success plans in collaboration with Account owners
• Monitor customer health proactively and address risks before they escalate
• Identify expansion opportunities in close collaboration with the Commercial team

Support Alignment & Data Quality

• Ensure correctdata and usage in support and customer success tooling
• Maintain accurate customer data and activity tracking across systems
• Collaborate with support and customer success teams to ensure smooth case handling and escalation
• Identify process gaps and contribute improvements to global operations

Must-Have Experience

• Experience driving customer relations and lifecycle in a structured way
• Comfortable working with CRM, CSM or support systems (e.g. Zendesk, Salesforce) and committed to data quality
• Strong ability to collaborate across support, sales, and product teams in a matrix environment
• Commercial mindset – able to identify risks and opportunities within a customer portfolio

Nice to Have

• Background in technical B2B environments (hardware/software products)
• Exposure to support operations or service delivery functions
• Experience in a newly established or scaling CS function
• Experience from working in a matrix organization
• Familiarity with EMEA/UK market dynamics

What Does Success Look Like?

In this role, you will be measured on outcomes that matter: high customer engagement across your portfolio, strong retention rates, positive customer satisfaction (CSAT/NPS), and clear visibility of customer health and risks. We also expect you to be a reliable contributor to process improvement – surfacing feedback that helps Appear get better at serving its customers globally.

Why Appear?

• Be part of an industry-leading company trusted by the world’s largest broadcasters, sports leagues, and content creators
• A genuinely new role – you will have real ownership and direct impact on outcomes that matter to the business
• Close collaboration with global leadership and operations teams across Oslo, UK, and North America
• A blend of customer-facing work and strategic influence – not just account management, but programme shaping
• Hybrid working policy and flexible hours to support work-life balance
• Travel and medical insurance coverage
• Full salary during parental leave
• Defined contribution pension plan
• Vibrant social culture with regular team events, sponsored communities, and informal after-works

Practical Information

• Location: UK (preferably), with some travel across Europe for customer meetings and alignment with HQ
• Language requirements: Excellent spoken and written English required. Preferably professionally proficient in second language, f.x. French, German, Spanish
• Application deadline: We consider applicants on a rolling basis – apply early
• Education: Bachelor’s degree (Business, Engineering or similar) preferred; experience is more important than formal qualifications

Headquartered in Oslo, Norway, Appear is a leader in live production technology, specialising in high-capacity, sustainable solutions for media processing and content delivery. Our portfolio is designed to support the most complex scenarios of live event contribution, adapting seamlessly to the ever-evolving dynamics of the media, entertainment, and sports industries.

Over the past 20 years, Appear’s world-renowned team of experts made us the most progressive and forward-thinking company in the industry. Our relentless emphasis on modularity and functional versatility places us at the forefront of driving innovation in live production technology.

We proudly count the world’s leading content creators amongst our esteemed list of customers who trust our solutions to deliver the highest profile live media with integrity and efficiency.

Appear’s global operation includes centres of excellence in Oslo, Sweden, Southampton, Singapore and Los Angeles.