Senior Customer Success Manager EMEA Full Time

Department: Sales & SolutionsLocation: London, UKDescriptionFlatirons Solutions is seeking a Senior Customer Success Manager, EMEA to lead customer retention, expansion, and new business development across the Europe, Middle East, and Africa region. This is a hybrid commercial role that combines strategic account management with sales responsibility.The ideal candidate will serve as the primary business owner for assigned EMEA accounts, building trusted customer relationships, driving renewals and expansion opportunities, and pursuing qualified new opportunities outside the existing base. This person will work cross-functionally with Customer Success, Presales, Product, Delivery, and Executive Leadership to grow revenue and strengthen Flatirons’ market position.Key ResponsibilitiesAs a Senior Customer Success Manager you will be responsible for:Regional Account OwnershipOwn and manage a portfolio of strategic and growth accounts across EMEA.Build strong executive and working-level relationships with customers.Develop account plans that identify retention risks, growth opportunities, and customer priorities.Act as the primary commercial point of contact for assigned accounts.Revenue GrowthIdentify, qualify, and pursue expansion opportunities within existing accounts, including upsell, cross-sell, renewals, and multi-year commercial opportunities.Generate and pursue new sales opportunities outside the current customer base within the EMEA region.Maintain an active pipeline of both installed-base expansion and selective new-logo opportunities.Lead commercial negotiations and partner with leadership on deal strategy and contract structure.Customer Success and RetentionPartner with delivery and customer success teams to ensure strong customer outcomes and high account health.Monitor customer satisfaction, adoption, business value realization, and renewal readiness.Proactively address risks, escalations, and competitive threats.Ensure account strategy is aligned to long-term retention and revenue growth.Opportunity DevelopmentWork with Presales and subject matter experts to shape solutions that align with customer business needs.Coordinate proposals, statements of work, presentations, pricing support, and internal deal reviews.Help translate customer needs into actionable solution concepts and commercial proposals.Market DevelopmentDevelop and execute territory and target-account strategies for EMEA.Build regional market awareness through networking, industry engagement, partner relationships, and outbound business development activity.Provide market feedback on customer needs, competitive moves, and emerging opportunities.Education and experience requirementsEducation and experience requirementsBachelor’s degree or equivalent experience.5+ years of experience in account management, business development, enterprise sales, customer success, or a hybrid commercial role.Experience managing complex B2B accounts and selling solutions or services into enterprise customers.Strong track record in both growing existing accounts and generating new business opportunities.Experience working across multiple countries, cultures, and stakeholders in the EMEA region.Ability to operate independently while coordinating effectively with global teams.Excellent executive communication, negotiation, and relationship management skills.Experience in aerospace, defense, technical information, digital engineering, MRO, SaaS, enterprise software, or complex services environments preferred.Familiarity with consultative selling and value-based account planning strongly preferred. Travel: As needed across Europe, Middle East, and Africa for customer meetings, industry events, and internal collaborationEmployment screening: This role is subject to pre-employment screening in line with UK Baseline Personnel Security Standard Clearance (BPSS). We encourage applications from UK nationals and are unfortunately not able to support candidates who require a Visa to work in the Europe.BenefitsFlatirons Offers:Competitive salary plus commission planFlexible working hours, Monday to Friday25 days holiday plus Bank HolidaysCompany pension scheme and benefits including Private Medical Insurance, Incapacity Insurance, and Life Assurance policiesSubsidised Gym membershipAs part of the recruitment process, the Company may use AI-enabled tools to assist in the review and summation of job applications; however, all hiring decisions are made by the recruitment team and are not based solely on automated processing. You may raise any concerns or objections by contacting privacy@flatironssolutions.com