Senior Regional Customer Success Manager, EMEA (Portugal)

What You’ll Do

• Congduct regular global account meetings to refine and align customer strategies.
• Partner with the US Customer Success Lead to ensure a consistent, cohesive approach across regions.
• Champion and drive engagement with mental wellness programs.
• Serve as the primary contact for global product updates and upcoming developments.
• Act as an accessible, local contact to address escalations and urgent matters promptly.
• Maintain an understanding of diverse cultural nuances that influence client interactions worldwide.
• Serve as local implementation support in conjunction with US based implementation team.
• Help clients understand available training topics and their relevance to specific needs, while also delivering Benefit Overview sessions that provide a comprehensive overview of SH’s mental wellness benefits.
• Support and lead global QBRs/ABRs and support day to day reporting requests for global customers.

What Success Looks Like In This Role

• Partnering with the Customer Success team to maintain a high customer retention rate and reducing churn.
• Identify and drive upsell and expansion opportunities to grow accounts.
• Consistently achieve a high Net Promoter Score (NPS) and Customer Satisfaction Score (CSAT) from Customers.
• Build strong relationships to develop customers into brand advocates and case studies.
• Act as a trusted advisor, providing strategic insights to customers for maximum product value.
• Partner with sales, product, marketing and other cross functional teams to create a seamless customer experience.
• Improve customer success processes through data-driven decision-making and automation.
• Document and share best practices and provide valuable customer feedback to influence product roadmaps and company strategies.

The Target Base Salary Range For This Position

The target base salary range for this position is 45,600 - 52,440 EUR. Individual pay may vary from the target range and is determined by a number of factors including experience, location, internal pay equity, and other relevant business considerations.