Manager, Customer Success Manager

Sphera is a leading global provider of enterprise software and services that enables companies to manage and optimize their environmental, health, safety and sustainability. Our mission is to create a safer, more sustainable and productive world. Sphera is a portfolio company of Blackstone, a U.S.-based alternative asset investment company that focuses on private equity, technology and innovation, and more. Blackstone businesses succeed through strong partnerships, a personalized approach and a commitment to exceptional performance with uncompromising integrity. Sphera and Blackstone are leaders in the Environmental, Social and Governance (ESG) space. We are guided by our core values of Customer Centricity, Accountability, Bias to Action, Innovation, and Collaboration. These values help us recruit the right talent to join our rapidly expanding team of around the globe. It is important to us that each and every Spherion is not only eager to challenge themselves and knows how to get work done but is an awesome addition to our company culture. As Manager, Customer Success - EMEA, you will lead a segment of the EMEA Customer Success team while helping to shape and strengthen Sphera’s Customer Success function across the region. In this role, you will ensure customers realise measurable business value and achieve long-term success through the effective adoption of our SaaS solutions. You will be responsible for leading a team of approximately 8 Customer Success Manager, while partnering closely with Sales, Product, Support, Professional Services, and other cross-functional teams.   This is a leadership role combining people leadership, customer strategy, operational excellence, retention, and growth. You will establish a high-performing, customer-centric culture across the EMEA Customer Success organisation and ensure our teams are proactively managing customer relationships, driving adoption, reducing churn, and identifying opportunities for expansion.   The ideal candidate will have significant experience leading Customer Success teams within a complex B2B SaaS environment, a proven track record managing enterprise customers , and the ability to operate strategically while remaining close to customers and their teams.   Responsibilities   Customer Success Leadership   Lead and manage the EMEA Customer Success organisation, providing direction, coaching, and support to approximately 8 Customer Success Managers.   Directly manage approximately seven Customer Success leaders/managers and ensure consistent leadership, performance management, and development across the wider team.   Establish and maintain a high-performing, accountable, and customer-centric culture across the EMEA organisation.   Set clear objectives , KPIs, and performance expectations for the Customer Success team.   Coach and develop team members, identifying opportunities for career development, succession planning, and capability building.   Ensure consistent Customer Success processes, methodologies, and best practices are adopted across EMEA.   Partner with senior leadership to develop and execute the regional Customer Success strategy in alignment with Sphera’s broader business objectives .   Customer Retention & Growth   Own and drive the EMEA Customer Success strategy to maximise customer retention, satisfaction, and lifetime value.   Establish proactive strategies to identify and mitigate churn risks across the customer base.   Oversee customer health, engagement, adoption, renewal, and expansion metrics and ensure appropriate action is taken.   Partner closely with Sales and Account Management teams to identify and execute cross-sell and upsell opportunities.   Support the team in developing strong account strategies for strategic and enterprise customers.   Ensure customers consistently realise measurable business value from Sphera’s solutions.   Customer Relationship Management   Build and maintain strong relationships with key strategic and enterprise customers, acting as an executive-level escalation point where appropriate .   Ensure CSMs develop trusted-advisor relationships and a deep understanding of customers’ businesses, industries, objectives , and challenges.   Oversee executive business reviews and strategic customer engagements for key accounts.   Ensure customer feedback, market insights, and emerging risks are effectively communicated to senior leadership and relevant internal stakeholders.   Develop strategies to strengthen customer advocacy and engagement across the EMEA customer base.   Customer Adoption & Value Realisation   Ensure customers have effective onboarding and success plans aligned to their business objectives .   Drive consistent adoption and utilisation of Sphera’s products across the customer lifecycle.   Ensure CSMs are proactively demonstrating the value and business outcomes delivered through Sphera’s solutions.   Identify trends and opportunities to improve product adoption, customer engagement, and overall customer experience.   Partner with Product and other internal teams to ensure customer feedback is incorporated into product and service improvements.   Operational Excellence, Data & Reporting   Establish and monitor key Customer Success metrics, including retention, churn, renewal performance, customer health, adoption, and expansion.   Use CRM and Customer Success platforms such as Salesforce, Clari, Vitally or similar tools to drive data-informed decision making.   Develop and maintain accurate forecasting and reporting for the EMEA Customer Success organisation.   Identify trends and patterns across customer data and translate insights into actionable strategies.   Continuously improve Customer Success processes, systems, and ways of working to increase team effectiveness and customer outcomes.   Provide regular updates and insights to senior leadership on the