Client Success Manager - EMEA

Job Title: Client Success Manager

Department: Client Success - EMEA

: Hybrid

Challenger seeks highly motivated self-starters to join our growing EMEA Client Success team in London, UK. The CS team is responsible for the consulting and delivery of the Challenger™ Sales & Marketing model and partners closely with Sales, Product, and Marketing peers to ensure clients meet their goals and grow their partnerships with Challenger.

This role will manage a defined book of business of mid-market and/or enterprise accounts, directly responsible for influencing client retention and driving strong adoption of products and client satisfaction. Account complexity is determined by business needs and candidate experience.

Who You Are 

You are a Challenger! You are proactive, ask open-ended questions, are comfortable challenging the ways of thinking and discussing commercial outcomes, are focused on solutions, and understand when and how to adapt your communication to the right audience.

You are driven by progress and work well in a results-oriented environment. You are confident and outgoing, which shows how you can enliven, engage, and positively impact individuals and groups. You work well in a role with various responsibilities, and because of that, you’re proactive in your approach to your work.

What You’ll Do 

• Provide clients with prescriptive and proactive recommendations on how to utilize services purchased and, more broadly, how they can improve their sales, onboarding, enablement, and marketing/messaging creation efforts
• In support of Challenger methodologies, you’ll manage your customers in the following ways:
  
  • Teach for Differentiation: Deliver commercial insight, teaching customers new ways to achieve their business goals in ways they did not realize were possible
  • Tailor for Resonance: Tailor messaging based on the goals of your customer and the priorities of your stakeholder group
  • Take Control: Exhibit assertiveness to take control and guide customers through their customer journey with energy and momentum
• Drive project management, strategy, and insight generation for a book of clients across onboarding, implementation, adoption, and the ongoing lifecycle.
• Manage relationships with senior stakeholders within client organizations, aligning business objectives to products purchased.
• Partner directly with internal Sales to support commercial activities, like renewals, upsells, and overall account growth.
• Constantly share feedback on the customer experience across internal Sales, Product, Marketing, and Operations teams to improve E2E processes and strategies.
• Maintain pulse of industry developments, particularly within your book of business, and proactively apply learnings to improve delivery and align Challenger whenever possible
• Analyze and translate data from client surveys, assessments and diagnostics into insights and recommendations for continued program success.
• Build trusted, consultative relationships, proactively identifying needs and recommendations in the form of products and services
• Actively understand how and why customer businesses are evolving and align Challenger value and resources accordingly

 What You Bring

• Strong relationship-builder who enjoys delivering results and building client success
• Demonstrated track record managing multiple, time-sensitive projects while executing key deliverables against goals
• Motivation to build consultative relationships with clients; a desire to engage, advise, and collaborate across client organizations to drive business results
• Proficient with client management tools like Salesforce, Gong, and Asana
• Motivated to align value and drive product adoption in support of commercial goals
• Experience working cross-functionally with Product and Sales to influence client and organization outcomes
• Strong interpersonal skills across all communication mediums and ability to tailor communication depending on the audience
• Motivated to untangle complex problems and able to do so with business acumen, critical thinking, and longevity in mind (i.e., solve for scale)
• Minimum 4+ years of experience directly managing clients and in client-facing environments

What We Offer

• Opportunity to join a high-growth business, launching into its next rapid growth and transformation phase.
• A collaborative culture of intelligent, hard-working people who support one another to get the job done.
• An atmosphere of growth and opportunity where idea sharing is always prioritized over level or hierarchy.
• Full benefits package including retirement plan, flexible take-what-you-need vacation plan, and more.
• Great company culture – Join our culture committee to help plan group activities and diversity and inclusion initiatives to celebrate our differences.