Customer Success Manager

JustCall is looking for a Customer Success Manager to own a portfolio of SMB and Mid-Market customers across EMEA. You will drive product and AI adoption, retention, renewals, and expansion by becoming a strategic advisor, helping customers realize measurable business value through the JustCall platform and its AI capabilities.

• Own a book of business and manage the customer lifecycle from onboarding through renewal.

• Build trusted relationships with business and executive stakeholders.

• Drive adoption of core platform and AI features through Success Plans, EBRs, enablement, and value realization.

• Help customers identify AI use cases that improve productivity, automation, and customer experience.

• Monitor customer health, usage, and AI adoption to proactively mitigate risks and improve outcomes.

• Partner with Sales, Support, Product, and Engineering to resolve challenges and advocate for customer needs.

• Identify expansion opportunities, including AI products and premium capabilities, working closely with Account Executives.

• Maintain CRM hygiene, customer health scores, renewal forecasts, and account plans.

• Act as the voice of the customer by sharing feedback that influences product improvements.

• 3–5 years of experience in B2B SaaS Customer Success, Account Management, or a customer-facing role.

• Experience managing SMB or Mid-Market customers with ownership of adoption, retention, renewals, and growth.

• Strong executive stakeholder management and consultative communication skills.

• Proven ability to drive product adoption, customer outcomes, and commercial growth.

• Interest in AI and the ability to help customers adopt AI-driven workflows and automation.

• Strong analytical skills with experience using CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, Vitally, Planhat, or similar).

• Experience supporting customers across EMEA or global markets.

• Experience with CCaaS, telephony, conversational AI, or CX SaaS platforms.

• Experience with AI-powered SaaS products, automation, or conversation intelligence.

• Experience leading renewals, upsells, cross-sells, and AI adoption initiatives.

• Experience in a high-growth, product-led SaaS environment.

• Outcomes over activity. We measure success through GRR, NRR, AI feature adoption, customer health, renewals, and expansion not by the number of meetings held.

• High ownership from day one. You'll help customers unlock the full value of AI while shaping how Customer Success scales at JustCall.

JustCall is SaaS Labs' flagship product - used by 6,000+ businesses across 70+ countries to run their customer conversations. We're backed by Peak XV and Base10 Partners, have crossed $40M ARR, and are building toward $100M with the team, the product, and the infrastructure to get there.

If this is the role you've been waiting to find - let's talk.

SaaS Labs takes pride in being an equal opportunity employer. We believe diverse teams build better products, which is why we're committed to making hiring or any employment decision regardless of race, colour, religion, national origin, age, sex, marital status, ancestry, disability, genetic information, veteran status, gender identity, sexual orientation, or any other characteristic.