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.
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 health and performance of the EMEA customer portfolio.
Cross-Functional Leadership
Partner closely with Sales, Professional Services, Support, Product, Engineering, Marketing, and Finance to deliver a seamless customer experience.
Establish strong collaboration between Customer Success and Sales to ensure effective account planning, renewals, and expansion.
Work with Product and Engineering teams to escalate customer issues, product gaps, and feature requests and ensure appropriate follow-up.
Collaborate with Professional Services and Support to ensure successful implementation, adoption, and ongoing customer engagement.
Represent the voice of the customer within Sphera and influence internal priorities based on customer needs and market trends.
Team Development & Talent Management
Recruit, onboard, and retain high-performing Customer Success talent across EMEA.
Develop clear career paths and growth opportunities for the Customer Success organisation.
Conduct regular performance reviews and provide ongoing coaching and feedback.
Identify capability gaps and implement training and development programmes to strengthen the team.
Create an environment that promotes collaboration, accountability, continuous improvement, and customer focus.
Qualifications
8-12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably within B2B SaaS.
Significant experience leading and developing Customer Success teams, including managers and senior individual contributors.
Proven experience managing complex enterprise and strategic customer relationships.
Demonstrated track record of improving customer retention, adoption, satisfaction, and expansion.
Strong commercial understanding with experience partnering with Sales on renewals, cross-sell, and upsell opportunities.
Experience operating within a complex, global SaaS organisation and working effectively across multiple functions and geographies.
Strong understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realisation.
Experience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar.
Exceptional leadership, coaching, communication, and stakeholder management skills.
Strong analytical and problem-solving abilities, with the ability to translate customer and business data into actionable strategies.
Ability to operate strategically while maintaining a strong understanding of day-to-day customer and team needs.
Bachelor’s degree or equivalent professional experience.
What Success Looks Like
A high-performing, engaged, and accountable EMEA Customer Success organisation.
Strong customer retention and renewal performance across the region.
Increased product adoption and measurable customer value.
Strong identification and execution of expansion opportunities in partnership with Sales.
Consistent Customer Success processes and standards across EMEA.
Strong executive relationships with strategic customers.
Clear visibility into customer health, risks, opportunities, and team performance.
A strong pipeline of Customer Success talent and future leaders within the organisation.
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Sphera is proud to be an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all colleagues.
This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.
Skills Required
- 8-12+ years of experience in Customer Success, Account Management, or a related customer-facing function, preferably within B2B SaaS
- Significant experience leading and developing Customer Success teams, including managers and senior individual contributors
- Experience managing complex enterprise and strategic customer relationships
- Track record of improving customer retention, adoption, satisfaction, and expansion
- Commercial experience partnering with Sales on renewals, cross-sell, and upsell opportunities
- Experience operating within a complex, global SaaS organization across multiple functions and geographies
- Understanding of Customer Success methodologies, customer health metrics, lifecycle management, and value realization
- Experience using CRM and Customer Success platforms such as Salesforce, Clari, Vitally, or similar
- Exceptional leadership, coaching, communication, and stakeholder management skills
- Strong analytical and problem-solving abilities, with the ability to translate customer and business data into actionable strategies
- Ability to operate strategically while maintaining awareness of day-to-day customer and team needs
- Bachelor's degree or equivalent professional experience
Sphera Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Sphera and has not been reviewed or approved by Sphera.
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Strong & Reliable Incentives — Sales on‑target earnings can be competitive for certain roles, with healthy ranges and high OTE potential for Solution/Account Executives. Feedback suggests on‑plan earnings compare well against many B2B software peers.
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Healthcare Strength — Medical, dental and vision coverage are characterized as good, with low deductibles and a significant employer share of premiums. Feedback suggests core health insurance quality is a relative strength.
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Retirement Support — A 401(k) with employer match is consistently referenced, with a clear structure that enables a meaningful company contribution when employees contribute. Feedback suggests retirement offerings are straightforward and valued.
Sphera Insights
What We Do
Sphera is the leading provider of integrated sustainability and operational risk management software, data and consulting services focusing on Environment, Health, Safety & Sustainability (EHS&S), Process Safety, Product Stewardship and Supply Chain Transparency. For more than 30 years, we have served 8,500 customers and a million-plus users in 100 countries to help companies keep their people safe, their products sustainable and their operations productive. We help enterprises build sustainable businesses while keeping people and the planet safe. Our solutions provide critical visibility and alignment across safety, risk, and supply chains -- empowering organizations to create lasting, sustainable impact. Our Mission: To create a safer, more sustainable and productive world by advancing operational excellence. Sphera's many internal initiatives, such as its annual Mentoring Program, running for its sixth year in 2025, supports staff in feeling and achieving their best. The goal of the Mentoring Program is to help participants achieve career development, personal growth, and create opportunities to partner with others from across the organization.
Why Work With Us
At Sphera we are solving some of the most important challenges facing the world today. Our staff, some of the world’s leading safety and sustainability experts, are meeting this challenge. Sphera is a hybrid company, with Chicago team attending SpheraIn days. We are always looking for talented people who want to make a difference.
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