Customer Success Manager (EMEA & APAC)

🌍 Who we are

We empower global digital marketing agencies to make informed, data-driven decisions fast. Using our intuitive platform with native integrations, templates, automation, and robust support, marketing teams efficiently monitor and report their performance in visual dashboards, saving countless hours of manual work.

Our culture is anchored in three core values: Own, Strive, and Care. We prioritize strong ownership and responsibility - those who excel at taking charge and delivering results independently thrive here. Our dynamic, less-defined approach isn't for everyone, but if you’re eager to make a real impact and push boundaries, we might be the perfect fit for you.

🚀 The Opportunity

At Whatagraph, we believe that strong customer relationships are key to success. We're looking for a Customer Success Manager to provide exceptional care to our diverse global customers in the EMEA and APAC regions. In this role, you'll be at the forefront of building strong and lasting relationships, ensuring customers maximize value from our platform. You’ll be responsible for proactively driving customer retention and expansion initiatives, with a focus on achieving success across key performance indicators (KPIs): Retention (Renewals), Net Retention (Renewals + Upsells), and adoption of the Whatagraph platform.

🎯 Here’s what your responsibilities will look like:

• Client Representation and Relationship Building: Serve as the main point of contact for your managed customer portfolio. Build trust and strong relationships through regular calls, online meetings, emails, and LinkedIn connections. Maintain an up-to-date book of business in CRM and stay informed about customer updates.
• Product Expertise and Consultancy: Become a trusted product expert, translating product features and innovations into actionable business strategies. Assist customers in achieving their business goals and maximizing the value of Whatagraph.
• Retention & Expansion: Proactively manage customer renewals and identify opportunities for upselling and cross-selling. Drive revenue growth and improve net revenue retention (NRR) by expanding customer engagements.
• Onboarding and Implementation: Lead a customized onboarding process tailored to each customer’s specific use case and desired outcomes. Work with the Support team to assist customers in setting up and recreating key reports, ensuring a seamless transition. Define and execute high-quality success plans with clear success metrics, milestones, and completion goals.
• Adoption: Continuously monitor customer usage and engagement to detect potential risks or gaps. Collaborate closely with the Product team to relay insights and feedback, ensuring customer concerns are addressed and enhancements are implemented. Collect and analyze feedback through Voice of the Customer initiatives and Health score signals. Drive continuous improvements by integrating Whatagraph further into customers’ business operations.
• Project and Task Management: Partner with cross-departments on shared projects, such as brand awareness campaigns, adoption programs etc. Manage and track initiatives to ensure timely delivery and alignment with overall customer success goals.
• Continuous Data Monitoring and Analysis: Regularly analyze customer data to gain insights into usage patterns and behaviors. Use data-driven insights to enhance the customer experience at every stage of the lifecycle—from onboarding through to expansion and renewal.

✅ To be successful, you will need

• 3+ years of sales or commercial account management experience, specifically involving renewals and upsells within SaaS or software environments, with a demonstrated ability to manage customer portfolios, build trust, and sustain long-term relationships. 
• Experience at a digital marketing agency or in the martech industry.
• Strong commercial instinct with excellent presentation and negotiation skills. 
• Exceptional written and spoken English, enabling clear and persuasive communication across diverse audiences. 
• A proactive approach with persistence in identifying and expanding relationships within customer organizations. 
• Ability to analyze customer data and usage patterns to proactively detect risks, optimize adoption, and drive expansion initiatives. 
• Competence in managing complex projects such as customized onboarding, implementation, and cross-functional initiatives.
• Ability to work seamlessly with Support, Product, and Marketing teams to relay customer insights, drive product enhancements, and ensure a unified customer success strategy. 
• Thrive in a fast-paced B2B SaaS environment with a passion for continuous self-development and personal growth.
• Availability to work during APAC business hours once per week (7 AM - 4PM EST).

🎉 What you will get

• Compensation: From €3,000/month gross base + 30% bonus, depending on your skills and experience. 
• Share in the company's success: Opportunity to participate in our Employee Stock Ownership Program.
• Wellness, Your Way: Get a healthcare allowance and enjoy paid wellness days - because your mind and body need breaks too.
• A product that grows: We believe in creating what matters. Our evolving platform helps marketing professionals understand their performance data. You'll play a key role in communicating its value to our customers.
• A role where you will grow: You’re in charge of your own growth here, and will have full freedom to focus where you prefer. Your manager will also support you via regular performance reviews, 1:1s, and help you set actionable growth goals.
• An international environment: You'll work within an international market, alongside our global teams spread across Europe and Africa, from Amsterdam and Nairobi to Vilnius and Warsaw.
• Best-in-class tools: No compromises here - you’ll get full access to a top-tier tech stack to help you thrive in your role.