Customer Success Manager II- EMEA

Job Description

We are looking for a Customer Success Manager II (EMEA) to build and maintain strong, trusted relationships with customers while actively managing their experience across HSI’s full product suite: Donesafe, HandsHQ, and Skillko.

This role supports customers across the EMEA region and can be located in London, UK or Westport, Ireland.

The Customer Success Manager II plays a critical role in ensuring customers successfully adopt and optimize HSI solutions to achieve the highest possible return on investment (ROI). Success in this role requires deep product knowledge, strong communication skills, and the ability to engage effectively with stakeholders across a wide range of technical abilities and personality types.

• Build relationships with assigned customers, help them with issues, and continually delight them with a positive, customer-centric attitude.
• Provide proactive strategy with their assigned customer accounts.

• Work with customers to ensure they are leveraging our services effectively and finding value in our services.
• Become an expert in our services and educate customers on the use and benefits of our products.
• Work closely with Sales, Support, Billing, and other technical teams to ensure an exceptional customer experience and take care of any customer issues.
• Successfully maintain strong working knowledge of contractual terms on named accounts.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development.
• Exceed monthly/quarterly/annual retention/growth quotas. Maintaining a Net Renewal Rate of 100%+.
• Identify and close upsell and cross-sell opportunities.
• Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth.
• Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes.
• Maintain a revenue base by managing account retention and renewal.
• Drive upsell revenue through increased product adoption and increased usage.
• Other duties as assigned.

Competencies

• Communication – Possesses strong verbal, written, and presentation skills; able to engage effectively with customers at all levels, including executives.
• Confidence and Motivation – Displays high energy, self-motivation, and confidence while working both independently and as part of a team.
• Adaptability – Thrives in fast-paced environments, demonstrating a strong desire and ability to learn and grow.
• Multitasking – Manages multiple priorities and projects effectively without sacrificing quality or attention to detail.
• Technical Aptitude – Understands internet and web-based applications, with a willingness to learn new technologies.
• Product Knowledge – Able to quickly understand and clearly articulate HSI’s products, services, and overall value proposition.
• Organization – Maintains strong organizational skills, attention to detail, and effective prioritization of tasks.

Requirements

• 2+ years of experience in a customer-facing role, such as Customer Success, Customer Support, Sales or Account Management
• 2+ years of experience working under monthly, quarterly, or annual revenue quotas
• 2+ years of experience using Salesforce and Customer Success platforms is preferred
• Proven ability to build strong relationships and communicate effectively with senior and executive-level customer stakeholders
• Excellent phone, written, and verbal communication skills, with strong presentation abilities
• Solid understanding of internet technologies and web-based applications, with a willingness to learn new tools
• Proficiency in Microsoft Office applications
• Strong understanding of HSI’s EMEA products (Donesafe, HandsHQ, Skillko), services, and overall value proposition, with the ability to clearly articulate them to customers
• Working knowledge of EHS and compliance management is preferred