Customer Success Manager

About This Opportunity

Our talent team is representing a confidential intelligence technology client seeking their first international Customer Success Manager based in EMEA (Germany). This is a rare ground-floor opportunity to build a Customer Success function from scratch for a fast-moving organization whose platforms support investigators, cyber threat intelligence teams, and financial crime units worldwide.

You will own the entire post-sale experience for a strategic portfolio of customers, define what success looks like across international markets, and establish the playbook that scales as the product grows. This is not account management—this is building the foundation for a product-led growth motion that turns new customers into long-term partners.

Responsibilities

• Build and ship a working onboarding playbook within your first 30 days based on real customer engagements, then iterate as you learn what drives adoption across international segments
• Use AI to create production workflows that synthesize data from multiple systems (CRM, call intelligence, product telemetry) into automated account health summaries and business review drafts
• Define and track adoption benchmarks across your portfolio—usage patterns, consumption rates, account-specific success metrics—and surface at-risk accounts before renewal decisions are made
• Identify the highest-impact product-led growth play within 60 days by working backwards from expansion targets and customer behavior data
• Run executive business reviews and quarterly reviews with senior stakeholders at government agencies and financial institutions, building trust and positioning the platform as mission-critical
• Partner with account directors on expansion plays, co-own net revenue retention targets, and build structured paths to proving value for every customer
• Close the feedback loop between customers and Product—translate adoption blockers, feature gaps, and new use cases into prioritized, actionable roadmap input
• Design the Customer Success infrastructure and tooling stack that will scale as the next CSM hires join the team

What We're Looking For

• Background in cyber threat intelligence, intelligence agencies, financial crime investigations, or regulatory/compliance environments—you understand the investigator's world
• 5+ years as a customer success manager, onboarding engineer, deployment strategist, or similar post-sale role with proven ownership of NRR, GRR, and expansion metrics
• Domain credibility in cyber, national security, or financial crime—you can earn the trust of investigators in the first meeting, not the fifth
• Demonstrated zero-to-one builder experience—you have built a CS function, onboarding playbook, or PLG motion from scratch and can point to the specific outcomes it drove
• Production AI fluency—you have built real, repeatable AI workflows that synthesize data from multiple sources into outputs that run consistently and deliver measurable results, not just experiments
• High level of independence—you set your own agenda, operate without constant direction, and ship version one before you have all the answers
• Strong executive presence—you can run a business review with senior government stakeholders or financial institution executives and command the room through substance
• Experience supporting international customers, with ability to navigate regional, cultural, and time-zone differences
• Comfort with a fast-paced, ambiguous environment where priorities shift quickly and experimentation is constant

How We Work With You

Candidates apply directly through Get A Job.ai. Our recruiting team conducts an initial screen to understand your background and ensure alignment with the role requirements. Qualified candidates are then submitted to our client for consideration. Please do not attempt to contact the client directly—all communication flows through our team to ensure a structured, professional process.

This is a fully remote role supporting EMEA markets, with working hours aligned to international customer coverage. The team operates async-first with weekly customer syncs, biweekly health syncs, and regular cross-functional collaboration. You'll work directly with senior leadership and have meaningful influence on how Customer Success scales globally.

The environment moves quickly. Version one ships before it's perfect. Feedback is direct and specific. Mission-critical issues may require flexibility outside standard hours. If you thrive on building, solving hard problems, and making progress in situations that aren't always fully defined, this will be an exceptional place to grow.

Pay

Compensation details will be discussed during the screening process based on experience and location.

Equal Employment Opportunity: Get A Job.ai is committed to inclusive hiring practices and equal employment opportunity. We encourage applications from candidates of all backgrounds and experiences.