Manager, Customer Success, EMEA & APAC

Tactivos Inc.

Job Overview

Location

Netherlands Remote

Job Type

Full-time

Full Job Description

📋 Description

• Lead the day-to-day execution, coaching, and operational performance of the EMEA and APAC Customer Success team, supporting CSMs across mid-market and strategic customers to drive strong team execution, operational consistency, customer value realization, and CSM professional development.
• Coach and develop a team of 8 CSMs across EMEA and APAC through regular 1:1s, account reviews, call reviews, customer strategy sessions, and performance feedback to strengthen core skills in stakeholder mapping, value realization, success planning, adoption strategy, risk communication, and commercial partnership with Sales.
• Drive consistent execution of the regional CS operating cadence, including account reviews, risk reviews, customer health inspection, renewal readiness inputs, and expansion signal tracking, while ensuring high-quality and timely use of CS systems such as Gainsight and Gong to create visibility into customer health, engagement, risks, and opportunities.
• Partner closely with Sales leaders to align on customer priorities, risk mitigation, renewal readiness, and expansion signals, and support account growth planning by helping CSMs translate adoption, value, risk, and stakeholder insights into actionable recommendations for Sales.
• Represent regional patterns and team feedback in CS leadership discussions, including process gaps, product friction, enablement needs, and customer trends, and support change management for new CS programs, tools, and processes by ensuring clear rollout, adoption, and feedback within the team.
• Inspect customer health, usage trends, stakeholder engagement, and risk signals to ensure proactive intervention, and support CSMs in navigating complex customer situations, including adoption challenges, stakeholder changes, low engagement, renewal risk, or unclear value realization.
• Step into customer conversations when needed to support escalation, reinforce value, or align internal stakeholders, and collaborate with Product, Marketing, Solutions Consulting and Support to remove blockers, share customer insights, and improve customer outcomes.
• Establish and maintain a regular operating rhythm with Sales counterparts to improve account coordination and reduce ambiguity around roles, ownership, and next steps, and coach the team to help customers define success, increase adoption, realize measurable value, and build internal advocacy for Mural.

🎯 Requirements

• 5+ years in Customer Success, Account Management, or a related customer-facing SaaS role, with 1+ years of people leadership, team lead, mentoring, or coaching experience.
• Strong understanding of Customer Success Fundamentals including adoption, value realization, customer health, risk mitigation, stakeholder engagement, and success planning in a B2B SaaS environment (ideally within collaboration, productivity, work management, or horizontal platform software).
• Demonstrated ability to coach CSMs, set clear expectations, give actionable feedback, and build a culture of accountability and continuous improvement.
• Comfortable using data, systems, and operating cadences to improve visibility, prioritization, and execution across a team.
• Experience partnering and working closely with Sales, Account Management, or Revenue teams to support retention, expansion identification, account planning, and customer value alignment.
• Clear, structured communicator who can operate across cultures, time zones, and cross-functional teams, with exceptional communication skills and comfort engaging executive audiences and driving strategic conversations.
• Experience working with customers or teams across EMEA and/or APAC is a plus.
• Based in the Netherlands or Spain, with willingness to travel occasionally for team, customer, or company meetings.

🏖️ Benefits

• Opportunity to lead and develop a high-impact Customer Success team across EMEA and APAC, driving measurable value realization and sustainable growth for customers.
• Close partnership with Sales, Product, Marketing, and Solutions Consulting to align on customer priorities, risk mitigation, and expansion signals.
• Access to CS systems such as Gainsight and Gong to create visibility into customer health, engagement, risks, and opportunities.
• Support for professional development through coaching, feedback, and exposure to global CS processes and regional adaptation.
• Flexibility to work remotely from the Netherlands with occasional travel for team, customer, or company meetings.
• Inclusive culture that rewards operational excellence, customer focus, clear communication, strong partnership with Sales, and leadership that helps CSMs grow and perform at their best.

Skills & Technologies

Remote

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Tactivos Inc.

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About Tactivos Inc.

Tactivos Inc., operating as Mural, provides a cloud-based visual collaboration platform that enables distributed teams to brainstorm, diagram, and plan on shared digital whiteboards. The software integrates with common productivity suites, supports real-time and asynchronous work, and offers templates for design thinking, agile ceremonies, and strategic workshops. Enterprises use it to accelerate decision-making, reduce meeting time, and preserve institutional knowledge through persistent murals. Founded in 2011, the company is headquartered in San Francisco with offices in Europe and Latin America, serving Fortune 500 and educational customers worldwide.

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