Manager, EU Customer Success

Zowie

About Zowie:

At Zowie, we’re revolutionizing how businesses interact with their customers. We’re creating a future where AI Agents handle 100% of customer service interactions—delivering instant, personalized, and exceptional experiences.

We believe AI Agents represent the next major technological shift, and Zowie is positioned to lead the charge. Leading consumer brands like GetYourGuide, DocMorris, Monos, Monica Vinader, Decathlon, Media Markt already trust our AI Agents to be on the front line of their customer care efforts, handling millions of conversations monthly.

Having found strong traction with our mid-market and enterprise customers and observing our EU team growing before our eyes, Zowie is now seeking a Manager to lead our EU Customer Success Team.

What you'll do:

  • Lead and Develop the Team: Hire, mentor, and manage a team of Customer Success Managers (CSMs) to build a culture of accountability, innovation, and customer obsession.
  • Drive Key Metrics: Own and be measured on team-based metrics, including Net Revenue Retention (NRR), churn reduction, customer engagement, and revenue expansion.
  • Optimize Customer Journeys: Partner with Sales, Marketing, and Product teams to design and refine customer onboarding, adoption, and expansion strategies tailored to the EU market.
  • Champion the Voice of the Customer: Proactively gather and share customer insights to influence product development and strategic initiatives.
  • Recruit and Retain Talent: Attract top-tier CSMs, implement effective training programs, and foster an environment of continuous learning and growth.
  • Leverage Data and Tools: Use AI and CRM tools (e.g., Salesforce, Gong) to identify at-risk accounts, mitigate churn, and uncover growth opportunities.

Ideally, you'll bring with you:

  • Experience: 6+ years in customer success or account management roles, with at least 2+ years leading high-performing teams in a SaaS environment. Experience in AI-driven solutions is a plus.
  • Leadership: Proven track record of managing teams with performance quotas tied to retention, expansion, and customer adoption metrics.
  • Customer-Centric Mindset: Passionate about ensuring customers achieve their goals and driving measurable value through Zowie’s platform.
  • Adaptability: Comfortable navigating a fast-paced, dynamic environment, balancing high-level strategy with hands-on execution.
  • Strategic Relationship Management: Exceptional ability to engage with highly strategic customers, navigate complex stakeholder relationships, and drive consensus to achieve business objectives.
  • EU Market Knowledge: Familiarity with the EU landscape and customer success best practices in the region.
  • Travel: Willingness to travel up to 10% of the time for customer meetings or team collaboration.

We are:

  • Ambitious and innovative. We never settle. We always look for better ways of doing things.
  • Like a sports team. We take ownership of our work and believe in personal accountability. At the same time, we work together, support each other, and focus on winning as a team.
  • Unafraid of change. The market we're in is changing rapidly and we thrive in this ever-evolving environment.
  • Growing fast. You’ll have a lot of autonomy and impact as we grow.
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Confirmed 8 hours ago. Posted 30+ days ago.

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