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Customer Success Manager, EMEA

London, UK

Sourcescrub's Customer Success team is growing, and we're excited to add our first Customer Success Manager based in our London office to support our EMEA customers. This is a great role for someone who wants to learn and effect measurable impact within many areas of the business--to build, consult, collaborate, innovate, and make a significant impact in a fast-paced, scrappy, start-up environment, working closely with our EMEA Account Manager.  

About us 

At Sourcescrub, we believe two areas of focus are paramount to modern deal origination: Exceptional data quality and a relentless approach to Business Development. Our innovative approach allows finance professionals at all levels in their organisation to uncover privately-backed businesses and examine key investor-centered metrics, cutting through the noise in seconds. 

About you 

As a Customer Success Manager, you’ll work directly with clients to build and foster strong relationships, thoroughly understand their business objectives, and partner with them to leverage Sourcescrub to drive the goals subjective to their internal firm’s strategy. You’ll also help them expand the breadth and depth to which they utilise Sourcescrub’s product offerings. Concurrently, you’ll interface with the Account Management team to provide intel related to potential growth or expansion opportunities for Customers. Finally, you will interface with the Product team, utilising feedback and out-of-the-box thinking to drive strategic improvements within our product offerings. 

As our Customer Success Manager, you will 

  • Manage a book of business of approximately $3-4M in ARR 
  • Maintain Sourcescrub’s strong Gross Revenue Retention and high NPS by delivering value across the customer lifecycle 
  • Proactively monitor customer health using a blend of quantitative and qualitative data—such as product usage, engagement activity, support trends, and firmographic signals—to identify risks and uncover growth opportunities
  • Manage the ‘hand-off’ process for new customers from Sales, project managing all activities post-contract execution 
  • Develop success plans for clients that outline their goals, KPIs to measure progress, potential issues, and provide recommendations  
  •  Drive customer touch points—such as onboarding sessions, product deep dives, and strategic check-ins—via webinars, video calls, in-person meetings, and trade show engagements 
  • Work closely with other functions including Sales, Customer Success, Product, and Support to ensure customer needs are met while meeting internal objectives
  • Partner with the broader Customer Success team on scalable initiatives including the creation of self-service content, onboarding resources, and educational webinars 
  • Assist in managing a shared inbox for pooled EMEA customers, ensuring timely, accurate responses and consistent customer experience across the segment 

To be successful, you should have 

  • Bachelor's Degree or equivalent - Finance-related education especially welcome! 
  • 1-2 years of experience in a client-facing role preferred 
  • Strong interpersonal skills and empathy 
  • Ability to understand and translate business goals into actionable and measurable initiatives. 
  • Metric-driven orientation 
  • Genuine curiosity about people and business, while possessing the ability to inspire passion in others 
  • Excellent public speaking skills and confidence with demonstrating best-practices to clients 
  • Capable of working collaboratively across technical and non-technical organizations. 
  • Comfort managing escalations and coordinating resources to execute upon a success plan. 
  • Ability to prioritize effectively and work independently or within a team dynamic 
  • Experience with Salesforce or other CRM software solution is a plus 
  • Ability to analyze key metrics and identify trends 
  • Ability to travel 

 

Compensation  

Total on-target cash compensation of £75,000. On-target cash compensation is determined by a combination of factors including, but not limited to, job related years of relevant experience, internal equity, and location of the job. 

 

Sourcescrub does not accept unsolicited resumes from search firm recruiters. Fees will not be paid in the event a candidate submitted by a recruiter without an agreement in place is hired; such resumes will be deemed the sole property of Sourcescrub. 

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