Customer Success Manager, Europe

Overview

TheCustomer SuccessManagerplays a pivotal role in deliveringahigh-qualityandconsistent post-sale experiencetoProsciclients.Thispositionis responsible forclientonboarding,customercoordination, relationshipmanagement, and supporting theadoptionofchangemanagementservicesand productsrelated toProsci’slicense and membership offerings. The specialist collaboratesclosely with internal teams to ensure clients achieve theirobjectives. Keysuccess metrics forthis role include membership and license renewal rates, minimized churn, annual recurring revenue growth,and Net Promoter Score (NPS).

As a client-facing partner, the Customer Success Manager helps manage client engagements throughout the lifecycle, from onboarding through ongoing delivery and renewal readiness. Operating in a fully virtual environment, this role contributes to building trusted client relationships,monitoringclient health, and supporting retention by ensuring a smooth, responsive, and well-coordinated experience.

The role will also support pre-sales engagement, partnering with Sales toward the end of the sales cycle to help prospects understand what the post-sale relationship will look like. This may include joining sales calls to provide an overview of the onboarding process, customer journey, and ongoing engagement model, helping ensure a smooth transition from sales to customer success through a structured handoff process.

A key responsibilityofthis role will be working with enterprise customers, which requires the ability to navigate complex organizations, engage with multiple stakeholders, and deliver a high-touch, white-glove customer experience. Candidates should be comfortable supporting enterprise-level engagements that often require strong coordination, strategic relationship management, and elements of project management. Driving customer retention and membership renewals within enterprise accounts will also be a critical responsibility, ensuring customers continue to realize value fromProsci’sofferings and remain engaged with the membership program.

Since our founding in 1994,Proscihas been laser-focused on change. By combining our deep understanding of people with a provenmethodologyrooted in the creation of the ADKAR® model,we’vehelped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach.

AtProsci, we are a purpose-driven organization full of passionate, curious, andresults-oriented people. Working atProscimeans being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference.

Key Responsibilities

Client Engagement and Relationship Management

• Serve as a primary point of contact post-salefor license and membership clients
• Set clear expectations around timelines, roles, and next steps whilemaintainingpositive, professional client relationships.
• Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed.
• Leverage best company best practices toretainand renew Membership and Licensed software

Proactive Client Support and Advocacy

• Act as a trusted partner to clients by providing guidance, responding to questions, and proactivelyidentifyingpotential needs or concerns.
• Participate in client meetings and calls to share updates, support execution, and contribute to an overall positive experiencefor license andmembershipclients.
• Collaborate with internal teams (e.g., delivery, sales, product, and operations) to address client issues and ensuretimelyfollow-through.
• Capture and share client feedback to help inform service improvements and best practices across the customer success function.

Service and Solution Support

• Support the implementation ofProsci’ssolutions by guiding clients through setup activities and early adoption milestones.
• Helpidentifyandtroubleshoot service or usage issuespertaining tomembership and license offerings, coordinating withappropriate internalteams to drivetimelyresolution.

Data Management and Reporting

• Maintainaccurateand up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems.
• Track and report on key client metrics such as usage, adoption, and engagement to support internal visibility and decision-making.
• Identifytrends or early indicators of risk and flag them to the Director, Customer Success, with recommendations for next steps.

Competencies

• Customer Focus:Prioritizesclient needswith a "client’s best friend" mentality, fostering strong relationships to deliver exceptional service and tailored solutions that drive customer success.
• BuildRelationships:Develops effective working relationships with clients and internal partners through trust, collaboration, and clear communication.
• Communicates Effectively:Delivers clear, concise, and tailored communications across multiple formats, ensuring a thorough understanding of diverse audience needs.
• Decision Quality:Makes informed,timelydecisions by analyzing data and trends, driving successful outcomes for clients.
• Situational Adaptability:Adjusts approaches and behaviors in real-time to effectively respond to changing client and team needs in a dynamic environment.
• Resourcefulness:Proactivelyutilizesavailable resources to address client challenges and achieve organizational goals with effective,timelysolutions.

Technical / Functional Skills

• Experience using CRM systems to manage client data and track engagement; Salesforce experience preferred but notrequired.
• Proficiencywith Microsoft 365 and virtual meeting platforms.
• Microsoft Office including basic capabilities plus proficient inExcel
• General understanding of professional services delivery models; familiarity with change management concepts is a plus.

Qualifications

• Bachelor’s degree in Business, Communications, or a related field,orequivalent relevant professional experience.
• 4–7yearsof experience in customer success, account support, client services, or a related role.
• Demonstrated ability to support client relationships and contribute to successful service delivery in a collaborative environment.

Additional Preferences

• Familiarity with software-as-a-service (SaaS) and perpetual licensing models along with change management tools can provide a solid foundation for understanding client needs and driving adoption.
• Proven ability to view and service clients holistically, addressing not just immediate needs but alsoanticipatingfuture challenges and opportunities, ensuring a comprehensive and seamless client experience.