Customer Success Manager (Europe)

Location: Remote (with occasional travel as needed)

Department: Customer Success

Reports To: Chief Revenue Officer (CRO)

About Empowered

Empowered is a leading provider of the Empowered GRC Platform, a cutting-edge solution that helps organizations streamline Governance, Risk, and Compliance (GRC) processes. We are a fast-growing company committed to delivering innovative solutions and exceptional customer experiences.

As a Customer Success Manager (CSM), you will play a pivotal role in ensuring our customers achieve their goals with the Empowered GRC Platform. You will act as the customer’s advocate within Empowered, helping to drive adoption, deliver value, and foster long-term partnerships.

Key ResponsibilitiesCustomer Engagement & Onboarding

• Guide new customers through a seamless onboarding process, ensuring they are set up for success with the Empowered GRC Platform.
• Conduct product training sessions, tailored to the customer’s specific needs.

Relationship Management

• Build and nurture strong relationships with key customer stakeholders to ensure satisfaction and long-term retention.
• Act as the primary point of contact for assigned accounts, resolving issues and escalating as necessary.

Adoption & Value Realization

• Proactively monitor customer usage and engagement metrics to identify areas for improvement.
• Partner with customers to define success criteria and align the Empowered GRC Platform to their business goals.
• Provide best practices and recommendations to help customers maximize the value of the platform.

Partnership Development

• Act as a strategic advisor to customers, identifying opportunities to expand collaboration and deepen relationships.
• Collaborate with customers to develop long-term strategies for success with the Empowered GRC Platform.
• Facilitate open communication and regular check-ins to ensure alignment with customer needs and business objectives.

Advocacy & Growth

• Advocate for customer needs internally, collaborating with product, sales, and support teams to enhance the customer experience.
• Identify and act on upsell or cross-sell opportunities, collaborating with the sales team to drive account growth.

Feedback & Reporting

• Gather customer feedback to share with the product team to drive platform improvements.
• Regularly provide updates on account health and key metrics to internal stakeholders.

Additional Variable Compensation Opportunities

• Eligible for performance-based compensation on net new module sales and upsells within existing customer accounts.
• Collaborate with the sales team to close additional module opportunities and ensure seamless integration and onboarding of new solutions.
• Maintain a balanced focus on customer success and driving revenue growth by identifying and executing on new opportunities within assigned accounts.

QualificationsExperience

• 3+ years in a customer success, account management, or related role, preferably in SaaS or GRC software.
• Proven track record of managing and growing customer accounts.

Skills

• Strong communication and interpersonal skills with the ability to build trusted relationships.
• Analytical mindset with the ability to interpret data and derive actionable insights.
• Problem-solving abilities and a customer-first mindset.
• Proficiency with CRM and customer success tools (e.g., Salesforce, Gainsight, or similar platforms).

Education

• Bachelor’s degree in business, communications, or a related field (or equivalent experience), preferred but not required.

Bonus Qualifications

• Knowledge of Governance, Risk, and Compliance processes or software.
• Experience working with mid-market and enterprise-level customers.
• Multilingual capabilities are a plus.

What We Offer

• Competitive salary and performance-based bonuses, including sell-side incentives.
• Comprehensive benefits package, including health insurance, retirement plans, and paid time off.
• Opportunities for professional growth and development.
• A collaborative, inclusive, and innovative work environment.

Empowered is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

If you’re passionate about helping customers succeed and thrive in a fast-paced, mission-driven company, we want to hear from you!