Customer Success Manager, EMEA

About CellebriteCellebrite (Nasdaq: CLBT) is a global leader in digital intelligence solutions. Our mission is to enable our global customers to protect and save lives by enhancing digital investigations and intelligence gathering, accelerating justice in communities around the world.Cellebrite's AI powered Digital Investigation Platform enables customers to lawfully access, collect, analyse, and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organisations, intelligence agencies, and businesses rely on Cellebrite's digital forensic and investigative solutions-available via cloud, on premises, and hybrid deployments-to help close cases faster and safeguard communities.What is your mission?In this role, you will help build, iterate, and operate Cellebrite's customer success intelligence layer by transforming product telemetry and customer signals into clear, scalable Customer Journeys for Customer Success, Sales, and the broader Go to Market (GTM) ecosystem. Your work will directly drive customer adoption, reduce churn, and maximise long term customer value.You think in systems while building trusted relationships. You identify patterns in customer behaviour, usage, and needs, and translate insights into actions that solve real problems. Comfortable with ambiguity, you bring curiosity, empathy, and a problem solving mindset, and are motivated by building scalable programs that enable GTM teams to consistently deliver meaningful, long term customer success.ResponsibilitiesDriving Adoption and ValueProvide consultative product expertise to help customers maximise their investment in Cellebrite technologies and accelerate justice outcomesSupport Sales motions related to renewal stability, feature expansion, and product maturityImprove platform stickiness by mapping adoption drivers and scalable engagement triggers to enable customer engagement at scaleDeliver Adoption Health Checks based on Customer Journey milestones, customer intelligence, and risk or expansion indicatorsRun and participate in regional User Forums and customer events to drive best practice sharing and adoption momentumConduct ad hoc customer engagements via video conferencing or on site visits to address emerging needs and remove adoption blockersPartner with the CS Operations team to build and maintain customer health scoring models and customer journeysServe as a subject matter expert for Gainsight and customer health data across GTM teamsData Intelligence and InsightsAnalyse usage, adoption, and health signals across accounts and products to identify trends, risks, and growth opportunitiesTranslate learnings from customer investigations and engagements into scalable playbooks and workflows for Customer SuccessExecute automated and semi automated engagement motions based on customer behaviour and lifecycle stageMonitor data streams and proactively flag churn risk, expansion potential, and friction patterns to Sales Managers and GTM stakeholdersCapture all engagements, insights, and recommendations within Gainsight to continuously strengthen the customer intelligence layerOrchestration Across GTMPartner with Regional Sales leadership to align customer insights with territory prioritiesTranslate behavioural, operational, and adoption insights into clear business recommendations for GTM teamsDeliver data backed insights into QBRs, forecasting discussions, and strategic planning sessionsEnable GTM teams and Product Management with actionable customer intelligenceOperationalise best practices to ensure execution is predictable and repeatableThis role requires up to 50% travel and is best suited to professionals who enjoy customer facing engagement across multiple regions. Professional fluency in either Italian or Spanish is required.Requirements3-5 years of experience in Customer Success, Customer Insights, CS Operations, or a similar customer facing roleStrong expertise with Gainsight or similar customer success toolingExperience analysing customer telemetry and behavioural data to identify risk and opportunity patternsStrong collaboration skills across Sales, Solutions Engineering, Support, Product, and Customer Success leadershipExceptional communication skills with the ability to present insights clearly at an executive levelStrong analytical and creative problem solving abilitiesSelf starter mindset with accountability, curiosity, and a drive to continuously improve systems and processesBasic QualificationsExperience working in a customer facing role within a B2B SaaS or technology environmentDemonstrated ability to translate data and insights into scalable programs and actionsComfort operating in ambiguous, fast changing environmentsPreferred QualificationsBackground in Digital Intelligence, forensic technologies, cybersecurity, or adjacent domainsExperience supporting enterprise or public sector customer segmentsExperience delivering high scale, programmatic customer success motions Location:London