Customer Success Manager (EMEA)

About the role

As a Customer Success Manager at Swimlane, you will own the post-sale experience for a portfolio of enterprise customers, driving retention, expansion, and product adoption. You'll act as a trusted advisor to security leaders, using AI-driven insights, CRM systems, and customer success platforms to proactively manage risk, deliver value, and scale impact.

You will work cross-functionally with Sales, Product, Support, and Operations, and serve as a key voice of the customer within the organization.

This is a UK-based or European country-based position, and will be supporting our customers across EMEA.

What you'll do

• Own customer health, satisfaction, and gross/net revenue retention targets
• Drive adoption and value realization using product usage data, health scores, and predictive risk signals
• Identify and mitigate churn risk through proactive, cross-functional action plans
• Build strong relationships with executive sponsors and day-to-day users
• Lead strategic customer reviews using clear, data-backed insights
• Partner with Sales on renewals, expansions, and growth opportunities
• Manage sales-to-delivery transitions and support new product rollouts
• Track and escalate priority support issues while managing customer expectations
• Maintain accurate customer data and success plans in CRM and Customer Success platforms
• Improve CS processes through automation and AI-enabled workflows

Qualifications

Minimum Qualifications

• 5+ years in enterprise B2B software roles; 3+ years in Customer Success managing large customers
• Experience working with complex, technical products; cybersecurity experience preferred
• Proficiency with CRM platforms (Salesforce preferred) and Customer Success tools (e.g., Gainsight, Totango, Planhat)
• Comfort using product usage analytics, dashboards, and customer health metrics
• Strong analytical, communication, and executive-facing skills
• Ability to thrive in a fast-paced SaaS environment

Bonus Qualifications

• Experience using AI copilots, automation, or predictive analytics in Customer Success
• Background in high-growth SaaS or cybersecurity environments

This is a remote role based in the UK or the broader Europe region; candidates must currently reside and be a resident of the United Kingdom or a European country to be considered for this position.

The Perks of Being a Swimlaner:

• Competitive Benefits & Compensation
• Stock Options
• Training & Professional Development Opportunities
• MacBook Pro
• Great Company Culture
• We value collaboration and innovation

Core values

• Punch above your weight class - We make the most of our circumstances and constantly surprise and impress with our ability to deliver.
• Be a happy innovator - The hard problems are the fun problems to solve, we're excited to take on difficult challenges and find creative solutions.
• Always be leveling up - We are continuously improving, embracing change, and consuming information to better ourselves and each other.
• Move at the speed of WOW - We work with an extreme sense of urgency, but we never compromise quality.
• Have honesty and integrity in 'all the things' - We make decisions with the best of intentions, doing what is right for as many stakeholders as possible.