Manager, Customer Success - EMEA

Job Title: Manager, Customer Success - EMEA

Location: Hybrid - Cork, Ireland

Company Overview

Canto is reshaping the digital asset management (DAM) landscape. Our platform offers a singular source for brands to organize, access, and share digital assets, amplifying content value, accelerating production, and ensuring brand consistency. With an emphasis on efficiency and collaboration, we provide data-driven insights and harness AI to help companies not just manage but maximize their digital content. At Canto, we're more than a DAM solution; we're a catalyst for brand evolution. Join our mission to transform the DAM category and empower brands to extract unparalleled value from their digital assets.

It's such an exciting time to join the Canto Team. We have great people here already and we are growing rapidly - we look forward to hearing from you if you match the role below.

Job Overview:

We are looking for a Manager of Customer Success to lead and develop our EMEA based Customer Success team at a pivotal moment of growth. Reporting to the Senior Manager of Customer Success, you will lead a CSM team that spans multiple tiers of accounts, from high-touch customer relationships to a scaled, pooled model making this a unique opportunity for a CS leader who can operate effectively across both motions. In this role, you will set the tone for how the team drives customer nurturing, product adoption, and time to value across all tiers, partnering closely with Account Management on retention and growth outcomes and Implementation on seamless customer onboarding. You will work alongside the Senior Manager to help shape the framework for our pooled Digital motion, a key initiative that will define how Canto scales customer success across a high-volume book of business.

What You'll Be Doing:

• Lead, coach, and develop a team of CSMs and CS Specialists across all customer tiers, fostering a high-performance culture grounded in accountability and customer obsession.

• Drive customer nurturing, adoption, and time to value across all tiers, ensuring account health and partnering with the Account Management team for commercial success.

• Establish clear team operating rhythms, 1:1s, QBRs, health reviews, and performance check-ins to ensure consistent execution across nurturing, adoption, and risk mitigation.

• Support the launch and ongoing management of the Tier 4 pooled motion, partnering with the Senior Manager to bring the framework to life and ensure effective execution.

• Serve as the team's escalation point for complex customer situations and at-risk accounts.

• Partner cross-functionally with Account Management, Implementation, Support, and Product to represent the voice of the customer and ensure internal commitments are met.

• Leverage CS platforms and data including ChurnZero, Salesforce, and Pendo to monitor health metrics, surface insights, and drive data-informed team decisions.

• Support hiring, onboarding, and ramp planning as the team grows, connecting individual development to team and business needs.

• Champion AI-enabled tools and workflows across the team from proactive outreach to health monitoring and set clear expectations for responsible, effective use.

Qualifications & Experience needed to be successful in this role:

Required:

• 5+ years of experience in Customer Success, Account Management, or a related customer facing SaaS role, with 2+ years in a formal people leadership capacity.

• Demonstrated track record of owning or contributing to retention and growth metrics (GRR, NRR, churn reduction) in a B2B SaaS environment.

• Experience managing or supporting teams that cover multiple customer segments, including Enterprise, Mid-Market, and pooled accounts.

• Strong coaching instinct, able to develop early career CSMs and experienced team members alike through structured feedback and career conversations.

• Comfortable working cross-functionally with Account Management, Support, Implementation, and Product to drive aligned customer outcomes.

• Based in Cork, Ireland with ability to work in a hybrid model from the Cork office.

• Champion AI-Powered Customer Success, drive the adoption of AI and agentic AI capabilities across the CS organization, including intelligent automation within Customer Success platforms (e.g., ChurnZero) and enterprise AI tools (e.g., Claude). Identify and implement AI-driven workflows that improve CSM efficiency, proactive customer engagement, and scalable value delivery.

Preferred:

• Experience building or contributing to the design of a pooled or scaled Customer Success motion.

• Proficiency in German (spoken and written), a meaningful advantage given Canto's EMEA customer base.

• Experience with CS platforms such as ChurnZero, Salesforce, Pendo, or Zendesk.

• Experience leveraging AI and agentic AI capabilities within Customer Success platforms (e.g., ChurnZero) and/or enterprise LLM tools (e.g., Claude, ChatGPT Enterprise) to drive team productivity, automate customer engagement workflows, and deliver insights at scale.

• Familiarity with DAM, MarTech, or broader digital content ecosystems.

Skills and Competencies:

• Experience with Customer Success platforms (e.g., ChurnZero, Gainsight, Vitally), including use of AI and automation features within those platforms.

• Familiarity with enterprise LLM tools (e.g., Claude, ChatGPT Enterprise) and emerging agentic AI workflows relevant to customer success and post-sales operations.

• Experience with CRM systems (e.g., Salesforce), Conversation Intelligence platforms (e.g., Gong), and Scheduling platforms (e.g., Calendly or Chilipiper).

• Proficient in using data visualization and reporting tools (e.g., Excel, Tableau, Power BI) to track performance and present insights.

• Clear, data-literate communicator, able to translate customer health signals and retention metrics into team priorities and coaching opportunities.

• Emotionally intelligent, experienced building strong relationships, earning trust quickly, and handling sensitive customer and team conversations with professionalism and care.