Customer Success Manager - EMEA

Job description

We are a growing SaaS start-up with an international team, operating on the intersection between two of the world's most fascinating industries - global shipping and global travel. Over 90% of global trade depends on ships, and the shipping industry depends on the 2 million seafarers who operate them. What most people don't know is there's a complex, mission-critical travel operation going on 24/7 to bring seafarers to the ships where they're needed, when they're needed. That's called crew logistics, and without it, global trade wouldn't function. But it's an operation often built on manual processes and legacy systems, meaning high-stress for operators, an unreliable experience for seafarers, and poor outcomes for the industry. That is until Tilla enters the scene. Backed by strong investor support, with more than 10,000 crew changes executed in the platform each year across over 600 vessels globally, our platform is a game changer in crew logistics, streamlining collaboration between operators and seafarers, making crew operations more humane, efficient, and cost-effective. Join us on the next chapter of our growth journey and tackle this overlooked yet critical global challenge: every crew change, optimized and digital. ## **Your mission** As Customer Success Manager EMEA, you'll partner with our growing portfolio of European maritime customers. You’ll lead new pilot onboardings, drive lasting adoption, and turn each account into a measurable success story. This is a role designed to grow with you, increasingly taking the lead as our EMEA portfolio scales. **🎨 Own a portfolio of EMEA accounts end-to-end and protect the customer experience as we scale** - Manage a portfolio of EMEA accounts from kick-off through renewal, holding the relationship across every touchpoint - Build and maintain account plans with clearly documented baselines and success metrics for each customer - Run QBRs and ROI reviews that translate platform usage into outcomes our customers genuinely care about - Collaborate closely with Support to resolve issues fast and protect customer health scores **🧭 Lead our new EMEA pilots from day one and convert them into long-term customers** - Lead pilot onboardings across new EMEA regions (Greece, the Nordics, and others) from the very first day of go-live - Manage the pilot-to-full conversion journey, spotting expansion moments and bringing them home commercially - Partner with our Analytics function to turn raw usage data into client-ready narratives and decks - Travel to client meetings across EMEA **📣 Help shape how Customer Success runs at Tilla as we scale into a regional team** - Set the bar for how we run Customer Success in EMEA. Your account plans, QBRs, and post-mortems become a model for others - Feed into process improvement initiatives that help the CS function scale alongside the portfolio - Track and report on account performance with a commercial lens, surfacing upsell and expansion opportunities - Grow into a senior voice on the team — with room to step into a regional CS leadership role for EMEA as scope opens up ### **You should have** - 4+ years in a CSM or account management role within a B2B SaaS or tech startup, ideally with exposure to maritime, logistics, or another complex operational sector - A track record of owning customer relationships end-to-end — from onboarding through QBRs, ROI reviews, and renewals - Experience leading new customer onboardings or pilot programmes, including driving adoption and converting pilots to full go-live - Comfort working with data to tell client-facing stories — synthesising analytics outputs into narratives and decks for non-technical audiences - Strong commercial instincts for upsell and expansion conversations as part of CS (you don't need to be a salesperson, but commercial conversations shouldn't faze you) - Customer relationship management and operational rigour at scale — multiple accounts, no dropped balls - Clear, structured communication with operational and non-tech stakeholders - Cross-functional collaboration with Support, Analytics, Product, and beyond - High personal energy paired with the process discipline to keep a growing portfolio in great health — genuinely warm with customers, fun to work with, and never the person who drops the ball - Experience or interest in **early-stage** or **growth-stage** startups — Tilla's pace and mentality are essential to the fit - Fluency in English. - Other European languages (especially Greek) are a plus - Location: Greece preferred, but we're open to candidates based across Europe/EMEA for the right profile. Travel within Europe is expected regardless of base **Why Join Us?** - Tackle a unique industry challenge with global impact - Be part of an international, mission-oriented, supportive and fun team - Do your best work, with leading-edge AI tools for all team members - Benefit from support and budget for your learning and development *We believe that employing a diverse workforce is central to our success at Tilla. We make hiring decisions based on your experience and skills. Therefore, we welcome applications from all members of society, regardless of age, gender, disability, sexual orientation, race, religion or belief.*