EMEA Customer Success Manager

Remote / UK (Hybrid)

About the Role

As the EMEA Customer Success Manager, you will drive product adoption, relationship health, and value realization across a dedicated portfolio of Risk Cloud® accounts. Operating as a critical member of our UK footprint, you will work autonomously with customers across EMEA time zones while collaborating closely with US leadership and cross-functional teams. This role combines hands-on GRC domain expertise, self-reliance in a distributed environment, and proactive partnership to turn our customers' risk programs into strategic business advantages.

What You’ll Do

• Manage a Book of EMEA Accounts: Own the end-to-end success and satisfaction for a portfolio of European enterprise customers, ensuring they derive continuous, measurable value from Risk Cloud.
• Drive Autonomous Account Strategy: Manage day-to-day account operations, set delivery priorities, and proactively solve customer challenges independently in a distributed, cross-time-zone working model.
• Expand Account Footprint: Identify and qualify upsell and cross-sell opportunities using the Risk Cloud Use Case Map, partnering with Sales and Solutions Engineering to expand customer maturity.
• Protect Business & Forecast Health: Monitor account risk indicators, maintain accurate churn and renewal forecasts 2–3 quarters out, and execute proactive "save" strategies when at-risk accounts are identified.
• Apply EMEA GRC Expertise: Translate European regulatory and compliance requirements—such as GDPR, NIS2, DORA, and ISO 27001—into actionable Risk Cloud configurations and workflows.
• Build Executive Presence: Establish strong, trusted relationships with key administrative users, program owners, and executive leadership across European enterprise accounts.
• Leverage Modern AI Workflows: Utilize AI tools and platform intelligence capabilities to streamline routine customer management tasks, analyze program data, and deliver tailored customer insights.
• Engage via In-Person Touchpoints: Attend scheduled customer, team, and company on-sites, and participate in local UK team co-working sessions to drive cross-functional alignment and collaboration.

What You Bring

Required

• 3–5 years of experience in Customer Success, Account Management, or enterprise client-facing roles at a B2B SaaS organization, specifically managing European accounts.
• Proven Distributed Autonomy: Strong track record of self-reliance, personal accountability, and time-management skills necessary to thrive in a remote setting.
• AI Literacy & Curiosity: Demonstrated interest and practical experience in adopting AI tools, automated workflows, and data-driven methods to elevate productivity and customer success outputs.
• Collaboration & On-Site Readiness: Willingness and ability to travel as-needed and work across global timezones for customer meetings, company on-sites, and monthly local UK co-working gatherings.
• Executive Communication: Excellent verbal, written, and presentation skills with the ability to tailor messaging from platform administrators up to C-suite executives.
• Location: Based in and legally authorized to work in the United Kingdom.

Nice to Have:

• Experience working with modern GRC platforms (Risk Cloud, AuditBoard, OneTrust, Archer, or ServiceNow GRC) as a CSM, consultant, or practitioner.
• Understanding of European enterprise business norms and regulatory frameworks (e.g., GDPR, NIS2, DORA, ISO 27001, SOC 2).
• Proficiency with CS platforms (Planhat, ChurnZero, or equivalent) and CRM tools (Salesforce).

LogicGate’s Hybrid Workplace

Our hybrid workplace allows for flexibility aligned to role responsibilities and exceptional customer delivery. Location requirements for this role can be found above.

Total Rewards

Our Total Rewards Package is designed to support you both at work and outside of it. In addition to offering competitive salary, variable compensation (bonus), equity and health and wellness benefits, we are proud to offer generous Paid Holiday, 9 Annual Bank Holidays, Summer Fridays, allowing you time to recharge and relax. We are focused on and invested in career development and learning opportunities including access to LinkedIn Learning, regular People Leader training, our internal Mentorship Program, and annual Continued Education Program.

Our Culture

At LogicGate, our culture and employee experience are grounded in our core values of Be as One, Do the Right Thing, Embrace Curiosity, Own It, Empower Customers, and Raise the Bar, which guide how we show up - for each other, our customers, and all we interact with.

We believe that the strongest teams are made up of individuals who bring their different identities, experiences, and perspectives to the table. We are committed to fostering an inclusive work environment where all employees’ differences are celebrated and everyone is encouraged to bring their authentic selves to work.

We encourage everyone to join one of our Employee Resource Groups (AAPI @ LogicGate, Pride at LogicGate, and Women in LogicGate) to participate in and contribute to conversations that foster an inclusive culture.

LogicGate also believes strongly in giving back to the communities in which we live and work. To enable our teams to give back, we offer paid volunteer hours and company-wide charitable activities supporting a variety of organizations and causes.

We are proud to have been recognized as a top workplace by Built In, Crain’s Chicago Business, the Chicago Tribune, and more. Visit our website to learn about our latest recognition.

Learn more about our culture here.

Excited about LogicGate but not familiar with GRC?

• GRC stands for Governance, Risk, and Compliance
• GRC professionals help their companies manage uncertainty, act with integrity, and stay on the right side of the law.
• The GRC market is rapidly expanding with continuous growth opportunities. The current market size was valued at $50.5 billion in 2024 and is projected to reach $104.5 billion by 2031.