{"id":505580,"url":"https://alion.io/job/oversight-senior-client-success-manager-emea","title":"Senior Client Success Manager - EMEA","company":{"id":178057,"name":"Oversight","domain":"oversight.com","url":"https://alion.io/company/oversight-2","size_band":"5000+","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"ADP","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":8,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ChatGPT","optional":false},{"name":"Claude","optional":false},{"name":"Copilot","optional":false},{"name":"Outlook","optional":false}],"status":"live","first_seen_at":"2026-06-23T12:42:00Z","employer_posted_date":"2026-06-23","last_verified_at":"2026-10-28T11:48:12Z","board_verified":true,"closed_at":null,"days_open":126,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":126},"description":"About Oversight\nOversight is the world's leading provider of AI-powered spend management and risk mitigation solutions for large enterprises. Oversight works with many of the world's most innovative companies and government agencies to digitally transform spend audit and financial control processes.\nOversight's AI-powered platform works across customers' financial systems to continuously monitor and analyze spend transactions for fraud, waste, and misuse. With a consolidated, consistent view of risk across the enterprise, customers can prevent financial loss, optimize spending, and strengthen financial controls and compliance.\nPosition Overview: Job Purpose\nThe Senior Client Success Manager - EMEA (CSM) owns client relationships and is responsible for retention, adoption, achieving client goals, and optimization of overall client processes. This is a proactive role that requires an understanding of our clients’ organization, processes, and needs to derive the most value from Oversight. This position is responsible for facilitating the client journey, renewal lifecycle, and ongoing alignment with client outcomes. The role also serves to highlight client trends within Oversight, liaising with Implementation, Delivery, Product, Finance and Support, as applicable.\nResponsibilities\nCustomer Success Strategy\nManage and maintain strategic, proactive relationships with assigned clients across the EMEA Region.\nPrioritize required activities and recalibrate as needed.\nAchieve gross & net retention goals.\nServe as liaison between client and relevant stakeholders: Internal, external & partner\nStrategic Account & Relationship Management\nProactively identify and mitigate risk while maximizing client ROI/value realization.\nSolidify ongoing success by shepherding through the Client Journey.\nProven experience working with clients sold by Direct and Partner approaches. t \nCapture client’s strategic-level goals and provide necessary results required for value realization.\nAppropriately communicate and maintain accurate records & understanding of account status, client data and overall health.\nIdentify and validate expansion opportunities to support organizational growth objectives.\nUncover, establish, and maintain relationship with true Decision Maker & Program Owner\nEffectively build and maintain relationships with all three Oversight client personas (Decision maker, Team Leader & End User).\nCustomer Engagement & Advocacy\nEffectively articulate value-forward product solutions to achieve business objectives.\n\nEffectively lead client meetings, present data & highlight value to facilitate progress, both virtually and in-person.\n\nServe as client advocate & trusted advisor, providing guidance, best practice coaching and creative thought leadership.\n\nProvide training & relevant resources by leading webinars, Client Success Office Hours, and shared ownership of Success Inbox.\n\nCreate improvement initiatives, including client-facing deliverables & work products, training materials, value-reporting, and other necessary documentation.\n\nUphold standard business practices, including effective written and verbal communication, as well as professional meeting etiquette (ex/pre-meeting preparation, agenda, follow up communication, etc.).\n\nOversight Product Expertise\nExpert application of Product knowledge & ability to articulate Oversight Product, modules & feature functionality.\n\nMaintain up to date knowledge of Product functionality & upcoming releases to increase Product adoption.\n\nConvey client needs and product enhancement ideas to Product Team.\n\nData Analysis & Reporting\nCross-reference usage reports, heath metrics, and system data to proactively discern risk and actionable next steps.\n\nLeverage comparative analysis to identify gaps, focus areas, or opportunities.\n\nRisk Management & Escalation Resolution\nEffectively assess individual or collective risk factors and enact necessary escalation protocols.\n\nActively communicate with immediate leadership and carry out recommended next steps.\n\nProactively strategize and develop creative, adaptive solutions to overcome obstacles and mitigate churn risk.\n\nSwiftly take action to reach comprehensive resolution.\n\nCross-Functional Collaboration\nCollaborate and maintain a positive relationship with all Oversight Departments.\nEffectively communicate to achieve progress with Sales, Client Services, Product Management, Technical Development/Engineering, Marketing, Finance, and ELT teams to ensure a unified and positive client experience. \nRepresent the voice of the client and advocate for their needs within the organization. \nIndependently adhere to departmental protocol & processes.\nAssist with mentoring & training team members.\nRole-Specific Expectations\nCustomer Journey Management\nSuccessfully guide customers through the Oversight Success Journey and associated milestones.\nOwn strategic alignment discussions and customer success planning.\nDeliver early value during onboarding and implementation phases.\nRegularly align with customer leadership teams to ensure progress against business goals.\n\nAdoption & Value Realization\nProvide consultative guidance and best practice recommendations.\nConduct regular customer meetings and business reviews.\nLead configuration optimization and adoption-focused engagements.\nMeasure and communicate realized business value and ROI.\n\nScaled Customer Success Programs\nParticipate in shared Customer Success operations and customer support initiatives.\nLead customer office hours, webinars, release briefings, and customer events.\nContribute to customer education and community-building activities.\nQualifications and Skills\nCandidate must be located in EMEA.\n8+ yrs. Experience in SaaS Client Success role (exclusive of Account Management experience), responsible for achieving net & gross retention goals.\nExperience leading & executing Strategic-level, global client engagement and effectively driving successful outcomes.\nIntermediate functional understanding of SLDC and systems management; conceptual understanding of connectivity of multiple systems and data workflows.\nFamiliarity with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Teams) experience required.\nFamiliarity with AI technologies such as ChatGPT, Rovo, Claude, CoPilot, NotebookLM and/or equivalent. Ability to demonstrate usage within prior role(s).\nExperience illustrating Clients’ ROI alongside progressive success journey required.\nProven ability to manage high-level volume of clients and level of engagement with minimal oversight; effectively prioritize multiple, sometimes competing, workstreams with little to no guidance.\nThrive in application of previous learnings and feedback to emerging challenges.\nPersonal accountability and organization are essential.\nEager to apply structure and bring complex scenarios to resolution.\nExcellent communication skills, written and verbal.\nWillingness to ‘roll up the sleeves’ to review, analyze and assess data.\nApproach with client empathy & execute with professional responsiveness.\nExecutive presence & presentation capabilities with the ability to adapt to audience in real time.\nAvailable and willing to travel up to 30% for client and company activities; track billable and non-billable time and expenses.\nCandidate must be fully 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