Customer Success Manager - EMEA
Confirmed on the employer's own hiring board on Oct 27, 2026. First seen by Alion on May 7, 2026.
About Upciti
Upciti develops SaaS, IoT, and Computer Vision solutions that help local authorities and urban stakeholders better understand, manage, and transform the use of public space, including mobility, parking, traffic flows, and public space occupancy.
The EMEA Commercial Team is responsible for growing and retaining Upciti OS's portfolio of public sector clients across 17 countries. It bridges the gap between the commercial phase and operational deployment, and directly contributes to recurring revenue growth through client retention and upselling.
After closing, the EMEA CSM becomes the client's primary point of contact and takes full ownership of the post-sale relationship. They lead onboarding, drive platform adoption and satisfaction, secure renewals, and independently manage upsell and portfolio growth opportunities across a multicultural international territory.
Your responsibilities
Client onboarding & deployment
Get involved during the final stages of closing to ensure a smooth handover from the Account Executive
Lead the kickoff meeting with the project team and client stakeholders (sizing plan review, installation schedule, dashboard access setup)
Coordinate access provisioning and hardware deployment follow-up with the project team
Deliver dashboard training to all end users and client-side stakeholders
Portfolio development & growth
Run structured, regular check-ins (weekly, then bi-weekly, then monthly as the account matures)
Lead the 90-day Executive Business Review (EBR) with the client's leadership team
Independently identify and drive upsell opportunities (new use cases, geographic expansion, additional sensors)
Spot churn risks early and put corrective action plans in place
Cross-functional coordination & continuous improvement
Act as the bridge between the client and internal teams (product, tech, commercial, project)
Feed client feedback to the product team and take part in monthly product meetings
Contribute to building and improving Customer Success processes for the EMEA scope
Your profile
Hardskills
Managing a client portfolio in an international and multicultural context
Running upsell and cross-sell independently
Leading executive-level meetings (kickoffs, EBRs, performance reviews)
Delivering product training and onboarding sessions
Monitoring adoption metrics and building client-facing reports
Nice to have:
Proficiency with CRM tools (HubSpot or equivalent)
Soft skills
Strong client-service orientation and drive for satisfaction
Proactive and able to anticipate client needs
Entrepreneurial spirit: comfortable building a role from scratch in a startup environment
Cross-cultural adaptability (clients across the Middle East, Southern Europe, Northern Europe)
Genuine appetite for field travel
Outstanding relationship-building skills; ability to become the trusted single point of contact post-sale
Comfortable engaging with senior stakeholders (decision-makers, executives)
Nice to have:
Ability to make technical topics (hardware and SaaS) accessible to non-technical audiences
Experience
Mid to senior profile: 3 to 5 years in Account Management or Customer Success with upsell and account growth
Natural account manager: core expertise in customer relationships and growing an existing portfolio, not in new business hunting
Startup or scale-up experience (autonomy, building a role, fast-moving environment)
Has previously helped build or structure a CS team or department from scratch
Fluent to bilingual English - primary working language / French speaker
Nice to have:
Background in Account Management in a GovTech, mobility, IoT or B2B SaaS environment
Additional EMEA language (Arabic, Spanish, Italian, Dutch)