Customer Success Manager (EMEA Mid-Market)

EMEA | Customer Success | Full-time | Fully remote

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At Tempo we’re on a mission to help teams build better, together. We are creators of top-selling Atlassian Marketplace apps, supporting more than 29,000 customers, including a third of the Fortune 500 companies, and working with hundreds of Solutions Partners globally. Our solutions help customers orchestrate creation and delivery, so their teams can focus and optimize around their highest priorities. In 2020 and in 2021 we were named Top Atlassian Vendor and we continue to be one of the highest ranked and most heavily used solutions out there.

Our product suite has grown from our popular time-tracking solution, which launched in Iceland in 2009, to resource & capacity planning, project cost tracking, project & program management, and strategic roadmapping. In 2021, Tempo acquired Roadmunk, a roadmapping solution popular with product management teams, and ALM Works, creators of the Structure for Jira suite that delights project and program managers around the world. At the beginning of 2023 Tempo expanded its Strategic Portfolio Management (SPM) suite to include LiquidPlanner’s capacity planning platform and Old Street Solutions (maker of Custom Charts).

We envision a world where everyone inside an organization works in harmony on the most impactful opportunities aligned with their mission. 

 

About The Job

 

As a Mid-Market Customer Success Manager, you will own direct customer relationships, lead partner communications and offer a best-in-class customer journey from on-boarding to renewal for our mid-market customers. You will own a large portfolio of accounts ranging in size, product selection and Tenure with Tempo, and you will work with the broader Mid-Market team to support the retention, renewal and expansion of all accounts. 

 

At Tempo, we are passionate about taking a consultative approach to our customer relationships and empowering all of our customers and partners to optimize their strategic portfolio of initiatives to drive critical business outcomes using all Tempo group applications across ecosystems. We are excited to continue to expand our team with this role to support our growing Mid-Market team!



What you'll do: 

  • Help drive the development and implementation of our Mid-Market GTM Customer and Channel Partner strategy, e.g. success plans, QBRs, renewal forecasting and identification of key expansion opportunities.

  • Create value engagement frameworks, interpreting customer’s company/financial performance and other relevant sources as an input.

  • Work closely with the Enterprise team to establish business objectives and goals with Channel Partners and direct customers in order to build measurable success plans, and set cadence of communication to deliver ROI and operational reviews.

  • Develop new and innovative data insights that support our customers and partners in their journey to achieving their success metrics.

  • Drive greater customer engagement across complex, global accounts by applying data insights, product and industry expertise. 

  • Identify expansion opportunities in collaboration with the Mid-Market Expansion Sales team. 

  • Support complex product implementations, tying back to customer objectives and success criteria, ensuring user adoption at scale. 

  • Act as a change agent for internal (systems & process) and external (product & workflow) change management.

  • Cultivate key stakeholder relationships to drive advocacy and expansion within existing accounts.  

  • Evaluating the status of customers’ health and proposing holistic, multi-product solutions for different use cases.

  • Maintaining high levels of customer engagement and satisfaction within both product and Tempo communication which lead to account reference-ability, advocacy & loyalty.

  • Be the “voice of customer” and work with product management to translate business needs to product requirements and craft new solutions for customers.

  • Working closely with internal resources on escalation and resolution processes for critical customer issues.

  • Strengthening the customer-centric culture at Tempo.

 

 

 

Requirements:

  • 3+ years experience in B2B SaaS within Customer Success, Account Management, and/or Management Consulting. 

  • Experience overseeing $3M+ ARR book of business including direct responsibility for customer churn, product usage/utilization, renewal, health, and satisfaction.

  • Has managed requests for proposals (RFP) for 1000+ user accounts including working with direct sales and implementation teams  

  • Has a consultative mindset that enables you to easily diagnose issues and prescribe solutions.

  • Is a self-motivated, data-driven, proactive team player with innovative ideas to inspire client loyalty and adoption.

  • Has strong interpersonal skills and experience initiating and building strong relationships and trust throughout an organization including with Executive sponsors.

  • Loves teamwork and working as part of a strategic account team to build a world-class, enterprise-level global customer experience together.

  • Embraces the use of dashboards and reporting to manage performance against KPI goals.

  • Experience with workforce planning and management systems such as Jira, Asana, Monday, and other productivity tool is a plus.

  • Experience supporting Channel Partner relationships and managing large global customers of 50K+ employees is a plus.

  • Has experience with Salesforce, Hubspot, and/or other CRM tools.

  • Prefers working in Agile environments with a good understanding of SaaS models.

 

Come join us as we continuously innovate our industry-leading products and expand to new ecosystems. We are looking for exceptional candidates who will bring their unique perspectives to our global teams.

At Tempo Software, we are proud to be an equal opportunity employer and are committed to creating an inclusive culture. As such all qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.