Customer Success Manager - EMEA

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)