Why this role exists
JustCall is looking for a Customer Success Manager to own a portfolio of SMB and Mid-Market customers across EMEA. You will drive product and AI adoption, retention, renewals, and expansion by becoming a strategic advisor, helping customers realize measurable business value through the JustCall platform and its AI capabilities.
What you'll do
- Own a book of business and manage the customer lifecycle from onboarding through renewal.
- Build trusted relationships with business and executive stakeholders.
- Drive adoption of core platform and AI features through Success Plans, EBRs, enablement, and value realization.
- Help customers identify AI use cases that improve productivity, automation, and customer experience.
- Monitor customer health, usage, and AI adoption to proactively mitigate risks and improve outcomes.
- Partner with Sales, Support, Product, and Engineering to resolve challenges and advocate for customer needs.
- Identify expansion opportunities, including AI products and premium capabilities, working closely with Account Executives.
- Maintain CRM hygiene, customer health scores, renewal forecasts, and account plans.
- Act as the voice of the customer by sharing feedback that influences product improvements.
What we're looking for
- 3–5 years of experience in B2B SaaS Customer Success, Account Management, or a customer-facing role.
- Experience managing SMB or Mid-Market customers with ownership of adoption, retention, renewals, and growth.
- Strong executive stakeholder management and consultative communication skills.
- Proven ability to drive product adoption, customer outcomes, and commercial growth.
- Interest in AI and the ability to help customers adopt AI-driven workflows and automation.
- Strong analytical skills with experience using CRM and Customer Success platforms (Salesforce, HubSpot, Gainsight, Vitally, Planhat, or similar).
- Experience supporting customers across EMEA or global markets.
Edges that help
- Experience with CCaaS, telephony, conversational AI, or CX SaaS platforms.
- Experience with AI-powered SaaS products, automation, or conversation intelligence.
- Experience leading renewals, upsells, cross-sells, and AI adoption initiatives.
- Experience in a high-growth, product-led SaaS environment.
How we work
- Outcomes over activity. We measure success through GRR, NRR, AI feature adoption, customer health, renewals, and expansion not by the number of meetings held.
- High ownership from day one. You'll help customers unlock the full value of AI while shaping how Customer Success scales at JustCall.
