Customer Success Manager

Customer Success Manager

We are looking for a motivated Customer Success Manager to join our growing commercial team in the EMEA region. This role is ideal for someone who enjoys building relationships, identifying new business opportunities, and helping clients achieve their goals through our solutions. You will work closely with the Sales, Professional Services, and Product teams to optimise customer retention, satisfaction, and drive upsell and cross-sell initiatives across key accounts.

Our Aviation group delivers mission-critical software solutions that empower airlines, airports, and aviation service providers to operate efficiently and safely. From maintenance planning and flight operations to compliance and resource management, our products enable customers to optimize performance, reduce costs, and ensure regulatory compliance.

As part of a global network of specialized software companies, our aviation teams operate with entrepreneurial agility while benefiting from shared expertise, innovation, and best practices across the wider Valsoft group.

TAG Software Group is a team of experienced investors and operators dedicated to acquiring, enhancing, and growing mission-critical software companies serving SMB, enterprise, and public sector customers. Founded as part of a permanent home for software companies, we don't buy to sell. Our focus is on long-term partnerships that protect your legacy, employees, and customers.

Our in-house team delivers an efficient, transparent, and seller-friendly process, ensuring speed and certainty of close. Once part of TAG, your company gains access to proven best practices, dedicated value-creation resources, and the extended ecosystem of our sister companies, including proprietary in-house technology including and — helping your business reach the next level.

Key Responsibilities

Customer Relationship Management:

• Serve as the primary point of contact and trusted advisor for assigned customers.
• Develop strong, long-term customer relationships at both operational and executive levels.
• Conduct regular business reviews to monitor adoption, performance, and value realisation.

Customer Retention & Success Metrics:

• Drive high customer satisfaction and NPS performance across the portfolio.
• Ensure timely renewals and proactively mitigate risks to retention.
• Monitor customer health scores and take strategic actions to improve engagement.

Revenue Growth (Cross-Sell & Upsell):

• Identify opportunities for value expansion within existing accounts.
• Collaborate with Sales teams to propose relevant solutions and services.
• Meet and exceed assigned revenue expansion targets.

Product & Business Understanding:

• Build deep expertise in our products and how customers use them.
• Understand customer workflows, operational challenges, and business objectives.

Future Product Responsibilities:

• Gather customer requirements and translate them into structured PRD documentation.
• Work closely with Product Managers and Development teams to prioritise and implement enhancements.
• Act as the customer advocate internally — ensuring product decisions reflect real-world needs.

Operational Excellence:

• Manage onboarding, training, and adoption programs for new customers or product expansions.
• Track KPIs (usage, adoption, NPS, renewal performance, revenue expansion).
• Maintain accurate customer records in CRM and CS tools.

Cross-Functional Collaboration:

• Work closely with Support, Product, Sales, and Engineering teams to resolve issues and deliver a seamless customer experience.
• Communicate customer insights, trends, and risks to leadership.

Qualifications

• Bachelor's degree in Business, Marketing, or a related field (or equivalent practical experience).
• 5+ years of experience in customer success or account management.
• Strong communication and presentation skills.
• Confidence in engaging with clients across multiple channels (phone, email, events, virtual meetings).
• Experience with CRM systems (e.g., HubSpot).
• Highly organized with a strong attention to detail and a proactive mindset.
• Fluent in English (additional European languages are an asset).

Preferred Qualifications

• Experience in a software or SaaS environment.
• Familiarity with sales in technical or operational environments.
• Willingness to travel within the EMEA region for client visits or events.
• Team-oriented, ambitious, and eager to grow within an international organization.

Benefits

• Competitive base salary.
• Bonus structure.
• Fully remote.
• Professional development and international career growth opportunities.
• Supportive and dynamic work culture.
• Work with modern technology in a collaborative team environment.