Scaled Customer Success Manager (EMEA & APAC)

What youll be doing

• Owning a portfolio of 100 B2B customers across EMEA & APAC within our Scaled segment;
• Helping customers realize value from their Sana Commerce investment and translate that into stronger business outcomes;
• Fully owning commercial KPIs across your portfolio with clear responsibility for retention and upsell performance;
• Monitoring retention and expansion signals and turning those insights into timely targeted actions;
• Identifying churn risks early and taking proactive steps to mitigate them;
• Identifying managing and driving upsell opportunities to close across your portfolio;
• Running scalable engagement motions to keep customers nurtured activated and progressing toward stronger adoption and value realization;
• Working closely with Customer Marketing to deliver relevant lifecycle campaigns and nurture programs;
• Partnering with GTM Ops to improve data quality workflows and signal-based execution;
• Using tools such as Fireflies Outreach and Clay to drive scalable personalized engagement across a large portfolio;
• Helping define and improve the operating model processes playbooks and cadences for this new segment;
• Sharing customer insights internally to improve the customer journey and strengthen how Sana serves this segment.

Qualifications :

What youll bring

• 15 years of relevant commercial experience ideally in SaaS or B2B software (e.g. Customer Success Business Development Sales Development Account Management or similar customer-facing roles);
• Experience owning commercial outcomes such as retention upsell pipeline generation or customer growth;
• Experience managing a larger portfolio of customers or leads ideally in a scaled low-touch or high-volume environment;
• Strong commercial mindset with the ability to turn signals into action;
• Ability to connect customer goals and business outcomes to retention and growth opportunities;
• Confidence working with customer data health signals segmentation and workflow-based execution;
• Strong written and verbal communication skills in English; Dutch German or French are a plus;
• Comfortable working across regions functions and time zones;
• Proactive structured and resourceful way of working;
• Curiosity for tools automation and experimentation; experience with Outreach Clay CRM systems or similar platforms is a strong plus;
• Excited about buildingenjoys shaping processes testing new approaches and helping lay the foundation for a growing team.

Additional Information :

Who we are

So what does it mean to be a part of the Sana Commerce team

At Sana Commerce our values guide how we work collaborate and drive success.

• Champions of Our League. We deliver lasting success balancing quick wins and long-term value. We take pride in our unique product and extensive B2B knowledge and continuously strive to improve. No matter our role we bring value every day helping our customers and partners succeed.
• Supercharge Our Customers. Were revolutionizing B2B commerce together helping our customers to lead and succeed. Our customers are at the heart of everything we do. We go beyond solutions providing the tools and support they need to grow.
• Determined to Grow. We embrace challenges growing and raising the bar for ourselves and our industry. We take on challenges seek feedback and keep learning. Every setback is a chance to improve and move forward.
• Bold Together. We dare to be bold because we have each others back. We collaborate across teams and time zones challenge the status quo and support each other to achieve the best outcomes.

Job descriptions can be tough to interpret. Even if you may not tick all the boxes we strongly encourage you to apply if you still feel like you are a great match for this role. Apply now!

#LI-Hybrid

Remote Work :

No

Employment Type :

Full-time