Senior Client Success Manager - EMEA

About Oversight

Oversight is the world's leading provider of AI-powered spend management and risk mitigation solutions for large enterprises. Oversight works with many of the world's most innovative companies and government agencies to digitally transform spend audit and financial control processes.

Oversight's AI-powered platform works across customers' financial systems to continuously monitor and analyze spend transactions for fraud, waste, and misuse. With a consolidated, consistent view of risk across the enterprise, customers can prevent financial loss, optimize spending, and strengthen financial controls and compliance.

Position Overview: Job Purpose 

The Senior Client Success Manager – EMEA (CSM) owns client relationships and is responsible for retention, adoption, achieving client goals, and optimization of overall client processes. This is a proactive role that requires an understanding of our clients’ organization, processes, and needs to derive the most value from Oversight. This position is responsible for facilitating the client journey, renewal lifecycle, and ongoing alignment with client outcomes. The role also serves to highlight client trends within Oversight, liaising with Implementation, Delivery, Product, Finance and Support, as applicable.  

Responsibilities

Customer Success Strategy

• Manage and maintain strategic, proactive relationships with assigned clients across the EMEA Region.
• Prioritize required activities and recalibrate as needed.
• Achieve gross & net retention goals.
• Serve as liaison between client and relevant stakeholders: Internal, external & partner

Strategic Account & Relationship Management

• Proactively identify and mitigate risk while maximizing client ROI/value realization.
• Solidify ongoing success by shepherding through the Client Journey.
• Proven experience working with clients sold by Direct and Partner approaches. t 
• Capture client’s strategic-level goals and provide necessary results required for value realization.
• Appropriately communicate and maintain accurate records & understanding of account status, client data and overall health.
• Identify and validate expansion opportunities to support organizational growth objectives.
• Uncover, establish, and maintain relationship with true Decision Maker & Program Owner
• Effectively build and maintain relationships with all three Oversight client personas (Decision maker, Team Leader & End User).

Customer Engagement & Advocacy

• Effectively articulate value-forward product solutions to achieve business objectives.

• Effectively lead client meetings, present data & highlight value to facilitate progress, both virtually and in-person.

• Serve as client advocate & trusted advisor, providing guidance, best practice coaching and creative thought leadership.

• Provide training & relevant resources by leading webinars, Client Success Office Hours, and shared ownership of Success Inbox.

• Create improvement initiatives, including client-facing deliverables & work products, training materials, value-reporting, and other necessary documentation.

• Uphold standard business practices, including effective written and verbal communication, as well as professional meeting etiquette (ex/pre-meeting preparation, agenda, follow up communication, etc.).

Oversight Product Expertise

• Expert application of Product knowledge & ability to articulate Oversight Product, modules & feature functionality.

• Maintain up to date knowledge of Product functionality & upcoming releases to increase Product adoption.

• Convey client needs and product enhancement ideas to Product Team.

Data Analysis & Reporting

• Cross-reference usage reports, heath metrics, and system data to proactively discern risk and actionable next steps.

• Leverage comparative analysis to identify gaps, focus areas, or opportunities.

Risk Management & Escalation Resolution

• Effectively assess individual or collective risk factors and enact necessary escalation protocols.

• Actively communicate with immediate leadership and carry out recommended next steps.

• Proactively strategize and develop creative, adaptive solutions to overcome obstacles and mitigate churn risk.

• Swiftly take action to reach comprehensive resolution.

Cross-Functional Collaboration

• Collaborate and maintain a positive relationship with all Oversight Departments.
• Effectively communicate to achieve progress with Sales, Client Services, Product Management, Technical Development/Engineering, Marketing, Finance, and ELT teams to ensure a unified and positive client experience. 
• Represent the voice of the client and advocate for their needs within the organization. 
• Independently adhere to departmental protocol & processes.
• Assist with mentoring & training team members.

Role-Specific Expectations

Customer Journey Management

• Successfully guide customers through the Oversight Success Journey and associated milestones.
• Own strategic alignment discussions and customer success planning.
• Deliver early value during onboarding and implementation phases.
• Regularly align with customer leadership teams to ensure progress against business goals.

Adoption & Value Realization

• Provide consultative guidance and best practice recommendations.
• Conduct regular customer meetings and business reviews.
• Lead configuration optimization and adoption-focused engagements.
• Measure and communicate realized business value and ROI.

Scaled Customer Success Programs

• Participate in shared Customer Success operations and customer support initiatives.
• Lead customer office hours, webinars, release briefings, and customer events.
• Contribute to customer education and community-building activities.

Qualifications and Skills

• Candidate must be located in EMEA.
• 8+ yrs. Experience in SaaS Client Success role (exclusive of Account Management experience), responsible for achieving net & gross retention goals.
• Experience leading & executing Strategic-level, global client engagement and effectively driving successful outcomes.
• Intermediate functional understanding of SLDC and systems management; conceptual understanding of connectivity of multiple systems and data workflows.
• Familiarity with Microsoft Suite (Excel, Word, PowerPoint, Outlook, Teams) experience required.
• Familiarity with AI technologies such as ChatGPT, Rovo, Claude, CoPilot, NotebookLM and/or equivalent. Ability to demonstrate usage within prior role(s).
• Experience illustrating Clients’ ROI alongside progressive success journey required.
• Proven ability to manage high-level volume of clients and level of engagement with minimal oversight; effectively prioritize multiple, sometimes competing, workstreams with little to no guidance.
• Thrive in application of previous learnings and feedback to emerging challenges.
• Personal accountability and organization are essential.
• Eager to apply structure and bring complex scenarios to resolution.
• Excellent communication skills, written and verbal.
• Willingness to ‘roll up the sleeves’ to review, analyze and assess data.
• Approach with client empathy & execute with professional responsiveness.
• Executive presence & presentation capabilities with the ability to adapt to audience in real time.
• Available and willing to travel up to 30% for client and company activities; track billable and non-billable time and expenses.
• Candidate must be fully committed to conducting business with the utmost integrity and in full compliance with policies, procedures, and legal requirements.