Customer Success Manager - EMEA

We Move Fast, Think on Our Feet, and Have Fun Doing It!

At Eleven Software, we thrive on solving complex challenges and pushing boundaries. We work at a rapid pace, embracing change, and staying laser-focused on delivering exceptional value to our customers.

We're looking for visionary problem-solvers who excel in dynamic environments, adapt quickly, and drive innovation. If you love thinking outside the box, collaborating with top tier talent, and having fun while making an impact-let's talk!

The Customer Success Manager (CSM) is responsible for building and nurturing strong, long term relationships with Eleven Software's customers and partners. This role is central to driving customer satisfaction, retention, and account growth. The CSM proactively manages customer health, identifies expansion opportunities, and mitigates churn within a SaaS and network focused environment. Success in this role requires strong technical acumen, excellent communication skills, and the ability to partner closely with internal teams to ensure customers fully realize the value of ElevenOS.

This role reports directly to the Director of Customer Success.

• Serve as the primary point of contact for a portfolio of customers throughout the entire lifecycle, ensuring a seamless and positive experience.
• Build trusted, consultative relationships by understanding customer goals and aligning ElevenOS capabilities to support those objectives.
• Monitor customer health, usage trends, and engagement metrics to proactively identify risks and take steps to prevent churn.
• Track, analyze, and act on customer satisfaction data and key performance indicators (KPIs).
• Identify opportunities to expand customer adoption of Eleven Software solutions and collaborate with Sales on upsell/cross sell opportunities.
• Lead Quarterly Business Reviews (QBRs) to showcase value, assess alignment with evolving customer needs, and uncover optimization opportunities.
• Work cross functionally with Product, Support, Engineering, Sales, and Partner Management to resolve issues, streamline service delivery, and advocate for the customer.
• Champion customer feedback, ensuring insights contribute to product enhancements, service improvements, and roadmap decisions.

This role routinely uses standard office equipment such as computers, phones, and printers. Currently, this job operates in a home office environment.

While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; talk or hear. The employee must occasionally lift or move office products and supplies, up to 20 pounds.

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

• Strong technical aptitude with experience in networking concepts, Wi Fi infrastructure, topology, or IT environments.
• 5+ years of proven experience in Customer Success, Account Management, or similar customer facing roles, with a focus on relationship management, retention, and growth.
• Exceptional communication skills, capable of presenting technical information to both technical and non technical audiences.
• Experience leading executive level conversations, including QBRs, with Director , VP , and C suite level stakeholders.
• Familiarity with the hospitality industry, MDU space, or similar service driven verticals is a plus.
• High attention to detail with strong analytical and problem solving skills.
• Ability to thrive in a fast paced environment, balancing multiple priorities across a diverse portfolio of accounts.
• Comfortable working across global time zones as needed to support customers and internal teams.
• Occasional travel for company meetings or customer onsite engagements.

• Work with global hospitality brands and innovative Wi Fi technology.
• High impact role within a growing CS organization.
• Collaborative team, meaningful customer relationships, and room for career growth.
• Mission driven company focused on elevating the guest and resident experience.