Customer Success Manager

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.