Customer Success Manager EMEA

Join Appear as our first Customer Success Manager in the UK and be the driving force behind customer outcomes, retention, and growth in a company transforming how the world watches live events.

Your Responsibilities

• Execute the Customer Success programme using defined playbooks, cadences, and workflows
• Support local teams through all phases of the customer success programme
• Ensure a consistent and high‑quality customer journey across the EMEA region
• Feed regional insights back to improve global CS frameworks and tooling
• Manage a portfolio of customers, driving adoption, value realisation, and long‑term retention
• Establish and maintain regular engagement cadences – QBRs, check‑ins, and tailored success plans in collaboration with Account owners
• Monitor customer health proactively and address risks before they escalation
• Identify expansion opportunities in close collaboration with the Commercial team
• Ensure correct data and usage in support and customer success tooling
• Maintain accurate customer data and activity tracking across systems
• Collaborate with support and customer success teams to ensure smooth case handling and escalation
• Identify process gaps and contribute improvements to global operations

Must‑Have Experience

• Experience driving customer relations and lifecycle in a structured way
• Comfortable working with CRM, CSM or support systems (e.g., Zendesk, Salesforce) and committed to data quality
• Strong ability to collaborate across support, sales, and product teams in a matrix environment
• Commercial mindset – able to identify risks and opportunities within a customer portfolio

Nice to Have

• Background in technical B2B environments (hardware/software products)
• Exposure to support operations or service delivery functions
• Experience in a newly established or scaling CS function
• Experience from working in a matrix organisation
• Familiarity with EMEA/UK market dynamics

What Does Success Look Like?

In this role, you will be measured on outcomes that matter: high customer engagement across your portfolio, strong retention rates, positive customer satisfaction (CSAT/NPS), and clear visibility of customer health and risks. We also expect you to be a reliable contributor to process improvement – surfacing feedback that helps Appear get better at serving its customers globally.

Why Appear?

• Be part of an industry‑leading company trusted by the world’s largest broadcasters, sports leagues, and content creators
• A genuinely new role – you will have real ownership and direct impact on outcomes that matter to the business
• Close collaboration with global leadership and operations teams across Oslo, UK, and North America
• A blend of customer‑facing work and strategic influence – not just account management, but programme shaping
• Hybrid working policy and flexible hours to support work‑life balance
• Travel and medical insurance coverage
• Full salary during parental leave
• Defined contribution pension plan
• Vibrant social culture with regular team events, sponsored communities, and informal after‑works

Practical Information

• Location: UK (preferably), with some travel across Europe for customer meetings and alignment with HQ
• Language requirements: Excellent spoken and written English required. Preferably professionally proficient in a second language, e.g., French, German, Spanish
• Application deadline: We consider applicants on a rolling basis – apply early
• Education: Bachelor’s degree (Business, Engineering or similar) preferred; experience is more important than formal qualifications

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