Customer Success Manager, Europe

Overview The Customer Success Manager plays a pivotal role in delivering a high-quality and consistent post-sale experience to Prosci clients. This position is responsible for client onboarding, customer coordination, relationship management, and supporting the adoption of change management services and products related to Prosci’s license and membership offerings. The specialist collaborates closely with internal teams to ensure clients achieve their objectives. Key success metrics for this role include membership and license renewal rates, minimized churn, annual recurring revenue growth, and Net Promoter Score (NPS). As a client-facing partner, the Customer Success Manager helps manage client engagements throughout the lifecycle, from onboarding through ongoing delivery and renewal readiness. Operating in a fully virtual environment, this role contributes to building trusted client relationships, monitoring client health, and supporting retention by ensuring a smooth, responsive, and well-coordinated experience. The role will also support pre-sales engagement, partnering with Sales toward the end of the sales cycle to help prospects understand what the post-sale relationship will look like. This may include joining sales calls to provide an overview of the onboarding process, customer journey, and ongoing engagement model, helping ensure a smooth transition from sales to customer success through a structured handoff process. A key responsibility of this role will be working with enterprise customers, which requires the ability to navigate complex organizations, engage with multiple stakeholders, and deliver a high-touch, white-glove customer experience. Candidates should be comfortable supporting enterprise-level engagements that often require strong coordination, strategic relationship management, and elements of project management. Driving customer retention and membership renewals within enterprise accounts will also be a critical responsibility, ensuring customers continue to realize value from Prosci’s offerings and remain engaged with the membership program. Since our founding in 1994, Prosci has been laser-focused on change. By combining our deep understanding of people with a proven methodology rooted in the creation of the ADKAR® model, we’ve helped countless people and organizations thrive. Our solutions empower customers with lasting change resiliency through a unique blend of training, advisory services, and licensing options, including Kaiya, our AI change management coach. At Prosci, we are a purpose-driven organization full of passionate, curious, and results-oriented people. Working at Prosci means being part of a dynamic team that is dedicated to our purpose of creating a world where change is done right. Join us and be part of a culture that thrives on continuous learning, growth, and making a difference. Key Responsibilities Client Engagement and Relationship Management Serve as a primary point of contact post-sale for license and membership clients Set clear expectations around timelines, roles, and next steps while maintaining positive, professional client relationships. Conduct regular check-ins and support business reviews to understand client goals, progress, and satisfaction, escalating risks or opportunities as needed. Leverage best company best practices to retain and renew Membership and Licensed software Proactive Client Support and Advocacy Act as a trusted partner to clients by providing guidance, responding to questions, and proactively identifying potential needs or concerns. Participate in client meetings and calls to share updates, support execution, and contribute to an overall positive experience for license and membership clients. Collaborate with internal teams (e.g., delivery, sales, product, and operations) to address client issues and ensure timely follow-through. Capture and share client feedback to help inform service improvements and best practices across the customer success function. Service and Solution Support Support the implementation of Prosci’s solutions by guiding clients through setup activities and early adoption milestones. Help identify and troubleshoot service or usage issues pertaining to membership and license offerings, coordinating with appropriate internal teams to drive timely resolution. Data Management and Reporting Maintain accurate and up-to-date records of client interactions, engagement levels, and satisfaction in CRM systems. Track and report on key client metrics such as usage, adoption, and engagement to support internal visibility and decision-making. Identify trends or early indicators of risk and flag them to the Director, Customer Success, with recommendations for next steps.