Team Manager, Enterprise Customer Success, EMEA

Team Viewer provides a leading Digital Workplace platform that connects people with technology—enabling, improving and automating digital processes to make work work better.

Our software solutions harness the power of AI and shape the future of digitalization.

We believe that our diverse teams and strong company culture are key to the success of our products and technologies, that hundreds of millions of users around the world and around 645,000 customers across all industries rely on.

With more than 1,900 employees worldwide, we celebrate the unique perspectives and talents that each individual brings to the table and foster a dynamic work environment where new ideas thrive.

Are you ready to join our team and make an impact?

As Team Manager Customer Success Management (CSM) EMEA, you will lead a high‑performing, internationally distributed team of Customer Success Managers, ensuring that our customers realize measurable business value from our solutions.

You will combine strategic leadership with operational excellence , driving customer retention, growth, and long‑term success across the entire customer lifecycle.

Acting as a key interface between customers, internal stakeholders, and senior management, you will play a critical role in shaping and scaling our Customer Success organization across the EMEA region.

Responsibilities

• Lead, coach, and develop a distributed team of Customer Success Managers across EMEA
• Ensure excellent customer experience throughout the entire lifecycle (onboarding, adoption, value realization, renewal)
• Drive customer retention and expansion through data‑driven decision‑making and clear prioritization
• Proactively manage complex customer situations and handle escalations in a professional and structured manner
• Collaborate closely with Sales, Product, Support, and other internal stakeholders to deliver optimal customer outcomes
• Develop and scale Customer Success processes, playbooks, and best practices
• Ensure high forecast accuracy and transparency across the portfolio
• Represent the voice of the customer internally and influence strategic decisions

Requirements

• You demonstrate strong resilience and handle unexpected situations and challenges in a structured, professional, and solution‑oriented way
• Proven experience leading and working with virtual and geographically distributed teams
• Willingness to travel mainly within the EMEA region
• Strong experience working in international and culturally diverse environments
• Hands‑on mentality combined with a pragmatic and execution‑focused mindset
• Professional and confident handling of challenging customer situations and escalations
• Strong expertise in ERP, CRM, and dedicated Customer Success tools (e. g. Salesforce, Planhat or similar)
• Deep understanding of end‑to‑end customer journey processes
• Experience interacting with senior stakeholders and executive leadership
• Proven track record in mentoring, coaching, and developing team members
• Strong sense of ownership and professionalism across core CSM responsibilities:
• Onboarding
• Adoption
• Value creation
• Renewal ownership
• Identifying and driving customer growth opportunities
• Solid product development understanding to effectively categorize, prioritize, and communicate customer feedback
• Ability to understand, manage, and continuously improve the application landscape used by the team

Qualifications

• Successfully completed degree, ideally in Business Informatics, Business Economy, Business Psychology, or a comparable field
• 5+ years of experience in Customer Success, Account Management, or related customer‑facing roles, preferably in a Saa S or subscription‑based environment
• Proven leadership experience (e. g., Team Lead, mentoring, or coaching responsibilities), with the ability to develop and scale high‑performing teams
• Strong experience working across the full customer lifecycle (onboarding, adoption, value creation, renewal, expansion)
• Solid understanding of customer success metrics (e. g., churn, retention, customer health, NRR) and ability to translate insights into actions
• Strong background in operating within modern CSM platforms and system landscapes

What we offer

• Onsite Onboarding in our HQ office for an optimal start
• Great compensation and benefits packages including company achievement bonus or sales bonus and regular salary reviews
• Premiums for the private pension plan (BAV) up to the maximum amount are topped up by Team Viewer
• Public transport friendly offices
• Option to lease an e‑bike (Germany only)
• Special terms for local gyms
• Access to Corporate Benefits platform with many discounts
• Regular Team events and company‑wide celebrations
• Open door policy, no dress code rules, frequent all Hands and Leadership Lunches
• Work From Abroad Program allowing up to 40 days of work outside your contracting country
• We celebrate diversity as one of core values, join and drive one of the c‑a‑r‑e initiatives together with us!

Team Viewer is an equal opportunities employer and is committed to building an inclusive culture where everyone feels welcome and supported.

We C‑A‑R‑E and understand that our diverse, values‑driven culture makes us stronger.

As we continue to grow as a company, we also focus on enabling our employees to grow both personally and professionally.

We are proud to have an open and embracing workplace environment that will empower you to be your best no matter your gender, civil or family status, sexual orientation, religion, age, disability, education level, or race.

If you require any accommodations or adjustments during the application or hiring process, including interview or onboarding support, please reach out to your Talent Acquisition Partner, who will be happy to support you.

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