Bitdefender is a cybersecurity leader delivering best-in-class threat prevention, detection, and response solutions worldwide. Guardian over millions of consumer, enterprise, and government environments, Bitdefender is one of the industry’s most trusted experts for eliminating threats, protecting privacy, digital identity and data, and enabling cyber resilience. With deep investments in research and development, Bitdefender Labs discovers hundreds of new threats each minute and validates billions of threat queries daily. The company has pioneered breakthrough innovations in antimalware, IoT security, behavioral analytics, and artificial intelligence and its technology is licensed by more than 180 of the world’s most recognized technology brands. Founded in 2001, Bitdefender has customers in 170+ countries with offices around the world. For more information, visit https://www.bitdefender.com
About the Role
Bitdefender is looking for a Team Lead, Customer Success Management (CSM) to lead and grow our EMEA Customer Success team. In this non-commercial leadership role, you'll be the driving force behind how our Customer Success Managers deliver an exceptional experience across the customer lifecycle — from onboarding through adoption, engagement, and renewal readiness.
You'll combine people leadership with operational rigor: coaching CSMs to be trusted advisors, strengthening the processes and tools that keep the team effective, and championing the voice of the customer across the business. This is a great opportunity for a customer success leader who wants to build a high-performing team and shape how EMEA delivers customer value at scale.
What You'll Do
Team Leadership & Development
- Lead, mentor, and support the EMEA & SEA CSM team, fostering a high-performance, customer-first culture.
- Conduct regular one-on-ones, performance reviews, and coaching sessions.
- Identify skill gaps and coordinate training, directly or through internal enablement resources.
- Drive consistency across processes, lifecycle touchpoints, and reporting standards.
Operational Excellence
- Oversee execution of CSM responsibilities across onboarding, engagement, and pre-renewal, in line with Bitdefender's Customer Success Framework.
- Monitor and improve adherence to internal SLAs/OLAs, response standards, and quality benchmarks.
- Ensure accurate, timely data entry and reporting in Salesforce, maintaining visibility into account health, risk, and engagement.
- Optimize CSM workflows and automation using internal tools such as Salesforce, PagerDuty, and shared resources.
Customer Advocacy & Experience
- Ensure CSMs act as trusted advisors, aligning Bitdefender's solutions to customer goals and outcomes.
- Drive proactive customer health management, early risk identification, and engagement strategies.
- Facilitate Voice of Customer (VoC) feedback loops with Product, Support, SOC, and other internal teams.
- Oversee the quality and cadence of customer business reviews (QBRs/EBRs) and ensure insights turn into action.
Cross-Functional Collaboration
- Partner with Sales, Renewals, Support, Product Management, and Professional Services to maintain a seamless customer journey and unified messaging.
- Ensure warm handoffs, effective knowledge transfer, and continuous alignment across regional functions.
- Represent EMEA CSM operations in global CS leadership syncs and contribute to process improvement initiatives.
Performance Management & Reporting
- Track and report team KPIs, including onboarding completion, health score trends, engagement cadence, risk resolution, and advocacy metrics.
- Consolidate feedback and data insights into monthly/quarterly reports for management.
- Analyze CSM impact on customer retention, expansion readiness, and experience quality.
- Support measurement of team results and ROI impact across customer success operations.
What You'll Bring
- Proven experience leading or mentoring a Customer Success, Account Management, or similar customer-facing team, ideally in SaaS or cybersecurity.
- Strong track record of coaching individuals and building a high-performance, customer-first culture.
- Solid grasp of customer success methodology: onboarding, adoption, health scoring, risk management, and renewal readiness.
- Hands-on experience with Salesforce (or a comparable CRM/CS platform) and using data to drive decisions.
- Excellent stakeholder management skills, with experience partnering across Sales, Support, Product, and Renewals.
- Strong analytical and reporting skills, comfortable translating data into clear insights for leadership.
- Fluent English required; additional languages are a plus given (French, Italian,etc) the EMEA & SEA scope.
- Comfortable operating in a remote/hybrid, multi-market environment across EMEA & SEA.
Nice to Have
- Prior experience in cybersecurity, IT security, or another technical SaaS environment.
- Familiarity with tools such as PagerDuty or other customer health/automation platforms.
- Experience running or contributing to QBR/EBR programs.
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