Tilla
SaaS
CustomerSuccessManager-EMEA
Neural analysis suggests this role is
optimal for Mid candidates.
“Customer Success Manager - EMEA at Tilla. Skills: Customer Relationship Management, Account Management, Pilot Onboarding, Data Storytelling. Own a portfolio of EMEA accounts end-to-end. Protect customer experience as we scale”
What You'll Achieve.
Turn each account into a measurable success story; Protect customer health scores; Bring expansion moments home commercially; Keep a growing portfolio in great health
Industry & Context.
Travel to client meetings across EMEA, Travel within Europe is expected regardless of base
What They're Looking For.
Must Have
4+ years in a CSM or account management role within a B2B SaaS or tech startup, A track record of owning customer relationships end-to-end — from onboarding through QBRs, ROI reviews, and renewals, Experience leading new customer onboardings or pilot programmes, including driving adoption and converting pilots to full go-live, Comfort working with data to tell client-facing stories — synthesising analytics outputs into narratives and decks for non-technical audiences, commercial instincts for upsell and expansion conversations as part of CS, Customer relationship management and operational rigour at scale — multiple accounts, no dropped balls, Clear, structured communication with operational and non-tech stakeholders, Cross-functional collaboration with Support, Analytics, Product, and beyond, High personal energy paired with the process discipline to keep a growing portfolio in great health, Experience or interest in early-stage or growth-stage startups, Fluency in English
Nice to Have
exposure to maritime, logistics, or another complex operational sector, Other European languages (especially Greek) are a plus
What You'll Do.
Own a portfolio of EMEA accounts end-to-end
Protect customer experience as we scale
Manage a portfolio of EMEA accounts from kick-off through renewal
Hold the relationship across every touchpoint
Build and maintain account plans
Run QBRs and ROI reviews
Translate platform usage into outcomes
Lead new EMEA pilots from day one
Convert pilots into long-term customers
Manage the pilot-to-full conversion journey
Spot expansion moments
Partner with Analytics function
Turn raw usage data into client-ready narratives
Set the bar for Customer Success in EMEA
Feed into process improvement initiatives
Track and report on account performance
Surface upsell and expansion opportunities
Grow into a senior voice on the team
How You'll Work.
Team & Collaboration
Collaborate closely with Support to resolve issues fast; Partner with our Analytics function to turn raw usage data into client-ready narratives and decks; Cross-functional collaboration with Support, Analytics, Product, and beyond
Communication Scope
Clear, structured communication with operational and non-tech stakeholders
Full Job Description
We are a growing SaaS start-up with an international team, operating on the intersection between two of the world's most fascinating industries - global shipping and global travel. Over 90% of global trade depends on ships, and the shipping industry depends on the 2 million seafarers who operate them. What most people don't know is there's a complex, mission-critical travel operation going on 24/7 to bring seafarers to the ships where they're needed, when they're needed. That's called crew logistics, and without it, global trade wouldn't function. But it's an operation often built on manual processes and legacy systems, meaning high-stress for operators, an unreliable experience for seafarers, and poor outcomes for the industry. That is until Tilla enters the scene. Backed by strong investor support, with more than 10,000 crew changes executed in the platform each year across over 600 vessels globally, our platform is a game changer in crew logistics, streamlining collaboration between operators and seafarers, making crew operations more humane, efficient, and cost-effective. Join us on the next chapter of our growth journey and tackle this overlooked yet critical global challenge: every crew change, optimized and digital. YOUR MISSION As Customer Success Manager EMEA, you'll partner with our growing portfolio of European maritime customers. You’ll lead new pilot onboardings, drive lasting adoption, and turn each account into a measurable success story. This is a role designed to grow with you, increasingly taking the lead as our EMEA portfolio scales. 🎨 Own a portfolio of EMEA accounts end-to-end and protect the customer experience as we scale - Manage a portfolio of EMEA accounts from kick-off through renewal, holding the relationship across every touchpoint - Build and maintain account plans with clearly documented baselines and success metrics for each customer - Run QBRs and ROI reviews that translate platform usage into outcomes our customers genuinely care a
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