Manage customer relationships post-sale to ensure value realization, adoption, and account expansion. Collaborate with cross-functional teams and educate clients on best practices.
About Conduktor
We build tools that truly unleash the power of Apache Kafka. Since getting started in 2020 we’ve been growing fast and we are already aiding thousands of developers to harness the power of their real-time data through supercharging productivity, driving efficiency, and accelerating project delivery. Now we are embarking on our next exciting chapter of growth. With hubs in London and New York, and teammates across the US, UK, and Europe, we're scaling globally and looking for people passionate about our mission to join us.
This role can be based in our London or NYC office, with a hybrid schedule of in-office collaboration on Mondays, Wednesdays, and Thursdays.
About the Role
We are looking for a Customer Success Manager (CSM) to own and grow relationships with our customers across EMEA and North America. This role is critical to ensuring customers realize value, adopt the platform successfully, and expand their usage over time. In this role, you will be working with French-speaking customers and English-speaking customers and must be fully fluent in both languages.
You will work closely with Sales (AE) and Solutions Architecture (SA) as part of a unified account team, taking the lead post-sale while remaining engaged throughout the customer lifecycle.
What will you be doing?
- In this role your areas of focus will be:
- Own the post-sale customer lifecycle, including onboarding, adoption, and long-term success
- Lead onboarding engagements and ensure customers achieve agreed success outcomes
- Build trusted relationships with champions, technical stakeholders, and decision-makers
- Act as the customer’s advocate internally while representing company strategy externally
- Drive retention and expansion within your portfolio of accounts
- Lead upsells where the champion and economic buyer remain the same
- Identify expansion opportunities across business units and partner with AEs to pursue them
- Monitor account health, risks, and usage trends and take proactive action
- Partner closely with AEs and SAs as part of a single account team
- Support pre-sales technical validation when needed to ensure smooth handoffs
- Coordinate with Product, Support, and Engineering to resolve issues and influence roadmap
- Ensure all customer communications remain aligned and well-coordinated
- Educate customers on best practices and new capabilities
- Lead regular check-ins, success reviews, and executive touchpoints
- Capture customer feedback, success stories, and references
Customer Ownership & Value Realization
Account Management & Expansion
Cross-Functional Collaboration
Enablement & Advocacy
What experience are we looking for?
- Fluency in English and French required (full professional proficiency with the ability to communicate complex technical concepts clearly in both languages)
- 3–7+ years of experience in Customer Success, Account Management, or Technical Account Management
- Experience managing mid-market to enterprise B2B SaaS customers
- Strong ability to manage complex stakeholder environments
- Comfortable working cross-functionally with Sales and technical teams
- Excellent communication, organization, and prioritization skills
- Experience with data infrastructure, streaming, DevOps, or developer tools
- Familiarity with Kafka, cloud platforms, or distributed systems
- Experience supporting customers across EMEA and North America
- Proven track record of driving renewals and expansions
Preferred
Why this role matters
- You will directly impact customer retention, expansion, and long-term growth
- You’ll work on complex, strategic accounts with high visibility
- You’ll help define and scale how Customer Success operates as the company grows
Perks and Benefits
- Stock options
- 25 days PTO + public holidays
- Top-tier private health insurance package
- Learning and development allowance
- Employee referral scheme
- Discounted gym membership/ClassPass
- Company-wide events and team socials
- Our office is dog friendly!
Top Skills
Apache Kafka
B2B Saas
Cloud Platforms
Data Infrastructure
DevOps
Distributed Systems
Streaming
Conduktor London, England Office
81-87 High Holborn, London, United Kingdom, WC1V 6DF
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