About FirstIgnite:
FirstIgnite builds best-in-class software that accelerates commercialization and innovation by connecting scientific research with industry partners. We support universities, national labs, and research hospitals worldwide with tools that simplify complex science and identify real partnership opportunities.
Role Overview:
We’re seeking a proactive, multilingual Customer Success Manager (CSM) based in the EMEA region to support our expanding portfolio of university clients. You will play a critical role in onboarding, retaining, and growing high-value relationships across Europe. You’ll partner closely with Sales and Product teams to ensure each client derives measurable value from the FirstIgnite platform.
Responsibilities:
* Lead onboarding for new university clients, ensuring a smooth and professional transition from Sales.
* Deliver tailored training, platform walkthroughs, and ongoing support based on client needs.
* Serve as the primary point of contact for your client portfolio, driving engagement and satisfaction.
* Identify renewal and upsell opportunities in collaboration with the Sales team.
* Develop EMEA-specific documentation, playbooks, and best practices.
* Gather and relay customer insights to Product to inform platform enhancements and roadmap decisions.
* Attend occasional on-site client meetings, workshops, or conferences as needed.
Requirements:
* Based in Europe with fluency in Italian and Spanish language, English proficient.
* 2–4 years of experience in Customer Success, Account Management, or client-facing SaaS roles.
* Strong communicator with excellent relationship-building and problem-solving skills.
* Demonstrated success working remotely in a fast-paced, startup environment.
* Experience supporting universities or research organizations is a plus.
* Proficiency with CRM and customer success tools; ability to manage KPIs and customer data.