Customer Success Manager, EMEA

About the Role  

Help build, iterate and operate Cellebrite’s customer success intelligence layer by turning product telemetry and customer signals into clear and scalable Customer Journeys for CS, Sales and the broader GTM ecosystem, that drive adoption, reduce churn, and maximise long-term customer value.  

What is your mission?

You think in systems whilst building strong, trusted relationships. You see patterns others miss; not just in data, but in customer needs and behaviours and you enjoy turning insight into actions that solve real problems. You’re motivated by helping people succeed, whether that’s guiding customers through challenges or partnering with internal teams to drive outcomes. Comfortable with ambiguity, you bring curiosity, empathy and a problem‑solving mindset to everything you do. You’re energized by building scalable programs that enable GTM teams to consistently deliver meaningful, long‑term customer success and value. 

Responsibilities



Driving Adoption and Value  

• Provide consultative product expertise to support customers maximise their investment in Cellebrite technologies, supporting them to accelerate justice outcomes. 
• Support Sales in motions tied to renewal stability, feature expansion, and product maturity  
• Improve platform stickiness by mapping adoption drivers and scalable engagement triggers to enable customer engagements at scale.  
• Leverage product knowledge to deliver Adoption Health Checks based on the Customer Journey Milestones, customer intelligence and risk/expansion indicators. 
• Run and participate in regional User Forums, or customer events to drive community learning, best-practice sharing and broad adoption momentum. 
• Conduct ad‑hoc customer engagements through video conferences or on‑site visits to address emerging needs, guide product usage, and remove adoption blockers.  
• Partner with CS Operations Team to advise on building and maintaining customer health scoring and customer journeys. 
• Serve as a subject matter expert for Gainsight and Customer Health Data for GTM Collaboration. 

Data Intelligence and Insights  

• Analyse usage, adoption & health signals across accounts and products to identify trends, risks and opportunities.  
• Continuously leverage the learnings from your customer investigations & engagements to create playbooks and workflows that translate into action at scale and which can be deployed as best practice for all CS. 
• Execute automated and semi-automated engagement motions based on the customer’s journey and behaviour. 
• Monitor data streams and proactively flag churn risk, upside potential, and friction patterns with Sales Managers and the wider GTM Teams. 
• Capture all engagements, insights and recommendations within Gainsight to help further build the intelligence layer. 

Orchestration Across GTM  

• Partner with Regional Sales VPs to align insights to territory priorities. 
• Translate behavioural, operational and adoption insights into clear business analysis and recommendations for GTM teams. 
• Deliver data-backed insights for customers into QBRs, forecasting meetings, and strategic planning. 
• Enable all GTM Teams and Product Management with actionable customer intelligence. 
• Operationalise best practices so execution becomes predictable and repeatable.  

Experience and Skills  

• 3-5 years' experience in Customer Success, Customer Insights, CS Ops, or a similar customer facing role. 
• Expertise with Gainsight, or similar CS Tooling. 
• Experience analysing customer telemetry to identify risk and opportunity patterns. 
• Strong collaboration skills across Sales, SE, Support, Product, and CS leadership. 
• Exceptional communication and insight storytelling skills at an executive level. 
• Strong analytical skills and demonstrated creative problem-solving approach. 
• Self-starter with initiative, accountability, and the curiosity to improve systems. 

Preferred Experience  

• Background in Digital Intelligence, forensic technologies or cybersecurity. 
• Experience supporting enterprise or public-sector customer segments. 
• Experience with high-scale, programmatic customer success motions. 

Hybrid Work & Travel Expectations  

• This role may require up to 25% travel for customer engagements, internal collaboration, and industry events.   
• Ideally this position follows a hybrid working model, where Office presence is expected 2–3 days per week where a Cellebrite office is reasonably accessible, to support collaboration and effective program execution.  

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