Manager, Customer Success (High Touch)

London, England, United Kingdom

8/11/2025

Meet DeepL

DeepL is a global communications platform powered by Language AI. Since 2017, we’ve been on a mission to break down language barriers. Our human-sounding translations and intelligent writing suggestions are designed with enterprise security in mind. Today, they enable over 100,000 businesses to transform communications, reach new markets, and improve productivity. And, empower millions of individuals worldwide to make sense of the world and express their ideas.

Our goal is to become the global leader in Language AI, building products that drive better communication, foster connections, and make a real-life impact. To achieve this, we need talented individuals like you to join our exciting journey. If you're ready to work with a dynamic team and build your career in the fast-moving AI space, DeepL is your next destination.

What Sets Us Apart

What sets us apart is our blend of modern technology, competitive benefits, and an open, welcoming work culture that enables our people to thrive. When we share what it's like to work at DeepL, the reactions are overwhelmingly positive. This may be because of our products that have helped countless people worldwide or our shared mission to improve communication for individuals and businesses, bringing cultures closer together. What we know for sure is this: being part of DeepL means joining a team dedicated to innovation and employee well-being. Discover what our teams have to say about life at DeepL on LinkedIn, Instagram and our Blog.

Meet the team behind this journey

We are seeking a seasoned, strategic, and people-first leader to manage and grow our Enterprise Customer Success team in EMEA. This leadership role is pivotal in driving customer value, retention, and growth across our largest and most complex accounts.

As the Manager of Enterprise Customer Success EMEA, you will lead a team of experienced Customer Success Managers (CSMs), ensuring they deliver best-in-class customer engagement across onboarding, adoption, expansion, and renewal. You will be instrumental in scaling the team through our next phase of growth, driving operational rigor, strategic account planning, and cross-functional collaboration.

This is an exciting opportunity for a strong people manager who thrives in a high-growth, fast-paced environment and is passionate about developing talent, optimizing customer experience, and driving enterprise customer outcomes.

Your Responsibilities

• Lead, mentor, and develop a high-performing team of Enterprise CSMs across EMEA
• Ensure the team is driving measurable customer value, maximizing product adoption, and securing renewals and expansion opportunities
• Set clear performance expectations, coach to success, and foster a culture of accountability and continuous improvement
• Partner with cross-functional teams including Sales, Product, Marketing, Support, and Finance to ensure a unified and consistent customer journey
• Own and optimize internal processes, customer journey frameworks, and playbooks that drive scalability and consistency across the team
• Serve as a strategic voice of the customer, representing customer insights to inform product roadmap and business strategy
• Support talent acquisition and onboarding as we grow the team; play a key role in hiring top-tier CSM talent
• Analyze team performance and customer health metrics to inform strategy and operational decisions
• Champion a culture of collaboration, inclusion, and high performance
  
  

Qualities we look for

• 5+ years of experience in Customer Success, Account Management, or a related field, with a minimum of 4+ years managing CSMs supporting Enterprise clients
• Proven success leading teams managing large, complex customers with multi-stakeholder engagement
• Deep understanding of enterprise customer dynamics, SaaS customer lifecycle, and value realization frameworks
• Passion for developing and empowering people, with a strong track record of coaching and performance management
• Strategic thinker with strong business acumen and an ability to translate data into action
• Excellent communicator with experience influencing stakeholders at all levels, including executives
• Highly organized, operationally strong, and comfortable with ambiguity in a scaling environment
• Experience with tools such as Salesforce or CRM/CS platforms
• EMEA experience, in particular within the DACH region, preferred
• Experience in leading multicultural teams is a strong plus
  
  

What We Offer

• Diverse and internationally distributed team: joining our team means becoming part of a large, global community with people of more than 90 nationalities. We're more than just colleagues; we're a group of professionals with a shared mission to connect diverse cultures. Our global presence is growing–we've doubled in size nearly every year, with our employees based in the UK, Germany, the Netherlands, Poland, the US, and Japan, and we continue to expand our network.
• Open communication, regular feedback: as a language-focused company, we value the importance of clear, honest communication. We value smooth collaboration, direct and actionable feedback, and believe that leading with empathy and growth mindset makes us better together.
• Hybrid work, flexible hours: we offer a hybrid work schedule, with team members coming into the office twice a week. This allows you to engage directly with your team and experience the unique energy of our workspace, while still enjoying the flexibility and comfort of working from home. With flexible working hours and trust in your productivity, we are in sync with your team’s general locations and time zones to foster effective and seamless collaboration.
• Regular in-person team events: we bond over vibrant events that are as unique as our team, from local team and business unit gatherings, to new-joiner onboardings, to company-wide events that bring us all together–literally.
• Monthly full-day hacking sessions: every month, we have Hack Fridays, where you can spend your time diving into a project you're passionate about and get the opportunity to work with other teams–we value your initiatives, impact, and creativity.
• 30 days of annual leave: we value your peace of mind. With 30 days off (excluding public holidays) and access to mental health resources, we make sure you're as strong mentally as you are professionally.
  
  

If this role and our mission resonate with you, but you're hesitant because you don't check all the boxes, don't let that hold you back. At DeepL, it's all about the value you bring and the growth we can foster together. Go ahead, apply—let's discover your potential together. We can't wait to meet you!

We are an equal opportunity employer

You are welcome at DeepL for who you are—we appreciate authenticity here. Our product is for everyone, and so is our workplace. The more voices we have represented and amplified in our business, the more we will all succeed, contribute, and think forward! So bring us your personal experience, your perspectives, and your background. It’s in our diversity that we will find the power to break down language barriers in the world.