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:
Customer Ownership & Value Realization
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
Account Management & Expansion
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
Cross-Functional Collaboration
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
Enablement & Advocacy
Educate customers on best practices and new capabilities
Lead regular check-ins, success reviews, and executive touchpoints
Capture customer feedback, success stories, and references
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
Preferred
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
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
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