Scaled Customer Success Manager (EMEA & APAC)

Overview

• At Sana Commerce, we're looking for a Scaled Customer Success Manager to join our EMEA & APAC Customer Success team.
• In this role, you will manage a portfolio of 100+ customers in our Scaled segment, helping them realize business outcomes from their B2B e-commerce investment while fully owning retention and upsell across your portfolio.
• This is an exciting opportunity for someone who combines commercial ownership with operational thinking and enjoys building in a fast-evolving environment.
• You will act on retention and expansion signals, keep customers nurtured and engaged at scale, and help shape the operating system for a relatively new customer segment and team.
• What you'll get
• The opportunity to make an impact at a fast-growing SaaS scale-up;
• Working closely with global leaders on strategic initiatives;
• Up to 8 weeks "work from anywhere" per year;
• A hybrid working model - 3 days from the office, 2 days from home;
• A culture rooted in collaboration, customer obsession, growth mindset, and bold impact;
• Be empowered: take ownership of your portfolio and drive measurable customer and commercial outcomes;
• Make a real impact: your work will help define how Sana serves and grows its Scaled customer segment.
• What you'll be doing
• Owning a portfolio of 100+ B2B customers across EMEA & APAC within our Scaled segment;
• Helping customers realize value from their Sana Commerce investment and translate that into stronger business outcomes;
• Fully owning commercial KPIs across your portfolio, with clear responsibility for retention and upsell performance;
• Monitoring retention and expansion signals and turning those insights into timely, targeted actions;
• Identifying churn risks early and taking proactive steps to mitigate them;
• Identifying, managing, and driving upsell opportunities to close across your portfolio;
• Running scalable engagement motions to keep customers nurtured, activated, and progressing toward stronger adoption and value realization;
• Working closely with Customer Marketing to deliver relevant lifecycle campaigns and nurture programs;
• Partnering with GTM Ops to improve data quality, workflows, and signal-based execution;
• Using tools such as Fireflies, Outreach and Clay to drive scalable, personalized engagement across a large portfolio;
• Helping define and improve the operating model, processes, playbooks, and cadences for this new segment;
• Sharing customer insights internally to improve the customer journey and strengthen how Sana serves this segment.
• What you'll bring
• 1 5 years of relevant commercial experience, ideally in SaaS or B2B software (e.g. Customer Success, Business Development, Sales Development, Account Management, or similar customer-facing roles);
• Experience owning commercial outcomes such as retention, upsell, pipeline generation, or customer growth;
• Experience managing a larger portfolio of customers or leads, ideally in a scaled, low-touch, or high-volume environment;
• Strong commercial mindset with the ability to turn signals into action;
• Ability to connect customer goals and business outcomes to retention and growth opportunities;
• Confidence working with customer data, health signals, segmentation, and workflow-based execution;
• Strong written and verbal communication skills in English; Dutch, German, or French are a plus;
• Comfortable working across regions, functions, and time zones;
• Proactive, structured, and resourceful way of working;
• Curiosity for tools, automation, and experimentation; experience with Outreach, Clay, CRM systems, or similar platforms is a strong plus;
• Excited about building enjoys shaping processes, testing