Customer Success Manager, EMEA

About Cellebrite

Cellebrite (Nasdaq: CLBT) is a global leader in digital intelligence solutions. Our mission is to enable our global customers to protect and save lives by enhancing digital investigations and intelligence gathering, accelerating justice in communities around the world.

Cellebrite’s AI‑powered Digital Investigation Platform enables customers to lawfully access, collect, analyse, and share digital evidence in legally sanctioned investigations while preserving data privacy. Thousands of public safety organisations, intelligence agencies, and businesses rely on Cellebrite’s digital forensic and investigative solutions—available via cloud, on‑premises, and hybrid deployments—to help close cases faster and safeguard communities.

What is your mission?

In this role, you will help build, iterate, and operate Cellebrite’s customer success intelligence layer by transforming product telemetry and customer signals into clear, scalable Customer Journeys for Customer Success, Sales, and the broader Go‑to‑Market (GTM) ecosystem. Your work will directly drive customer adoption, reduce churn, and maximise long‑term customer value.

You think in systems while building trusted relationships. You identify patterns in customer behaviour, usage, and needs, and translate insights into actions that solve real problems. Comfortable with ambiguity, you bring curiosity, empathy, and a problem‑solving mindset, and are motivated by building scalable programs that enable GTM teams to consistently deliver meaningful, long‑term customer success.

Responsibilities

Driving Adoption and Value

Provide consultative product expertise to help customers maximise their investment in Cellebrite technologies and accelerate justice outcomes

Support Sales motions related to renewal stability, feature expansion, and product maturity

Improve platform stickiness by mapping adoption drivers and scalable engagement triggers to enable customer engagement at scale

Deliver Adoption Health Checks based on Customer Journey milestones, customer intelligence, and risk or expansion indicators

Run and participate in regional User Forums and customer events to drive best‑practice sharing and adoption momentum

Conduct ad‑hoc customer engagements via video conferencing or on‑site visits to address emerging needs and remove adoption blockers

Partner with the CS Operations team to build and maintain customer health scoring models and customer journeys

Serve as a subject matter expert for Gainsight and customer health data across GTM teams

Data Intelligence and Insights

Analyse usage, adoption, and health signals across accounts and products to identify trends, risks, and growth opportunities

Translate learnings from customer investigations and engagements into scalable playbooks and workflows for Customer Success

Execute automated and semi‑automated engagement motions based on customer behaviour and lifecycle stage

Monitor data streams and proactively flag churn risk, expansion potential, and friction patterns to Sales Managers and GTM stakeholders

Capture all engagements, insights, and recommendations within Gainsight to continuously strengthen the customer intelligence layer

Orchestration Across GTM

Partner with Regional Sales leadership to align customer insights with territory priorities

Translate behavioural, operational, and adoption insights into clear business recommendations for GTM teams

Deliver data‑backed insights into QBRs, forecasting discussions, and strategic planning sessions

Enable GTM teams and Product Management with actionable customer intelligence

Operationalise best practices to ensure execution is predictable and repeatable

This role requires up to 50% travel and is best suited to professionals who enjoy customer‑facing engagement across multiple regions. Professional fluency in either Italian or Spanish is required.

Requirements

3–5 years of experience in Customer Success, Customer Insights, CS Operations, or a similar customer‑facing role

Strong expertise with Gainsight or similar customer success tooling

Experience analysing customer telemetry and behavioural data to identify risk and opportunity patterns

Strong collaboration skills across Sales, Solutions Engineering, Support, Product, and Customer Success leadership

Exceptional communication skills with the ability to present insights clearly at an executive level

Strong analytical and creative problem‑solving abilities

Self‑starter mindset with accountability, curiosity, and a drive to continuously improve systems and processes

Basic Qualifications

Experience working in a customer‑facing role within a B2B SaaS or technology environment

Demonstrated ability to translate data and insights into scalable programs and actions

Comfort operating in ambiguous, fast‑changing environments

Preferred Qualifications

Background in Digital Intelligence, forensic technologies, cybersecurity, or adjacent domains

Experience supporting enterprise or public‑sector customer segments

Experience delivering high‑scale, programmatic customer success motions