Communicate product updates to customers, make outbound calls, assist with sales and customer service tasks, and maintain product data and website content while supporting a range of customer engagement functions.

• This role is responsible for serving as a trusted partner to a dedicated book of business, driving adoption, engagement, and consistent revenue retention. • In this position, you will manage the end-to-end customer journey, from initial adoption through the renewal cycle, ensuring our products and platforms deliver on their promise. • By proactively solving courseware challenges and demonstrating ongoing value, you protect our revenue base and build deep-seated loyalty within your book of business. • Your success is defined by your ability to navigate the academic cycle and anticipate educator needs, ensuring faculty and students realize the full potential of our technology, which facilitates account renewals and the successful continuation of our partnership. • The Customer Success Specialist reports directly to the Team Manager, Customer Success – Higher Education.

• Lead, mentor, and grow a small EMEA-based team of Customer Success Managers, building a team culture and operating identity that is distinctly strong and distinctly Triple Whale. • Own the EMEA renewal and expansion book as a business leader — not a metric reporter. Maintain a live forecast, track GRR and NRR weekly, and ensure Finance and leadership are never surprised. • Bring Triple Whale's CS operating model to the EMEA region — adopting our core playbooks, cadences, and standards while building the regional context, customer nuance, and market-specific practices that make them land differently in EMEA. • Drive AI adoption across the team — not as an encouragement, but as a documented, measured practice. Build repeatable AI-enabled workflows that create real capacity and can be shared across the broader CS org. • Partner cross-functionally with Sales, Product, and Marketing to ensure EMEA customer needs are represented — and that EMEA is a credible voice in GTM conversations, not just a downstream recipient. • Serve as the CS presence for EMEA escalations, handling multi-stakeholder situations with composure and a clear resolution framework.Own the EMEA retention forecast, providing transparent reporting on risks and recovery plans to CS leadership on a standing cadence. • Shape CS culture in the region — building team identity, psychological safety, and a values-aligned environment that retains great people and attracts more of them.

• Handle and process cancellation requests, discount requests, and training requests, focusing on retaining customers and preventing churn. • Improve usage and adoption through proactive and content-driven communications. • Diagnose potential barriers to renewal and work with customers to overcome these barriers. • Demonstrate commitment to our customer base through the highest level of responsiveness. • Identify ways we can consistently delight our customers. • Proactively communicate with customers to provide helpful information, invite them to events, and assist with outreach campaigns.