Manager, Customer Solutions Consultants

With Confluent, organisations can harness the full power of continuously flowing data to innovate and succeed in the modern digital world. We are creating a new category within data infrastructure—data streaming—that allows organisations to create impactful experiences through data.

About the Role :

The Customer Success Hub was established in May 2024 to expand Customer Success outreach across mid-market accounts in EMEA. Its goal is to provide comprehensive coverage through technical roles (Customer Success Consultant, CSC) and business roles (Customer Success Manager, CSM). Currently, it comprises 4 CSMs and 3 CSCs, having delivered 113 customer check-ins out of 120 accounts and completed 50 success plans.

As part of FY25 strategy to enhance the "Protect" Motion—aimed at customer success, retention, and expansion—we plan to double the team size. This growth necessitates onboarding new talent, including recent graduates and early-career professionals, requiring a new approach to talent acquisition.

The CSC Manager will lead the existing team and future hires, shaping and executing the Early Talent program to develop future technical roles within CSG. Reporting to the EMEA VP, the manager will collaborate with key stakeholders across the business to ensure program success, with support from wider leadership.

What You Will Do :

• Lead the CSC team, managing assignments and team development.
• Coordinate with sales teams and leadership to assign CSC responsibilities.
• Share team learnings to enhance the CSC Community of Practice.
• Work with leadership to improve customer and employee experience, efficiency, and scalability.
• Implement enablement programs to promote best practices and clear role expectations.
• Coach and onboard early talent, preparing them for customer interactions.
• Pilot new programs or processes to improve efficiency and standardize operations.
• Collaborate with cross-functional teams to support new business, renewals, and expansion.
• Advocate for customers within Confluent, coordinating with sales, product, and support teams.
• Present customer reviews to senior management.
• Support customer issues alongside support engineers and engineering teams.
• Shape and execute the Early Talent Program, including strategy, implementation, and external representation at events.

What You Will Bring :

Come As You Are

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