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A European Perspective on Customer Success: Salary Benchmarks and Industry Trends

November 12, 2024 - 7 min read

Benoit Chatelier

In this article, we discuss key salary benchmarks and industry trends shaping customer success in Europe.

Customer success is rapidly gaining traction in Europe, but with its growth comes a lot of questions. What exactly do these roles involve? How much are professionals getting paid? And how do we compare with other regions? As Sue Nabeth Moore, a customer success expert, says, “The customer success profession in Europe is maturing, but we’re still in the process of defining standards, especially around salaries and job specializations.”

In this article, we discuss key salary benchmarks and industry trends shaping customer success in Europe. Ready to learn some interesting facts? Let's get started.

Outline

Introduction
The State of Customer Success in Europe
Salary Benchmarks in Customer Success
- Junior CSMs
- Mid-Level CSMs
- Senior CSMs and Customer Success Leaders
Factors Influencing Salary Variations
- Country and Market Maturity
- Company Size and Industry
- Specialization and Skills
Emerging Trends in European Customer Success
- A Shift Toward Specialized Roles
- Customer Education Becomes a Core Strategy
- Remote and Hybrid Roles Open New Possibilities
Salary Benchmarks: The Impact on CS Strategy and Talent Retention
Meet MeltingSpot: Where Customer Success and Education Click

The State of Customer Success in Europe

As we discussed above customer success (CS) is growing rapidly across Europe as companies increasingly focus on keeping customers happy and driving long-term value. However, the European market presents unique challenges - each country brings its own culture, expectations, and way of doing business. For example, the role of a customer success manager (CSM) in France might differ significantly from that in the UK or Germany.

These differences affect how CS strategies are implemented and highlight the need for localized approaches to customer success.

1. Salary Benchmarks in Customer Success

Salary benchmarks for customer success roles in Europe vary significantly based on factors such as country, company size, industry, and level of experience. To bring more transparency to CS salaries, Sue and her team conducted a collaborative survey, revealing key insights:

Junior CSMs: Entry-level or junior CSMs in Europe generally earn between €30,000 and €45,000 per year, with variations depending on the country and sector. For instance, junior CSMs in Germany and the UK tend to command higher salaries than those in Southern European countries.
Mid-Level CSMs: For mid-level customer success managers, salaries typically range from €45,000 to €70,000. "The demand for experienced CSMs who can drive customer outcomes is on the rise," Sue explained, "and this is reflected in the upward trend in salaries for mid-level roles."
Senior CSMs and Customer Success Leaders: Senior customer success managers and leadership roles, such as Head of Customer Success or Director of CS, can see salaries ranging from €70,000 to over €120,000 annually. These figures are even higher in sectors like SaaS, where CS plays a critical role in driving revenue and retention.

Customer success teams are increasingly shifting toward specialized roles to provide more personalized support. Find out how specialization is enhancing customer satisfaction in our article on the rise of role-focused CS teams!

2. Factors Influencing Salary Variations

Several key factors shape salary differences for CS roles across Europe:

Country and Market Maturity. Salaries tend to be higher in countries with well-established CS practices, like the UK and Germany, where CS is seen as essential to business growth. In regions where CS is newer, salaries are generally lower, reflecting the evolving demand.
Company Size and Industry. Larger companies, especially in industries like SaaS, offer more competitive salaries because they rely heavily on customer success to drive retention and growth. Smaller companies may have fewer resources and therefore offer lower pay.
Specialization and Skills. Specialized roles within customer success, such as Onboarding Specialists, Customer Health Analysts, or Customer Education Experts, are becoming more common. As Seb put it, “Bringing specialized skills adds value - and companies are willing to pay for that.” This growing need for niche expertise reflects the evolving complexity of customer success in Europe.

Curious about innovative ways to measure success in customer success teams? The AMPM framework offers a fresh approach! Learn how this model can align your team’s impact with business goals in our article.

Emerging Trends in European Customer Success

Several trends are shaping the customer success landscape in Europe:

1. A Shift Toward Specialized Roles

Gone are the days when one person handled everything. Companies are creating specialized roles like Onboarding Specialists, Customer Health Analysts, and Customer Education Experts. This focus will allow teams to provide more personalized support, whether it's helping new customers get started or keeping existing ones engaged with training.

When each team member can master a specific area, the entire customer journey becomes smoother and more impactful. This specialization also boosts customer retention rates since customers feel more supported at every step. As Sue says, “Specialization ensures we’re always a step ahead, meeting customer needs before they even realize it.”

2. Customer Education Becoming a Core Strategy

Customer education is now seen as a must-have for long-term success, not just an extra feature. By equipping customers with the knowledge to get the most from a product, companies reduce friction and boost product adoption. Educated customers are also more likely to stay loyal, which will help reduce churn.

The growing popularity of customer education platforms and in-app tutorials reflects this shift. These tools ensure customers feel confident using products and encourage them to explore new features over time. After all, the more your customers know, the more they grow with you.

3. Remote and Hybrid Roles Opening New Possibilities

The rise of remote and hybrid work models has changed how companies hire for CS positions. With teams spread across multiple countries, businesses can now access talent from diverse markets. This creates new opportunities for building more inclusive, collaborative teams that reflect Europe’s diversity.

However, managing remote teams also comes with challenges. Companies need to offer flexible work environments and ensure effective virtual collaboration to maintain high levels of customer support. The added benefit? These remote setups often encourage innovation and new ways of thinking, making customer success teams more agile and creative.

Did you know customer education trends for 2025 are all about interactive learning and personalized content? Stay ahead of the curve and check out our article on the future of customer education!

Salary Benchmarks: The Impact on CS Strategy and Talent Retention

Competitive salaries are key to attracting and keeping top talent in customer success (CS). In Europe, pay varies by region, with countries like the UK and Germany offering higher salaries due to the more established CS market. Meanwhile, companies in emerging markets, such as Southern Europe, offer lower pay, often reflecting the local cost of living and market maturity.

However, it’s not just about money. Career development matters just as much. Employees want access to training programs, certifications, and mentorship that help them grow and stay engaged. Companies that invest in professional development build motivated teams ready to deliver high-quality customer experiences. As Sue explains, “When employees feel valued, they’re more likely to stick around and perform at their best.”

Beyond salary, companies can retain talent by offering flexible work environments and investing in the right tools that make employees' jobs easier. Specialized roles, like onboarding or health analysts, are also in demand, bringing niche skills increases value for both the employee and the business. This blend of fair compensation, growth opportunities, and smart tools ensures your CS team stays motivated and aligned with business goals.

Customer education platforms are transforming customer retention and loyalty in 2024. Discover which platforms are leading the charge in our article on the top customer education platforms of the year!

Meet MeltingSpot: Where Customer Success and Education Click

Let’s face it: customer success can sometimes feel like juggling while riding a unicycle. Between onboarding, follow-ups, training sessions, and trying to keep customers happy, it’s a lot to handle. But that’s exactly why we built MeltingSpot….. to take the chaos out of customer success and replace it with smooth, meaningful interactions.

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At MeltingSpot, we streamline the stuff that bogs your team down, like scheduling events, sending reminders, or running surveys. This frees your team to do what they do best: connect with customers, solve problems, and build relationships. Our platform makes it easy to create communities, host webinars, and deliver customer education, all in one place. No more switching between tools and wondering where that important email went. With MeltingSpot, your customers get the knowledge and support they need, exactly when they need it. And your team? They stay energized, motivated, and ready to take on the world (or at least that tricky product launch).

Ready to see how we can help? Check out our product and discover how MeltingSpot makes customer success feel like a breeze.