Client Success Manager, Enterprise Accounts

This is a fully remote position, open to applicants in United Kingdom.

📋 Description

• Take charge of the success, retention, renewal, and development of a portfolio of enterprise clients with intricate organizational frameworks and executive stakeholders.

• Establish trusted relationships with executive sponsors and business leaders, serving as a strategic advisor throughout the customer journey.

• Spearhead enterprise onboarding, adoption, and value realization strategies that enhance measurable business outcomes.

• Create and implement strategic Success Plans that align with customer objectives, adoption milestones, and long-term business aspirations.

• Utilize AI-driven customer success platforms to assess customer health, foresee risks, recommend optimal next steps, and pinpoint expansion opportunities.

• Conduct executive Quarterly Business Reviews (QBRs) that link product adoption to tangible business impact and ROI.

• Collaborate with Sales to formulate account strategies that facilitate renewals, expansions, and sustainable customer growth.

• Lead renewal planning and executive renewal discussions that emphasize customer value and business achievements.

• Represent customer interests by collaborating with Product, Engineering, Professional Services, and Support to address challenges and shape product direction.

• Convert customer feedback into actionable insights to enhance our product, customer experience, and go-to-market strategy.

• Design AI-assisted customer engagement workflows that boost operational efficiency while maintaining meaningful customer relationships.

• Examine customer data, industry trends, and organizational changes to proactively assist enterprise clients through workplace transformations.

• Serve as an AI-first operator by coordinating AI agents for research, meeting preparation, executive communications, account planning, customer health analysis, and opportunity identification—validating recommendations through sound business acumen.

• Promote continuous improvement by identifying scalable playbooks, automation possibilities, and best practices within the Customer Success organization.

⛳️ Requirements

• Over 6 years of experience in Client Success, Strategic Account Management, or Enterprise Account Management within a SaaS framework.

• Proven track record of managing complex enterprise clients with executive stakeholders over extended customer lifecycles.

• Strong executive presence with the capacity to influence C-level decision makers.

• Experience in driving customer adoption, retention, renewals, expansions, and measurable business outcomes in recurring revenue environments.

• Proficiency in developing executive business reviews, strategic account plans, and long-term customer success strategies.

• Familiarity with Customer Success platforms and CRM systems such as Gainsight, Salesforce, or similar technologies.

• Fluency in AI, including experience with AI-enabled platforms for forecasting, customer health evaluation, strategic planning, workflow automation, research, and productivity.

• Experience in responsibly orchestrating multiple AI tools while validating outputs through business judgment, customer context, and data integrity.

• Strong analytical skills with the ability to translate data into executive-level recommendations.

• Outstanding organization, prioritization, and program management abilities across complex enterprise engagements.

• Excellent executive communication, stakeholder management, and cross-functional collaboration capabilities.

• A curious, adaptable, and growth-oriented mindset with a passion for learning and implementing emerging AI technologies.

• A customer-centric approach that harmonizes technology with empathy, trust, and long-term partnerships.

🏝️ Benefits

• A competitive benefits and rewards package globally designed to support health, well-being, and financial security.