Customer Success Manager

This is a fully remote position, open to applicants in United Kingdom, +1 more country.

📋 Description

• Oversee a dedicated portfolio of approximately 50-60 Mid-Market clients, acting as their strategic partner throughout the entire customer lifecycle.

• Facilitate onboarding processes, including kickoff meetings and milestone check-ins, while guiding clients towards achieving their initial measurable outcomes.

• Develop a comprehensive understanding of each client's objectives and convert them into measurable, mutually beneficial success plans.

• Offer proactive, consultative advice through regular strategic interactions and value-oriented discussions.

• Track customer health, identify adoption patterns, and address potential risks before they affect success.

• Collaborate with Account Management to aid in customer retention and expansion, while coordinating with Technical Support, Product, Solutions, and Engineering when specialized knowledge is required.

• Manage escalations from start to finish, including identification and resolution, ensuring customers remain informed and confident throughout the process.

• Represent your customers within the organization by providing product feedback and advocating for enhancements in the customer experience.

• Promote AI adoption within your portfolio by coaching clients on AI-driven solutions and exemplifying what AI-native Customer Success entails.

• Contribute to the wider Customer Success organization by sharing best practices, enhancing playbooks, and engaging in webinars and enablement initiatives.

⛳️ Requirements

• A minimum of 2 years of experience as a Customer Success Manager for technical products in a SaaS environment.

• Proven ability to communicate effectively with software developers in a technical context.

• Strong opinions on customer experience — possessing well-defined views to provide strategic advice to customers.

• Proficiency in French, Russian, and/or Spanish (preference will be given to multilingual candidates for this position).

• Must be based in the United Kingdom or Ireland.

• Bonus: experience in designing lifecycle messaging.

🏝️ Benefits

• Comprehensive coverage of medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.

• 16 weeks of paid parental leave.

• Unlimited paid time off (PTO).

• Stipends for remote work and wellness expenses.

• A budget for professional development.