Customer Success Manager

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

📋 Description

• Lead the adoption, value realization, renewal, and growth within a designated customer portfolio.

• Serve as the primary post-sales relationship manager, coordinating resources across Support, Product, Services, and Sales.

• Manage customer health, retention, and risk mitigation in collaboration with Sales and Renewals.

• Develop, maintain, and implement customer success plans that outline business outcomes, milestones, and responsible parties.

• Identify risks related to renewals and churn, formulate save plans, and monitor mitigation efforts.

• Identify and qualify opportunities for cross-selling, upselling, and use-case expansion in partnership with Sales/Account Management.

• Convert customer goals into measurable outcomes, tracking and communicating progress effectively.

• Analyze usage data, health scores, and telemetry to promote adoption and avoid value erosion.

• Conduct value-oriented reviews, including Success Plan Reviews and Executive Business Reviews (EBRs).

• Establish trust-based relationships with customer contacts, project leaders, and business sponsors.

• Organize check-ins, workshops, and governance reviews tailored to the customer segment and lifecycle stage.

• Collect and disseminate customer feedback, ensuring that issues are resolved appropriately.

• Cultivate customer advocates for references, testimonials, case studies, and events.

• Maintain precise customer records in Customer Success tools and CRM systems.

• Utilize standardized playbooks and processes for adoption, development, and renewal preparation.

• Provide leadership with insights into account status, risks, and opportunities.

• Enhance Customer Success processes, templates, and best practices.

• Collaborate with Sales/Account Executives on account strategy, renewal readiness, and executive engagement.

• Partner with Support and Engineering to handle escalations and prevent recurring issues.

• Work alongside Product Management and Customer Success Architecture/Onboarding to share insights and influence the roadmap and enablement.

• Coordinate with Professional Services regarding scoping, delivery synchronization, and handoff processes.

• Strive toward KPIs such as renewal rate, net revenue retention/expansion pipeline, portfolio health, strategic touchpoint delivery, advocacy/satisfaction, and operational excellence.

⛳️ Requirements

• Background in Customer Success, Account Management, Consulting, or a comparable customer-facing role within B2B SaaS or enterprise software.

• Proven success in managing a portfolio of mid to large enterprise customers while meeting retention objectives.

• Strong comprehension of subscription and recurring revenue models, including the factors influencing churn and expansion.

• Ability to confidently engage with both technical and non-technical stakeholders, ranging from administrators to Director/VP levels.

• Proficient in working with data and dashboards, including usage metrics, health scores, NPS/CSAT, and translating insights into actionable steps.

• Exceptional communication, presentation, and storytelling abilities.

• Strong organizational and time management skills, with the capacity to prioritize across various accounts and workstreams.

• Prior experience in Identity & Access Management (IAM), security, or related enterprise SaaS is preferred.

• Hands-on experience with Customer Success platforms like Gainsight, Totango, or ChurnZero, as well as CRM systems like Salesforce, is preferred.

• Experience conducting Quarterly Business Reviews (QBRs)/Executive Business Reviews (EBRs) and structuring success plans is advantageous.

• Familiarity with working in distributed/global teams is preferred.

🏝️ Benefits

• A company culture that empowers you to excel in your work.

• Employee Resource Groups fostering a sense of belonging for all.

• Regular team-building and company bonding events.

• Competitive benefits and perks.

• Global volunteering and community initiatives.

• Generous Paid Time Off (PTO) and Holiday Schedule.

• Parental Leave.

• Progressive healthcare options.

• Retirement programs.

• Opportunities for education reimbursement.

• Commuter offset for specific locations.

• A flexible and collaborative work environment.