Customer Success Manager

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

📋 Description

• Serve as a strategic advisor for a portfolio of enterprise accounts, responsible for their health, adoption, and retention.

• Establish and nurture executive customer relationships, leading value and outcomes discussions alongside the Account Manager.

• Facilitate innovation sessions and strategic workshops that leverage customer goals and usage data.

• Develop customer success plans and conduct executive business reviews to showcase measurable impact.

• Oversee usage, traffic, quality, support, and commercial health indicators; identify risks and manage complex escalations.

• Collaborate with Onboarding, Customer Excellence, Support, Sales Engineering, and Product teams.

• Provide structured, evidence-based customer insights to the Product team.

• Utilize AI and automation for account research, preparation, and risk identification.

• Share best practices and mentor colleagues who are new to Customer Success.

⛳️ Requirements

• Minimum of 3 years in Customer Success, account management, or technical account management, with experience managing a small number of large, complex enterprise customers.

• Proven track record of retaining and expanding high-value accounts.

• Experience in conducting executive business reviews and strategy workshops with C-level and VP-level customer stakeholders.

• Excellent facilitation and storytelling abilities.

• Understanding of API or platform-based products, with the capability to analyze usage data.

• Experience coordinating complex, multi-stakeholder, multi-country accounts within a matrix organization.

• Interest in AI, with practical examples of its application in the workplace.

• Familiarity with Salesforce and a Customer Success platform (such as Gainsight or similar).

• A university degree is preferred, or equivalent professional experience.

• Willingness to travel frequently across the UK and Ireland.

• Corporate language is English; applications must be submitted in English.

• Must hold British citizenship.

• Must possess a valid British work permit.

🏝️ Benefits

• Variable compensation component.

• Opportunities for personal and professional development.

• Access to learning opportunities.

• A fair, objective, consistent, and inclusive recruitment process.