Enterprise Customer Success Manager

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

📋 Description

• Manage a portfolio of high-value enterprise accounts and develop strategic account plans.

• Implement clear governance across multi-site veterinary organizations.

• Oversee renewals, account health, commercial risks, and opportunities for expansion.

• Cultivate relationships with C-suite executives and senior leaders.

• Facilitate executive business reviews and address escalations as well as sensitive commercial discussions.

• Develop success plans that connect product adoption with measurable business results.

• Assist customers during transitions, new product launches, and the integration of AI-enabled capabilities.

• Coordinate efforts among Product, Engineering, Support, Implementation, and Sales teams.

• Create customer references, case studies, and engage advisory board participants.

• Advocate for enterprise customer requirements in roadmap discussions and UK industry events.

• Achieve goals related to retention, adoption, customer satisfaction, and executive engagement.

⛳️ Requirements

• Demonstrated experience in Enterprise Customer Success, Strategic Account Management, or a related role in SaaS or technology, managing complex, high-value relationships.

• Proven track record in supporting renewals, retention, expansion, and commercial negotiations.

• Experience in influencing C-suite stakeholders and handling escalations and difficult conversations.

• Capability to translate business priorities into account plans and analyze customer, commercial, and adoption data.

• Proficient in leading cross-functional initiatives without having direct authority.

• Strong communication and presentation skills.

• Fluent in both written and spoken English.

• Based in the UK.

• Willingness to travel to customer locations and industry events as needed.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for learning and professional development.

• Access to essential tools that you will enjoy using.

• Regular company events.

• Impactful work within a rapidly growing global healthcare SaaS organization.

• Collaborate with talented colleagues from around the globe.