Senior Customer Success Manager

📋 Description

• Taking ownership of and developing a portfolio of Tier 3 partner accounts utilizing a scalable, digital-first engagement approach.

• Fostering retention and renewals by monitoring customer health metrics to proactively identify risks and growth opportunities.

• Crafting and executing outreach cadences, engagement journeys, and feedback programs (NPS, CSAT).

• Recognizing and facilitating commercial growth opportunities within the current accounts.

• Enhancing Customer Success processes, playbooks, reporting, and tools, including automation workflows and health scoring.

• Serving as the internal authority on Customer Success tools (currently utilizing Vitally) and supporting strategic initiatives such as lifecycle optimization and segmentation.

• Assisting with escalations and complex customer discussions across the broader Customer Success team, while informally mentoring others to elevate performance.

⛳️ Requirements

• Background in Customer Success, Account Management, or a comparable customer-facing commercial role.

• Demonstrated capability to manage a scaled or digital-first portfolio.

• Strong commercial insight, adept at identifying and fostering growth opportunities.

• Experience in enhancing Customer Success processes or operational frameworks.

• Practical experience with Customer Success platforms for health scoring, engagement, and automation (experience with Vitally is advantageous).

• Excellent analytical abilities and strong, confident communication skills.

• It Would Be Great If You Also Had:

• Experience engaging with public sector organizations, including the NHS or local government.

• Familiarity with financial wellbeing, employee benefits, SaaS, payroll, or service-oriented sectors.

• Background in a scaling Customer Success environment.

• Experience with renewals, upsell initiatives, or commercial collaboration with Sales.

🏝️ Benefits

• Fully remote work arrangement, allowing you to choose your optimal work environment.

• 25 days of annual leave, which increases with tenure, in addition to the option to buy up to 5 extra days.

• A day off for your birthday.

• Collaborative team bonus for roles that do not involve commissions.

• Pension plan with salary sacrifice contributions, AVC options, and pension contributions on bonus earnings.

• Salary sacrifice schemes available through Perkbox, including car leasing, gym memberships, and technology purchases.

• Medical cashback scheme.

• Enhanced parental leave.