Senior Customer Success Manager

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

📋 Description

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

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

• Take charge of customer health, retention, and risk management for your portfolio, collaborating closely with Sales and Renewals.

• Develop, sustain, and implement customer success plans for key accounts, ensuring clear business outcomes, milestones, and accountable parties.

• Anticipate renewal and churn risks, formulate save plans, and monitor mitigation efforts.

• Identify and assess expansion opportunities (cross-sell, up-sell, use-case expansion) and work with Sales/Account Management to advance them.

• Convert customer objectives into quantifiable outcomes and ensure that progress is monitored and communicated effectively.

• Regularly analyze usage data, health scores, and telemetry to identify gaps, drive adoption initiatives, and avert value degradation.

• Establish and nurture robust, trust-based relationships with daily contacts, project leaders, and business sponsors.

• Gather and disseminate customer feedback, ensuring issues are resolved and lessons learned are shared internally.

• Identify and cultivate customer advocates for references, testimonials, case studies, and public events.

• Maintain precise and updated customer records in CS tools and CRM (health scores, notes, success plans, risks, and actions).

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

• Contribute to the ongoing enhancement of CS processes, templates, and best practices.

⛳️ Requirements

• Experience in Customer Success, Account Management, Consulting, or a similar customer-facing role in B2B SaaS or enterprise software.

• Demonstrated success in managing a portfolio of mid- to large-enterprise customers and achieving retention goals.

• Strong understanding of subscription and recurring revenue models, along with the factors influencing churn and expansion.

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

• Proficiency in working with data and dashboards (usage, health, 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 multiple accounts and workstreams.

• Proficiency in German is required for this role.

🏝️ Benefits

• Generous PTO & Holiday Schedule

• Parental Leave

• Progressive Healthcare Options

• Retirement Programs

• Opportunity for Education Reimbursement

• Commuter Offset (Specific locations)