Customer Success Manager

📋 Description

• Own senior customer relationships at Director level and above (Operations, Finance, HR), in person
• Run the QBR cadence and own renewals end to end, so the value case is made long before the renewal
• Drive proactive value work: account audits, surfacing unused functionality, and translating product
• Progress seat upsells as customers grow, and flag wider expansion opportunities to AEs
• Hold difficult conversations with diplomacy, including product feedback that isn't on the roadmap
• Manage customer-side projects such as integrations and configuration changes, keeping status

🎯 Requirements

• You've owned a book of enterprise SaaS accounts, whether as a CSM, Solutions Architect, Pre-Sales
• You've held Director-level customer relationships independently and been accountable for the
• You're commercially fluent around NRR and value realisation, and treat accounts as long-term assets
• You're confident in complex SaaS products: you can demo, discuss configuration trade-offs and
• You've worked in a scaleup where process was still being built
• You use AI tools daily in your CS work and can point to specific workflows

🎁 Benefits

• Salary: £55,000 - £75,000
• On-site working: 4 days a week in the London office or with customers, 1 day from home
• Share options
• 35 days annual leave (25 days standard plus 10 flexible public holiday days)
• Extra day of leave for every year of service
• Pension contributions matched up to 5%