Sr. Manager, Customer Success

📋 Description

• Lead, coach, and manage a team of Customer Success Managers.
• Own CS outcomes: retention, renewal readiness, adoption, value realization.
• Set and manage the CS operating cadence: meetings, reviews, reporting.
• Define and improve the post-sale lifecycle from onboarding to expansion.
• Partner with Sales, Renewals, PS, Support, Product, and Operations.
• Drive customer value through executive alignment, planning, and escalation.

🎯 Requirements

• Bachelor’s degree in Business Admin, CS, or related field; MBA preferred but not required.
• 8+ years in CS/Customer Success in B2B SaaS; 4+ years in people leadership.
• Proven track record delivering measurable CS outcomes: retention, renewal, adoption, advocacy.
• Strong understanding of recurring revenue models and renewal forecasting.
• Deep knowledge of IT infrastructure monitoring, observability, cloud and SaaS.
• Able to communicate technical/business value to VP/C-level; cross-functional influence.

🎁 Benefits

• Hybrid work model with London office.
• Great Place To Work and BuiltIn Best Places to Work certified.
• Opportunity to work with AI-led capabilities such as Edwin.
• Global Centers of Energy for collaboration and growth.