Strategic Customer Success Manager
Own and grow two strategic UK telecom accounts through adoption, delivery, renewals, and expansion. The role requires 5+ years in customer success or strategic accounts, enterprise experience, strong program management, and confidence working with technical integrations and executive stakeholders.
About the job
Responsibilities
- Own the two largest UK accounts, with accountability for retention, growth, and outcomes.
- Build and execute multi-year strategic customer initiatives aligned with customer goals and the company roadmap.
- Drive engagement, adoption, and value by translating product capabilities into measurable business impact.
- Lead day-to-day end-to-end delivery and complex programs through production.
- Identify and support expansion opportunities, including upsell, cross-sell, and new use cases.
- Build senior relationships and lead QBRs, influencing customer strategy and direction.
- Coordinate across Sales, Product, Engineering, and Support.
- Manage risks, escalations, and performance to ensure consistent delivery and customer success.
Requirements
- 5+ years of experience in Customer Success, Strategic Accounts, or similar roles in SaaS or platform businesses.
- Experience managing large, complex enterprise customers with 7-figure or multi-million ARR.
- Strong track record across the full post-sales lifecycle, including adoption, delivery, renewals, and growth.
- Solid program management skills and comfort leading complex, cross-functional initiatives.
- Confidence operating in technical environments involving APIs, integrations, and pilots or proofs of concept.
- Strong stakeholder management skills, including executive-level engagement.
- Highly proactive, data-driven, and comfortable operating in ambiguity.
Nice to Have
- Experience in telecommunications or highly regulated enterprise environments.
- Background in voice technology, network security, or AI-driven products.
Compensation and Benefits
- 25 days of holiday plus bank holidays.
- Salary sacrifice pension with a 4% employer contribution.
- Paid parental leave.
- Private medical, dental, and vision insurance.
- Life insurance worth 2x salary.
- Charity donation matching up to $1,000 per year.
- Work-from-home equipment stipend.
- $1,000 annual professional development budget.
- Onsite gym.
- Lunch provided three times per week.
Skills
Customer Success, Strategic Accounts, SaaS, Program Management, APIs, Integrations, Proofs Of Concept, Stakeholder Management, Executive Engagement, Telecommunications, Network Security, Artificial Intelligence
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