Senior Customer Success Manager
Senior customer success leader managing complex enterprise accounts, driving renewals and expansion, and building scalable customer success operations. Requires 8+ years in Customer Success or Account Management, enterprise experience, strong commercial judgment, and comfort working in ambiguity.
About the job
Responsibilities
- Own a portfolio of high-potential, high-complexity enterprise accounts.
- Drive the full renewal cycle and improve retention.
- Multithread across stakeholders to build broad, embedded relationships.
- Identify commercial opportunities through value-based conversations and drive expansion.
- Develop scalable playbooks for customer success, renewals, and expansion.
- Help select, implement, and evolve customer success tooling and the GTM technology stack.
- Define and refine customer success KPIs and dashboards.
- Translate customer insights into product feedback and influence the roadmap.
- Collaborate with Sales on account planning and pre-to-post-sale handoffs.
- Partner strategically with Product, Sales, and leadership.
Requirements
- 8+ years of experience in Customer Success or Account Management.
- Demonstrated ownership of revenue, including renewals and expansion.
- Enterprise experience with complex organizations, long sales cycles, and strategic conversations.
- Commercially driven approach, including comfort discussing numbers and pursuing upsell opportunities.
- Ability to build processes and customer success motions from scratch.
- Excellent communication skills, including leading executive conversations and translating technical concepts.
- Experience with modern GTM tools and implementing operational systems.
- Ability to work effectively in a fast-paced startup environment.
Compensation
- £70,000–£90,000 per year.
- Bonus, equity, and benefits.
Skills
Customer Success, Account Management, Renewals, Expansion Sales, Enterprise Accounts, Account Planning, Gtm Technology, Customer Success Playbooks, Kpi Dashboards, Product Feedback, Executive Communication, Stakeholder Management
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