Description
We are looking for a
top-performing, strategic, and commercially driven Customer Success Manager
to manage a portfolio of ~23 enterprise accounts across the UK and surrounding region.
This role owns
retention and expansion revenue (Net Dollar Retention)
for the assigned book of business. You will work closely with an Account Manager, sharing expansion targets and building a strong pipeline within your accounts.
This is a
high-impact, fast-paced role
that requires someone who thrives under pressure, can manage complexity, and consistently delivers results with enterprise customers.
Key responsibilities
Customer ownership & strategy
Own and manage a portfolio of enterprise customers, acting as the primary point of contact for customer success.
Build and execute
account-specific success plans
aligned to customer business objectives.
Develop a deep understanding of each customer’s environment, goals, and challenges.
Retention & Expansion
Drive
NDR
across your book of business.
Partner with the Account Manager to
identify, build, and progress the expansion pipeline
.
Proactively mitigate risk and ensure strong renewal outcomes.
Value realisation (critical)
Ensure customers achieve
real, measurable value
from the platform.
Define, track, and review
KPIs with customers
tied to business outcomes.
Translate product usage into
business impact and ROI
.
Adoption & AI focus
Lead initiatives to drive
product adoption
, with a strong focus on
AI capabilities
.
Guide customers in embedding AI into their workflows to improve efficiency and outcomes.
Track adoption metrics and tie them directly to value realisation.
Executive engagement
Conduct
Executive business reviews
with senior stakeholders.
Build relationships with decision-makers and influencers across the organisation.
Lead both
remote and onsite meetings
to align on strategy, goals, and outcomes.
Data-driven storytelling
Leverage customer data and insights to:
Build
business cases
Develop
ROI/value calculators
Support expansion opportunities and strategic initiatives
Requirements
5+ years of experience managing enterprise customers in a SaaS environment
, specifically within the
UK market
Proven track record of driving
retention and expansion (NDR ownership)
Experience working with and leveraging AI-driven products or tools, with the ability to translate AI capabilities into business value
Strong experience in:
Building and executing
customer success plans
Driving
product adoption and measurable outcomes
Conducting impactful
EBRs with senior stakeholders
Experience partnering with Account Managers on
pipeline generation and revenue growth
Strong analytical skills – able to turn data into
clear business value narratives
Willingness and ability to travel for
onsite customer engagement