Customer Success Manager, Scaled Customers

The company

• Privately owned but heavily VC-backed category defining SaaS solution.
• Fast growing scale-up with a global client base and an ARR exceeding $24mil.
• Multi-module and taking full advantage of AI to drive efficiencies across critical functions within businesses.

The opportunity

Join this fast-growing organisation as their first Customer Success hire focussed on scaled/digital engagement.

This is everything you’d expect from an exceptional, commercially savvy CSM, but with the requirement to utilise data, technology and digital engagement to maximise coverage and create a tech-led customer strategy that can be scaled with the client base.

You’ll own a larger book of c.90 accounts, owning everything post sale, including retention and carry an NRR target.

Importantly, you’ll ork with the Director of Customer Success to maximise the use of their CSP – Planhat, and create materials enabling one-to-many engagements, new product demos and platform enablement.

The ideal candidate

• Prior experience in a B2B Customer Success role within a start or scale-up SaaS business.
• Genuine scaled / digital CS experience where the portfolio size is larger and the engagement strategy is lighter, scalable and digitally focussed.
• A data smart operator that can look at what the data says and make/take proactive actions to drive successful customer outcomes.
• Provable commercial success where they have grown account bases through upsell, product adoption or contract renewal increases (NRR performance of 105%+)
• Competency with the creation and delivery of digital content for client engagement (webinars, videos, training collateral).
• A self-motivated operator and quick learner. Someone that can get to grips with the product quickly, think on their feet and provide confidence and competence where they might be uncertain.
• A strong relationship builder who can quickly establish confidence from time poor, tough to engage decision makers.
• UK based with full right to work and ability to access a London office 2x a month.

Desirable:

• Fluent in Dutch or Flemish.
• Experience or exposure to the legal space or legal end-users.
• CSP experience (ideally with Planhat)

What's in it for you

• A base salary up to £72k with a quarterly bonus based on NRR Attainment (c.£10k)
• A remote first setup with 2x a month in a London office.
• A genuine adult working environment. School drop off, dog walks, gym session – all fine as long as the work is getting done!
• Wellness budget and health insurance.
• Share options.

And more.