Technical Customer Success Manager

This is a flexible position and has the option of working in our London office full time, hybrid throughout the week or working entirely remotely. The Technical Adoption Manager is responsible for driving product adoption, ongoing optimization, and the technical health of Vena’s platform for assigned customers following implementation. Leveraging deep product and systems expertise, this role provides hands-on technical guidance to enable effective workflows, resolve configuration and performance challenges, and ensure customers continue to realize value from their Vena solution. This role supports customers with elevated risk, complexity, or churn exposure and owns technical health and adoption outcomes for these accounts. Acting as a trusted advisor, the Technical Adoption Manager partners closely with customers and Account Managers to support evolving business requirements, guide architectural and configuration decisions, and proactively identify risks and opportunities across the customer lifecycle. Through strong ownership of customer health and adoption outcomes, this role plays a key part in maximizing platform usage, supporting renewals and expansion, and mitigating churn through proactive technical enablement. How You'll Make an Impact Drive product usage and enable customers to effectively use their Vena solution to achieve intended business outcomes Partner with customers and internal teams to create and execute adoption plans aligned to Customer Health and Renewal Playbook strategies Shape and guide architectural and configuration changes to help customers fully realize the benefits of the Vena platform Take ownership of adoption and retention-related KPIs, including NRR/GRR, product utilization metrics, and customer adoption score Monitor product usage and customer health signals to identify risks, opportunities for improvement, and areas requiring intervention Manage multiple customer health plans concurrently, ensuring timely delivery of activation, adoption, and value realization initiatives Identify and address adoption challenges by working cross-functionally to deliver effective solutions Serve as a trusted customer advocate and advisor, representing customer needs internally to influence product roadmaps, features, market offerings, and events while also guiding customers on best practices for reporting, planning and budgeting to maximize the platform Lead and coordinate resolution of technical, configuration, and performance-related issues in partnership with Account Managers, Adoption Consultants, and Solution Architects Identify and develop customer advocates while supporting customer education through training sessions, webinars, and enablement initiatives that showcase success stories and drive adoption Travel as needed to client events and on-site engagements We'd Love to See 5+ years of experience in Technical Account Management, Customer Success, Professional Services, or Technical Consulting within a SaaS organization Experience supporting complex customer environments, high-risk accounts, or retention-focused initiatives; FP&A or Accounting experience preferred Hands-on experience implementing, configuring, or supporting complex SaaS solutions, with the ability to understand and explain end-to-end customer architectures Proven experience leading technical discussions, troubleshooting issues, and guiding solution design or remediation efforts Experience managing a portfolio of customers with a strong track record of delivering high-quality customer outcomes Strong organizational, time management, and prioritization skills, with the ability to manage multiple workstreams and shifting priorities Ability to meet milestones and deadlines while maintaining accuracy, reliability, and attention to detail Comfortable working independently in a self-managed environment while collaborating effectively within cross-functional teams Demonstrated problem-solving skills, including the ability to identify gaps in process or execution and proactively recommend improvements Experience using CRM and Customer Success tools such as Salesforce, Gainsight, or similar platforms Base salary range 72,803 - 98,498 GBP *Our salaries are tailored to roles, levels and locations. Your individual pay within this range is influenced by factors like work location, skills, experience and education. As you progress in your role, your compensation may adapt, offering flexibility for growth beyond initial levels. For specifics, your recruiter will provide details and address any questions during the hiring process.