Sr. Customer Success Manager (SaaS)

Location: London; hybrid work arrangement

Company

A global design and software technology company specializing in typefaces, font technologies, and SaaS solutions for brands and creative professionals.

What you will do

• Manage a defined portfolio of low- to mid-touch accounts and build trusted relationships with users and stakeholders.
• Lead enterprise onboarding, platform configuration, live training, and workflow walkthroughs, targeting completion within approximately 90 days.
• Use automation tools, standardized playbooks, and defined metrics to track onboarding progress and customer engagement.
• Collect customer feedback, analyze usage patterns, identify friction points, and share insights with Product and Support.
• Identify at-risk accounts, perform root-cause analysis, and coordinate mitigation plans.
• Support renewal preparation and expansion conversations in partnership with Sales.

Requirements

• 5+ years of experience in Customer Success, onboarding, support, or operations in a SaaS environment.
• Experience managing customer relationships and driving adoption in a structured, metrics-driven role.
• Strong written and verbal communication skills, including customer presentations and training delivery.
• Proficiency with CRM systems and automation tools; experience with customer success platforms is advantageous.
• Excellent organizational, time-management, and problem-solving skills with the ability to manage multiple accounts.
• Ability to follow and improve standardized processes while maintaining a customer-first approach.

Culture & Benefits

• Hybrid work arrangements and competitive paid time off.
• Comprehensive commercial medical insurance coverage.
• Competitive compensation with a corporate bonus program.
• Creative, innovative, and global working environment.
• Professional onboarding, training, development opportunities, and internal mobility.
• Pension scheme, recognition programs, and employee events.