Customer Success Manager (SaaS)

Location: London, England; the role may follow a hybrid-remote or in-office schedule.

Annual on-target earnings pay range: £67,000–£92,500 GBP, including base salary and commission.

Company

Builds a search and product discovery platform that processes more than 1.7 trillion queries annually for over 18,000 customers, with a focus on trusted, measurable customer experiences.

What you will do

• Manage post-go-live customer accounts, increasing adoption, value realization, retention, and growth.
• Lead user enablement through product training and provide proactive recommendations for platform optimization.
• Partner with Solutions Architects on project management and technical requirements for implementations.
• Track account metrics, document solution ROI, and identify opportunities for expansion.
• Identify churn risks, analyze lost accounts, and coordinate internal resources to resolve issues.
• Represent customer needs internally and collaborate with Account Executives and Renewal Account Executives.

Requirements

• Fluency in English.
• 2–3 years of relevant experience in customer success, account management, digital consultancy, or project management, preferably in SaaS.
• Experience managing a portfolio of accounts and supporting a highly technical product.
• Strong relationship-building, presentation, written, and verbal communication skills.
• Ability to prioritize work, drive decisions, resolve issues, and manage customer engagements through completion.
• Availability to work from London, England in a hybrid or in-office arrangement.

Nice to have

• Fluency in Italian or another additional language.

Culture & Benefits

• Flexible workplace model emphasizing impact, contribution, and output.
• Autonomy to choose where and when to work, depending on role requirements.
• Values centered on grit, trust, candor, care, and humility.
• Inclusive, diverse, and collaborative work environment.