Strategic Customer Success Manager (AI)

Location: London, United Kingdom; hybrid role requiring office attendance 3 days per week.

Company

AI video software company developing visual communication and enterprise skill development products for businesses.

What you will do

• Own a book of enterprise accounts across the UK and Europe and build trusted-advisor relationships.
• Drive product adoption, retention, growth, and measurable customer ROI.
• Partner with Sales to deliver cohesive onboarding experiences and educate clients on creating video content.
• Lead regular customer check-ins with clear outcomes, including client health and growth opportunities.
• Engage stakeholders from day-to-day users through the C-suite in business-level and technical conversations.
• Use the platform for light video editing and help customers become product champions.

Requirements

• Customer-facing experience in Customer Success Management, Client Service, Account Management, Technical Account Management, Implementation, or a similar role, ideally in B2B SaaS.
• Experience managing a Book of Business and associated KPIs.
• Track record of managing risk, forecasting, and identifying growth opportunities.
• Ability to establish trusted-advisor relationships and drive value from products and services.
• Experience successfully onboarding new clients and building key relationships during the first critical months and beyond.
• Experience coordinating and leading regular client check-ins with clear outcomes and senior stakeholder attendance.
• Fluent English.
• Based in London and able to work from the office 3 days per week in a hybrid arrangement.

Nice to have

• Experience at a fast-growing technology company.
• Familiarity with AI or video tools.

Culture & Benefits

• Opportunity to work at a fast-growing software company.
• Competitive salary reflecting experience, skills, and role scope.
• Equity and benefits.
• Collaboration with Sales and senior customer stakeholders.