Senior Customer Success Manager (SaaS)

TL;DR

Senior Customer Success Manager (SaaS): Partnering with enterprise clients to ensure value realization and product adoption with an accent on relationship management and commercial acumen. Focus on driving client retention, managing high-ARR portfolios, and optimizing platform usage through data-driven insights.

Location: Hybrid; must be based in the United Kingdom (London or Eashing)

Company

AI-native employee experience platform helping enterprises remove friction, increase clarity, and accelerate productivity.

What you will do

• Act as the primary point of contact and trusted advisor for a portfolio of enterprise customers across various sectors.
• Establish and measure critical success goals and KPIs to determine ROI and value realization.
• Analyze usage data to identify adoption gaps and work with customers to implement improvements.
• Conduct regular business reviews with client stakeholders to evolve platform objectives in line with business requirements.
• Identify renewal risks and collaborate with internal teams to ensure successful contract renewals.
• Educate customers on new features and releases, supporting their implementation.

Requirements

• 7+ years of experience in Customer Success, Account, or Partnership Management.
• Proven experience managing a portfolio with $2M+ ARR.
• Experience managing large multinational organizations with 15,000+ employees.
• Background working within a SaaS environment.
• Experience with digital workplace platforms (e.g., Jive, Interact, Jostle).
• Proficiency in using CSM tools such as Planhat, Salesforce, and Gong.

Culture & Benefits

• Hybrid work model emphasizing a sustainable work-life balance.
• Generous base salary and commission plan.
• Comprehensive benefits: Vitality life cover (health, sight, hearing, dental) and Aviva pension.
• 25 days holiday plus an additional paid day off for your birthday.
• Modern, dog-friendly office spaces with well-stocked kitchens.
• Commitment to sustainability: paid volunteering day, charity donation matching, and EV leasing options.