Commercial Customer Success Manager (SaaS)

TL;DR

Commercial Customer Success Manager (SaaS): Leading onboarding and adoption for a high-volume portfolio of growth-oriented companies with an accent on maximizing time to value and driving renewals. Focus on scaling success through refined playbooks, identifying retention risks, and collaborating cross-functionally to champion the customer voice.

Location: Must be based in London and commit to working from the office at least 3 days a week

Salary: £65K – £97K + Equity + Commission

Company

An AI-powered incident response platform designed to help teams reduce response time and improve system reliability.

What you will do

• Lead onboarding and adoption for a high-volume portfolio of Commercial customers via 1:1 engagement and scalable programs.
• Serve as a trusted advisor, helping customers navigate product usage and align on critical business outcomes.
• Identify risks and blockers early to advocate for retention and product expansion through data-backed insights.
• Collaborate with Product, Engineering, Sales, and Marketing to champion the voice of the Commercial customer.
• Scale success by refining playbooks and automating repeatable tasks to drive customer outcomes.

Requirements

• Proven experience in Customer Success or Account Management managing SMB or Mid-Market SaaS customers.
• Exceptional relationship-building and communication skills for personalized value delivery at scale.
• Strategic and analytical mindset to connect customer outcomes to business impact.
• Ability to operate autonomously and adapt to shifting priorities in a fast-paced, early-stage environment.
• Ability to work from the London office at least 3 days per week.

Culture & Benefits

• Market-leading private medical insurance and enhanced pension/401k.
• Competitive salary, equity, and a personal development budget.
• Generous parental leave and annual leave/PTO allowance.
• Unique perks such as the first Friday of every month off.
• Flexible hybrid work arrangement within the London office.