Enterprise Customer Success Manager (AI)

TL;DR

Enterprise Customer Success Manager (AI/Martech): Managing post-sale relationships with strategic global accounts to drive value and platform expansion with an accent on executive stakeholder engagement and navigating complex enterprise politics. Focus on maximizing Net Revenue Retention (NRR), leading executive business reviews, and guiding C-suite stakeholders through marketing transformation.

Location: Hybrid in London, UK; requires 30-50%+ travel to UK and international customer sites

Company

An AI-powered referral marketing and micro-influencer platform serving over 500 global brands.

What you will do

• Own the post-sale relationship for strategic enterprise accounts, serving as a trusted advisor and executive sponsor.
• Build and maintain C-suite and VP-level relationships (CMOs, CEOs, CTOs) to align platform ROI with board-level priorities.
• Manage complex, multi-workstream programs coordinating across CRM, Marketing, Data, and IT teams.
• Drive Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) through strategic upsells and contract renewals.
• Lead enterprise onboarding and develop tailored Success Plans with measurable KPIs.
• Act as the Voice of the Customer to influence the product roadmap, pricing, and packaging decisions.

Requirements

• 5+ years in Customer Success or Strategic Account Management, with at least 3 years focusing on large enterprise or global accounts.
• Proven experience managing executive-level relationships (VP and above) within large, matrixed organisations.
• Demonstrable history of retaining and growing revenue within an enterprise portfolio.
• Must be based in London and able to travel 30-50%+ of the time to customer locations.
• Proficiency in using AI tools to support research, reporting, and scaling personalisation.

Nice to have

• Background in Martech, CRM, or marketing automation.
• Familiarity with advocacy, referral, or loyalty marketing concepts.
• Experience working with SMB or mid-market customers.

Culture & Benefits

• Hybrid working model.
• Private medical insurance (Vitality) including mental wellbeing, dental, and vision.
• Life insurance and enhanced parental leave.
• 25 days annual leave plus public holidays and additional Celebration Days.
• Provision of modern tech equipment (Macs).