Customer Success Manager - Enterprise (SaaS)

TL;DR

Customer Success Manager - Enterprise (SaaS): Managing long-term health and retention of a portfolio of large brands and agencies with an accent on relationship building, solution embeddedness, and driving business outcomes. Focus on executing strategic account plans, maximizing product adoption, and coordinating with cross-functional teams to ensure customer value.

Location: Remote (must be based in the United Kingdom)

Company

Global leader in consumer and media intelligence, engagement, and communication solutions.

What you will do

• Own retention for a portfolio of enterprise accounts, managing renewals and collaborating on Quarterly Business Reviews (QBRs).
• Build trusted relationships with executive stakeholders to align solutions with business goals and long-term strategy.
• Drive product adoption by overseeing the onboarding journey and leading training and best practice initiatives.
• Expand account value by increasing adoption across different teams, departments, and use cases.
• Act as the voice of the customer by identifying and escalating product feedback to the product team.
• Maintain accurate customer records and renewal information in CRM and customer success systems.

Requirements

• 3+ years of experience in a customer-facing role, preferably within SaaS or a similar technology environment.
• Proven track record of managing large, complex enterprise accounts with multiple stakeholders.
• Strong understanding of social media platforms and social listening/monitoring tools.
• Ability to develop and execute strategic account plans to drive strong retention and renewal outcomes.
• Proficiency with CRM and CS tools such as Salesforce, Gainsight, Zendesk, Zuora, or JIRA.
• Must be already based in the United Kingdom.

Nice to have

• Proficiency in Spanish or French.
• Familiarity with Boolean search logic and data analysis.

Culture & Benefits

• Comprehensive benefits including a Group Personal Pension Scheme and Life Assurance.
• Health and wellness perks: Healthcare cash plan, Dental Insurance, and Gym Subsidy.
• Work-life support: Virtual GP and Employee Assistance Programme (EAP).
• Additional perks: Cycle to Work scheme, Discounted Dining, and BenefitHub retail discounts.
• Commitment to diversity, equity, and inclusion as a recognized "Top Diversity Employer".