Customer Success Manager (SaaS)

TL;DR

Customer Success Manager (SaaS): Guiding strategic enterprise customers through digital employee experience adoption with an accent on customer success planning, value tracking, renewals, and expansion. Focus on building executive relationships, delivering DEX workshops, solving complex customer risks, and coordinating cross-functional teams to achieve measurable business outcomes.

Location: Hybrid role based in London, UK, with occasional travel outside the UK.

Company

Digital employee experience management software provider helping enterprise IT teams monitor, diagnose, and optimize employee technology experiences at scale.

What you will do

• Own comprehensive customer success plans for up to 20 strategic enterprise accounts across Europe.
• Guide customers through DEX adoption, including DEXOps implementation, workshops, value realization, and executive business reviews.
• Build trusted relationships with CIO organizations, technical teams, and senior customer stakeholders.
• Track customer health, identify renewal risks, and support on-time renewals and retention targets.
• Identify and coordinate upsell, cross-sell, and professional services expansion opportunities.
• Collaborate with Sales, Solution Consulting, Professional Services, Support, Product, and R&D teams while maintaining accurate CRM data.

Requirements

• 7+ years of experience as a Customer Success Manager in the software industry, supporting large enterprise accounts and SaaS adoption.
• Experience driving customer adoption, value realization, retention, renewals, and expansion.
• Strong business acumen, independent judgment, structured organization, and the ability to manage complex situations.
• Technical understanding of IT operations, IT project delivery, digital transformation, ITSM processes, ITIL, or end-user computing.
• Ability to build rapport across customer hierarchies, including technical teams and C-suite stakeholders, and deliver strong presentations.
• Business-level English is required for customer-facing communication and collaboration.

Nice to have

• Experience with IT project delivery lifecycles and digital transformation initiatives.
• Spanish, French, or German language skills.

Culture & Benefits

• Permanent employment contract with a competitive compensation package.
• Hybrid work model, flexible hours, and unlimited paid time off in addition to 25 vacation days and three company-paid volunteer days.
• Private health insurance for employees and families, life insurance, and Medicash coverage.
• 12% pension contribution, split equally between employee and employer.
• Professional training platforms, parental leave, childcare support, public transportation reimbursement, and fitness membership reimbursement.