Senior Customer Success Manager (AI Search)

Location: London, England; hybrid-remote or in-office schedule depending on the role.

On-Target Earnings: £83,500–£116,000 GBP annually, including base salary and commission.

Company

AI Search and discovery technology platform serving more than 18,000 businesses and processing over 30 billion search requests weekly.

What you will do

• Drive adoption, value realization, retention, and growth across post-go-live customer accounts.
• Enable users through product training and provide proactive recommendations for platform optimization.
• Partner with Solutions Architects on project management and technical requirements for customer implementations.
• Document solution ROI, track key account metrics, and identify expansion opportunities.
• Identify churn risks, analyze lost accounts, and work with Account Executives and Renewal Account Executives to improve retention.
• Resolve account issues through cross-functional collaboration and represent customer feedback internally.

Requirements

• Fluent English required.
• 4+ years of relevant experience in customer success, account management, digital consultancy, or project management.
• Experience working with a portfolio of accounts and supporting a highly technical product, preferably in a SaaS business.
• Ability to establish relationships, communicate effectively at all organizational levels, and deliver presentations.
• Ability to set priorities, drive decisions, close issues, and influence continuous improvement.
• Experience managing customer engagements through completion and customer satisfaction, with strong time-management skills.

Nice to have

• Experience in a SaaS business.
• Knowledge of a secondary language.

Culture & Benefits

• Flexible workplace model with autonomy over where and when to work, subject to the role's location and schedule.
• Hybrid-remote and in-office work options are available for eligible roles.
• Culture built around grit, trust, candor, care, humility, autonomy, diversity, and collaboration.
• Global office presence in Paris, New York City, London, Sydney, and Bucharest.