Customer Success Manager

Role Overview

As a Customer Success Manager, you will own and grow Swap’s top-tier book of business, acting as a trusted partner to our most valuable and complex customers. This is a senior, high-impact role for someone who thrives in managing senior stakeholders, navigating complexity, and driving meaningful commercial outcomes.

What You Will Do

Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion. Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.

Why It Might Be a Fit

We’re looking for someone with proven experience managing and growing a strategic or enterprise book of business in a SaaS environment, strong commercial acumen, and excellent stakeholder management skills.

Requirements

• Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment
• Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts
• Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders
• Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities
• Strategic thinker who can translate customer goals into clear account plans and execution
• Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity
• Strong communication skills, both written and verbal, with the ability to simplify complex topics
• Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar)

Benefits

• Competitive base salary
• Stock options in a high-growth startup
• Competitive PTO with public holidays additional (and your birthday off!)
• Pension contributions
• Private health
• Gym and wellness benefits
• Mental health benefits
• Quarterly team offsite budget
• Thursday happy hour
• Breakfast Mondays