Senior Customer Success Manager

Role Overview

As a Senior Customer Success Manager on our Enterprise team, you will manage a portfolio of customers, leveraging data and analytics to prioritize focus, mitigate churn risks, and drive value realization. You will lead customer onboarding, adoption, and retention, while building out new CSM processes and best practices.

What You Will Do

Your day-to-day responsibilities will include managing customer onboarding, value foundation and alignment, adoption and value realization, data-driven portfolio prioritization, retention and churn reduction, process building and strategy contribution, and customer issue resolution.

Why It Might Be a Fit

To thrive in this role, you will need strong data and analytics skills, experience in Customer Success in a SaaS or technology environment, and the ability to manage a larger-than-average Enterprise portfolio without sacrificing customer health or satisfaction.

Requirements

• Customer Success Background: Strong experience in Customer Success in a SaaS or technology environment.
• Heavy Data & Analytics Focus: Proven expertise in analyzing complex customer data, usage metrics, and health scores to prioritize time, make fast decisions, and drive proactive interventions across a large portfolio.
• Stakeholder Management & Executive Engagement: Proven track record of engaging C-level executive customers to demonstrate tangible ROI, successfully navigating complex organizations, and identifying and unlocking key decision-makers and internal champions.

Benefits

• Competitive base salary with a capped commission structure + company bonus
• 25 days holiday plus two (paid) volunteering days a year
• Rich learning and development opportunities
• Pension and life insurance
• Health cash plan, online GP, 24/7, Employee Assistance Plan
• Full access to Headspace, a popular mindfulness app
• Paid parental leave
• Season ticket loan and a cycle-to-work scheme
• Access to over 4,000 deals and discounts
• Independent financial advice and free standard professional mortgage broker advice

Tagged as: Data Analysis