Senior Customer Success Manager

• As a Senior Customer Success Manager, you will own the post-sale relationship with our most valuable accounts; complex organisations with multi-stakeholder buying committees, and sophisticated technical environments. You will be the trusted advisor and executive sponsor these customers rely on to realise value, expand their use of the platform, and become champions of our product inside their organisations
• This role demands someone who is genuinely comfortable operating at the most senior levels of a large businesses. You will spend the majority of your time on-site with customers, building relationships across the levels of their business, challenging conventional thinking, and guiding organisations through significant changes in how they approach marketing, customer acquisition, and advocacy
• This is not a remote-first, reactive role. It requires presence, gravitas, and the ability to navigate the complexity and politics that come with managing relationships inside complex organisations
• You must be willing and able to travel 30% or more of your time to customer locations across the UK and internationally
• Executive Stakeholder Engagement
• Build and own trusted relationships at C-suite and VP level across your portfolio, including CMOs, CEOs, CTOs, and their direct reports, ensuring you are seen as a strategic partner rather than a vendor contact
• Develop a deliberate executive engagement plan for each account, mapping influence, stakeholder mapping, and building relationships that exist independently of any single point of contact
• Lead and facilitate executive business reviews (EBRs) that speak the language of business outcomes, not product features. Connecting platform ROI to board-level priorities
• Be unafraid to challenge executive stakeholders constructively, pushing back on misaligned strategies and guiding large organisations out of their comfort zone when it serves their long-term success
• Navigating Large Enterprise Organisations
• Chair and lead complex, multi-workstream programmes within accounts of different sizes, coordinating across CRM, Marketing, Customer Experience, Data, and IT teams simultaneously
• Navigate the internal politics, competing priorities, and slow decision-making cycles that characterise organisations in different industries, building coalitions of support and maintaining momentum through change
• Identify and develop internal champions at multiple levels of the organisation, ensuring adoption and advocacy is not reliant on a single sponsor
• Manage complex stakeholder matrices with diplomacy, patience, and strategic intent, knowing when to escalate, when to push, and when to listen
• Account Growth & Revenue
• Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets for your portfolio of enterprise accounts
• Proactively identify and qualify expansion opportunities, including upsell, cross-sell, and new use cases
• Lead commercial negotiations for renewals and multi-year contract expansions, building a compelling business case grounded in demonstrated value
• Understand the procurement and budget cycles of businesses and plan your commercial engagement accordingly
• Value Realisation & Onboarding
• Lead the onboarding of new enterprise customers, orchestrating cross-functional internal teams (Operationss Support, Product) to deliver fast, measurable time-to-value
• Co-develop tailored Success Plans with each customer that map platform capabilities to their specific strategic objectives, with clear milestones and measurable KPIs
• Act as a subject matter expert on the platform and its application to marketing, CRM, advocacy, and organic growth, guiding customers through the adoption lifecycle with authority and confidence
• Voice of the Customer
• Represent the customer’s perspective and interests internally, synthesising feedback from across your portfolio to influence product roadmap, pricing, and packaging decisions
• Develop referenceable customers and support Marketing with case studies, testimonials, event speakers, and community participation
• Collaborate with the marketing team to support client retention and advocacy initiatives, positioning your accounts as proof points for the platform’s impact

Benefits

• Equipment for your home-working setup
• Flexibility in how you work
• A MacBook
• Private medical insurance with Vitality
• Mental health support through our partners Vitality and YuLife
• Immediate online access to a GP
• Turn steps into vouchers for ASOS, Amazon, M&S and more through our partner YuLife
• Enhanced sick pay
• Discounts at FiiT, Fitbit, Hussle, Garmin devices and Classpass
• Cycle to Work Scheme offering tax savings on a bike and accessories
• 25 days plus public holidays and an extra day for every year as a Mentioneer (up to 5)
• 2 annual celebration days (for a religious holiday, wedding, birthday or any other occasion special to you)
• 2 paid volunteering days
• Life insurance (including 4x base salary pay-out)
• Up to 10 days of compassionate leave
• 3% pension contribution
• Enhanced parental leave
• Vibrant and welcoming offices in Vauxhall, London and Boston, USA
• Quarterly company socials and monthly pub drinks
• Harry Potter-style house competitions (previous ones include Bake Off and music videos)
• Mention Me clubs, ranging from running to poker and board games
• A well-stocked drinks fridge and snack cupboard
• Weekly massages
• Share options
• Annual learning & development budget
• Coaching & mentoring

• 5+ years in a Customer Success, Strategic Account Management, or Management Consulting role, with a minimum of 3 years working exclusively with strategic accounts
• Demonstrable history of retaining and growing revenue within a large portfolio, with clear examples of upsell and expansion driven through relationship-led strategy
• Background in Martech, CRM, CDP, marketing automation, or data-driven marketing technology strongly preferred; experience as a CRM or marketing practitioner is a significant advantage
• Enterprise navigator: you understand how complex organisations work: the politics, the approval structures, the competing agendas. You find a way through, not around
• Proven, demonstrable experience building and managing executive-level relationships (VP and above) within large, matrixed organisations, this is non-negotiable
• Consultative and curious: you ask the right questions, listen deeply, connect business challenges to platform solutions, and tailor your approach to each organisation’s maturity and goals
• Data-driven: you are comfortable using usage data, dashboards, and ROI analysis to substantiate your recommendations and build compelling narratives for renewal and expansion. You identify solutions to optimise processes to make decisions faster, with less risk
• Highly organised: you manage a complex, high-value portfolio without dropping the ball, and you know when to delegate versus when to stay close
• A track record of successfully navigating complex organisations of different sizes, industry and geography: managing multiple stakeholder groups, chairing cross-functional programmes, and sustaining engagement across long sales and success cycles
• Commercially sharp: you identify expansion signals early, build compelling business cases, and understand how to structure commercial conversations with enterprise procurement teams. You are data driven, metric savvy and effective forecasting
• Executive presence: you are credible, composed, and confident engaging with senior stakeholders. They respect your perspective and value your counsel
• Fearless challenger: you are comfortable pushing back on C-suite stakeholders, guiding large organisations through uncomfortable change, and standing firm when it is in the customer’s best interest. You are influential, credible and professional
• Approaches AI as a practical tool for doing better work; whether that’s faster research, sharper prep for client calls, or smarter prioritisation. Should use it to support reporting, analyse health signals and scale personalisation
• Comfortable with 30%+ travel to customer sites, predominantly UK with some international travel required