Act as a consultant to some of our highest-tier customers; building CSPs, monitoring value realisation and preparing & presenting success metrics to C-Suite.
Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.
Consistently monitoring customer health & engagement.
Proactively identifying churn risk and engaging internal stakeholders.
Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders to drive change across the organization.
Proactively triage technical and non-technical queries and identify solutions with efficiency.
Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.
Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap.
Communicate product deliverables and timelines to customers.
Work collaboratively with the commercial and technical teams to find the best product solutions.
Work with the other AMs, founders and commercial teams on strategic topics e.g., market trends & competitor analysis

You have relevant experience in Customer Success/Account Management and/or Sales and/or Project Management in a fast-paced tech company.
You have ample experience in managing complex customers.
You have a proven track record of identifying at-risk customers and driving complex resolution plans.
You ideally have proven success in managing cross-sells, upsells and renewals.
You are a speedy learner with the ability to grasp new technologies, product features & processes quickly and use that knowledge to educate your customers.
You are a good time manager & well-practised at prioritisation, maximising both your own time and that for others.
You have strong attention to detail, with experience managing multiple complex work streams at once.
You are confident, high energy and personable with proven success of building relationships.
You have robust analytical and problem-solving skills.
You’re a “do-er”, excited to make a difference and are passionate about delivering exceptional customer experiences.

Competitive salary of £40,000
£50,000 depending on experience + £8,000 commission
27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
Hybrid working with two days a week from our dog-friendly Hoxton office
On-site gym and cycle to work scheme
Employee discount at over 100 retailers
Comprehensive private medical & dental cover with Vitality
Enhanced parental leave pay
Learning & development culture – £1,000 personal annual budget
We’re carbon-neutral and are working towards ambitious carbon reduction goals
Lots of team socials & activities
Annual team retreat

Account Manager / Customer Success Manager

Key skills