Guide customers from their initial engagement with the platform through to full adoption
Manage the full customer lifecycle, supporting clients from pre-sales pilots through onboarding, growth, and renewal
Monitor usage trends, track account health in real time, and step in early where needed
Partner closely with the Account Executive on each account
Contribute during the pre-sales phase for complex pilots and structured evaluations
Define the Customer Success Plan (CSP) and drive each client toward a clear first-value milestone tied to real work
Expand usage from individual users to organisation-wide adoption
Begin renewal planning six months ahead, maintaining visibility of growth opportunities

3+ years in enterprise Customer Success or account management within B2B SaaS or professional services technology
Strong strategic thinking with the ability to execute effectively
Proven experience managing renewals and driving account expansion
Confidence engaging senior stakeholders, beyond day-to-day contacts
Familiarity with CS tools such as HubSpot, Planhat, Gainsight, ChurnZero, or similar
Strong written communication skills
London-based, with availability to work from the office 2–3 days per week
Domain expertise is essential
Background or qualifications in legal, accounting, or finance is desirable
Understanding of compliance considerations in technology adoption
Interest in leveraging AI to enhance Customer Success workflows and client experience

Competitive salary with performance-based bonus
Flexible working model combining office, remote work, and travel
Learning and development budget
Opportunity to join a high-growth, early-stage company redefining how complex industries operate
High-impact role with meaningful influence on both company growth and client success

Customer Success Manager

Key skills