Strategic Customer Success Manager

Role Overview

• Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations.
• Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment.
• Develop and nurture 'trusted advisor' relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment.
• Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early.
• Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle.
• Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI.
• Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer.
• Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences.
• Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously.
• Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy.

Requirements

• 3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment.
• Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention).
• Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities.
• Demonstrated ability to 'multithread' across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives.
• Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks.
• Experience in 'High-Touch' onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI.
• Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap.
• Strong familiarity with CRM systems and modern Customer Success tooling

Benefits

• Competitive Salary + Company Equity Scheme
• Remote-First Flexible Working
• Private Health and Dental Insurance (with the option to add dependants)
• Pension Scheme (company contributions increasing with tenure)
• Group Life Assurance of 4 x Salary
• 27 days Paid Holiday (plus Bank Holidays)
• £500 Growth Fund
• £200 Remote Working Fund
• Flexible Bank Holidays + Unlimited Unpaid Holidays
• Company Away Days + Volunteer Charity Day
• Reward and Recognition Programme
• Anniversary Awards