Manage a portfolio of Enterprise customers
Build strong relationships with multiple stakeholders, including senior leaders
Develop a deep understanding of customer goals, challenges, and success metrics
Drive adoption, value realisation, and long-term customer outcomes
Lead Executive Value Reviews and strategic customer conversations
Identify risks early and support retention and renewal efforts
Spot cross-sell and upsell opportunities and partner with Sales to progress them
Act as the voice of the customer, sharing insights with Product and internal teams
Maintain clear account plans and CRM data

5+ years’ experience in Customer Success, Account Management, or a similar role within a SaaS environment
Proven experience managing complex, enterprise-level accounts with multiple stakeholders
Strong track record of driving retention, renewals, and expansion
Experience owning or supporting commercial outcomes (NRR, renewals, upsell/cross-sell)
Comfortable operating in long-term, relationship-driven environments
Ability to engage and influence senior stakeholders, including Director and C-suite level
Strong commercial awareness and consultative approach to customer conversations
Experience with CRM and customer success tools (e.g. Dynamics, Salesforce, Planhat or similar)

Senior Customer Success Manager

Key skills