Senior Customer Success Manager

Want to be part of a fast growing SaaS company as it builds out its customer success function? 

Our client is a high growth SaaS startup that is currently building out its customer success function, giving you the opportunity to help shape something from the ground up. 

The company, which sells enterprise software to finance teams, has doubled revenues year over year for the last two years. Having completed their Series A in 2022, the company now has over 50 employees who are all UK-based.  

You will be expected to be in their central London office (Old Street) two days per week. 

What’s in it for you?

Join a stable and profitable Series A Scaleup

Help shape the processes and systems 

Work in a fast-paced and collaborative environment 

Key responsibilities of the Senior Customer Success Manager

Reporting to the Head of Customer Success, you’ll be responsible for the implementation, adoption, and expansion of key accounts with ARR in excess of £1.5 million. Day to day, you’ll be involved in:

Onboarding: onboard new customers and help them get the most out of the company’s solutions, constantly innovating new ways of doing this 

Customer Success: proactively support the customers day to day, introducing new features to them and solving their problems

Renewals: manage contract renewals, focus on minimising client churn, and actively promote the adoption of additional offerings, aiming to enhance contract values

Technical Support: efficiently handle and resolve both technical and general inquiries, ensuring effective problem-solving

Training: organise and lead training sessions, producing the materials to support this

Customer Advocates: identify customer advocates and work with marketing to produce customer testimonials 

Account Expansion: work closely with the sales team to identify opportunities to expand accounts 

Voice of the Customer: represent the voice of the customer in workshops with product teams 

Customer Satisfaction: retain clients, make them happy and measure the success of this 

Skills and experience the Senior Customer Success Manager must have

Customer Success experience in the enterprise SaaS space 

Excellent communications skills, both in writing and in person

An aptitude for technology, being analytical and solving problems 

Salary and benefits for the Senior Customer Success Manager role

£55,000 – £60,000 basic, plus £8,000 bonus and benefits 

If this vacancy interests you, we’d be delighted to hear from you.