Customer Success Manager

Location
London
Job Level
Mid
Sector
Sales
Job Type
Hybrid
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Account Exec

This is an opportunity for a proven CS Manager with 5+ years experience to join an existing CS team of 10 at a marketing SaaS solution provider.

Responsibilities

  • Develop in-depth expertise in the SaaS platform to onboard new customers and maximise their value throughout their contract term.
  • Build and maintain strong, consultant-led relationships with customers, acting as trusted advisor to drive platform usage and renewals.
  • Run white-boarding sessions, creating workflows and regular check-ins with clients.
  • Lead enablement sessions to advise on best practices, share insights from other accounts and drive measurable outcomes.
  • Train customers on new product launches and feature updates to maximise engagement.
  • Multiple stakeholder engagement and multi-threaded relationships to make sure all buyer levels are experiencing the ROI they expected when deciding to buy the platform.
  • Proactively address customer issues in a timely,professional manner, coordinating with internal teams where escalation is needed - the client is working with some of the most prestigious organisations globally with high expectations for service.
  • Act as the internal voice of the customer — providing feedback to the product team to inform the roadmap and working with marketing teams to help coordinate case studies.

Requirements

  • At least 5 years’ experience as a Customer Success Manager or Account Manager where you were the main point of contact for key accounts.
  • Strong understanding of marketing — ideally from working with a marketing solution or directly within a marketing team.
  • Proven success managing enterprise accounts with a 6-figure annual spend.
  • Excellent time management. You will be looking after a rapidly growing customer base
  • Comfortable working autonomously where you will take ownership of your accounts and be responsible for their long-term success.

Opportunity

  • Excellent base + OTE
  • Internal + External trainining opportunities for personal growth
  • Personal development plan with measured and achieveable incentives

About Company

Award winning marketing SaaS solution that helps mid-market and enterprise brands organise and deliver content to drive measurable brand performance through increased audience engagement, data acquisition, and sponsorship activation.

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