Customer Success Manager

Role Overview
We are seeking an experienced, highly capable Customer Success Manager to own the customer success lifecycle from onboarding through adoption, expansion, and renewal.

This is a senior, customer-facing role at the intersection of the customer, product, engineering, and sales teams. You will be the primary point of contact for your accounts — responsible for understanding their business objectives, coordinating delivery across internal teams, leading presentations and reviews with senior stakeholders, and ensuring customers realise measurable value from our solutions.

The role suits someone equally comfortable discussing technical details with an engineering team and business outcomes with an executive audience, and who takes full ownership of outcomes rather than waiting for direction.

Key Responsibilities

Customer Ownership and Relationship Management

• Act as the primary point of contact and trusted advisor for a portfolio of customer accounts.
• Build and maintain strong relationships across all levels of the customer organisation, from day-to-day users to senior decision-makers.
• Understand each customer’s business objectives, success criteria, and constraints, and align delivery accordingly.
• Conduct regular check-ins, business reviews, and health assessments to keep accounts on track.
Onboarding, Delivery, and Project Coordination
• Own the end-to-end onboarding and implementation journey from kick-off through requirements gathering, configuration, user acceptance testing, and go-live.
• Develop and maintain project plans, milestones, timelines, and status reports for every engagement.
• Track dependencies and risks proactively, escalate early, and drive issues to resolution.
• Coordinate with internal teams to ensure commitments to the customer are delivered on time and to standard.

Cross-Functional Collaboration

• Work closely with product and engineering teams to translate customer requirements into clear, actionable inputs.
• Communicate technical constraints, timelines, and trade-offs to customers in clear business language.
• Partner with sales teams on account planning, renewals, upsell opportunities, and customer references.
• Provide structured, evidence-based feedback from the field to inform the product roadmap.
Presentations and Stakeholder Engagement
• Prepare and deliver high-quality presentations, demonstrations, workshops, and business reviews for customer stakeholders.
• Facilitate discovery sessions and requirement workshops with cross-functional customer teams.
• Represent the organisation confidently in meetings with senior stakeholders, handling questions and objections with authority.
• Produce clear documentation — status reports, meeting summaries, requirement notes, and success plans.

Adoption, Value Realisation, and Growth

• Drive product adoption through training, enablement, and ongoing engagement with customers.
• Define and track success metrics, and demonstrate the value delivered to the customer at agreed intervals.
• Identify expansion opportunities within existing accounts and support the sales team in pursuing them.
• Monitor customer health, anticipate churn risk, and take corrective action early.
Required Skills and Experience
Essential
• Minimum 5 years of experience in customer success, technical account management, implementation and delivery management, consulting, or a similar customer-facing role in a B2B environment.
• Proven track record of managing enterprise customer relationships and delivering successful outcomes across multiple concurrent accounts or projects.
• Excellent verbal and written communication skills — able to present confidently to senior stakeholders and to write clearly for both technical and business audiences.
• Strong working knowledge of AI tools such as ChatGPT, Claude, and similar platforms, with the ability to apply them effectively to research, analysis, documentation, presentation preparation, and day-to-day productivity.
• Technical aptitude — comfortable discussing software architecture, integrations, data flows, and deployment models with technical teams, without necessarily coding.
• Strong stakeholder coordination skills — demonstrated ability to align product, engineering, sales, and customer teams towards a common outcome.
• Excellent organisational and project management skills, with the ability to manage competing priorities and meet deadlines.
• Structured problem-solving ability — able to work through ambiguous situations, make decisions with incomplete information, and communicate those decisions clearly.

Preferred
• Experience with enterprise software, SaaS, or AI/data platforms.
• Exposure to enterprise systems such as ERP, CRM, or other business-critical applications.
• Experience running pilots or proofs of concept with defined success criteria.
• Familiarity with regulated or security-sensitive industries and their compliance requirements.
• Experience with customer success or project management tooling and reporting.
• Bachelor’s degree in engineering, business, or a related discipline; a postgraduate qualification is an advantage.

Personal Attributes
• Ownership mindset — takes responsibility for outcomes and follows issues through to closure.
• Customer empathy — genuinely curious about the customer’s business and motivated by their success.
• Composure and credibility — able to handle difficult conversations, set realistic expectations, and maintain trust under pressure.
• Collaborative — works effectively across functions and cultures and builds influence without authority.
• Adaptable — comfortable in a fast-paced environment where priorities and processes evolve.
• Continuous learner — keeps pace with technological developments and applies new tools and methods to improve how work gets done.

What We Offer
• The opportunity to work on technically substantial projects for enterprise customers.
• Close collaboration with product, engineering, and leadership teams, directly shaping outcomes.
• A collaborative, fast-paced work environment with scope for professional growth.
• Competitive compensation and benefits, commensurate with experience.