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Senior Customer Success Manager / Director of Customer Success


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A Senior Customer Success Manager is required to be an individual contributor with Fortune500 clients, as well as build a Customer Success Manager team for a late-stage start up in the employee collaboration / connection space. The business sits in the multiple $10ms turnover and a vast array of Fortune1000 clients that still require significant (80%) mining.

Salary: £80k – £85k + 20% bonus + share options

Location: London, SW1

As Senior Customer Success Manager you’ll have a pedigree in direct customer relationships with senior level executives at Fortune 500 companies. This includes partnering on core initiatives, defining high-level communications and marketing strategies tied to solutions.  Ultimately, you’ll drive increased value to customers around those initiatives. Each team member is a trusted advisor to customers and a product expert in this employee advocacy/engagement technology firm.

Your Background:

  • As a Senior Customer Success Manager, you’ll have an absolute passion for SaaS solutions driving value, adoption and growth of solutions.
  • You’ll have a leadership background – capable of mentoring and growing Customer Success Managers
  • You’ll understands the marketing and internal communications technology landscape, understands the needs and mindsets of these stakeholders.
  • Proven history of driving fortune 500 major accounts & initiatives to deploy solutions with high adoption and value.
  • You’ll be an entrepreneurial leader and has successfully developed and managed direct customer relationships with senior level executives at large enterprise companies.
  • You should have a positive reputation in the marketplace and a positive outlook on how to help customers truly scale and grow in their successful employee internal and external communications.
  • You will be able to master both the technical nuances of how the product works becoming a true partner for the customer, helping them understand the market opportunities and respond with valuable solutions and programs.
  • You will have a strong Customer Success pedigree as well as programme management skills driving SaaS solutions.
  • You’ll have the ability to guide & lead complex enterprise solutions with multiple stakeholders across the lifetime of the customer relationship.
  • You’ll need a strongly evidential analytic background tied to programme results.


  • Develop deep understanding of their technology to help create best practices for customer success.
  • Own 4-6 of their largest strategic accounts.
  • Develop strategic adoption plans per customer.
  • Ownership of customer engagement on solutions, consumption of licenses & overall satisfaction
  • Partner with cross-functional teams across sales, marketing & customer success whilst serving as the voice of the customer internally as well.
  • Coordinate / facilitate regular QBRs for the customer programs.
  • Handle day-to-day requests & customer issues thoughtfully & rapidly, soliciting feedback while maintaining a strong sense of the direction of products.
  • Build out comms plans throughout the lifecycle with the customer.
  • Leverage & build best practices to train & service customers / end users.
  • Responsible for key customer success metrics, including any client churn, account growth, and renewals.
  • Produce creative approaches to satisfy data/analyses needs.
  • Consultative process in engaging with customers through on-boarding to implementation to growth..


  • Undergraduate degree, ideally in a quantitative or technical or marketing field (alternatively, one with a significant problem-solving and/or practical focus)
  • 10+ years of experience in consulting, customer relationship management, customer success, or account operations desired; digital media/social media and enterprise software company experience preferred.
  • Superb verbal, written, and interpersonal skills, including outstanding persuasion and presentation skills, with the skill to communicate up and down an organization.
  • Passion for data, analytics and insights in the social web realm.
  • Self-starter attitude with the ability to work with very little guidance / direction, congruent with a growing, highly profitable start-up.
  • Proven ability to manage multiple projects simultaneously while maintaining strict attention to detail.
  • Ability to interact with customer teams at various levels of technical and non-technical depth.
  • Technical knowledge of APIs, HTML, and SSO technologies are also a plus.

This is the ideal opportunity to move into a Senior Customer Success Manager role to build a team but also be part of a product that has strong unicorn potential, a vast customer base and with only limited penetration achieved as a percentage (extremely healthy turnover regardless).

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