Strategic Customer Success Manager

Role Overview

• Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
• Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
• Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.
• Own and consistently execute Eptura’s Strategic Customer Success Rhythm, including:
• Regular Cadence customer meetings
• Executive-facing Success Plans as living documents
• Quarterly Executive Business Reviews
• Growth and Risk Signals
• Ensure all success activities, plans, decks, notes, and actions are accurately logged and maintained in our CS CRM.
• Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
• Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
• Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.
• Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
• Be a facilitator in escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
• Develop and execute Get-to-Green plans for at-risk accounts, keeping internal stakeholders and leadership informed throughout.
• Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
• Effectively assemble and lead cross-functional account teams to deliver outcomes and resolve complex customer challenges.
• Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.
• Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
• Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
• Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation

Requirements

• Customers consistently realising measurable value and outcomes from Eptura solutions
• Strong net retention, renewal performance, and account growth
• Predictable execution of the Strategic Customer Success Rhythm
• Clear, executive-level communication—internally and externally
• Are deeply customer-centric and focused on long-term partnership and value, not short-term tasks
• Have proven experience managing a strategic book of business in Customer Success
• Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders
• Balance relationship-building with structured, data-driven execution
• Are comfortable with change and enjoy adopting new processes, tools, and ways of working
• Think strategically, but execute operationally with consistency and attention to detail
• Strong understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation
• Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce
• Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores
• Excellent analytical skills, including strong Excel capabilities
• Experience working in B2B SaaS or enterprise software environments
• French and/or German language skills are a plus.

Benefits

• 25 Days Holiday
• Additional Company Holidays throughout year
• Contributory Pension
• Life Insurance (DIS)
• Flexible Work Options