Own a focused portfolio of up to 40 accounts spanning upper mid-market to enterprise
Maintain a clear picture of where every account stands against NRR
Work closely across sales, product, support, and marketing to protect and grow revenue
Report to Head of CS and join CS team with a remit to own and develop how to manage strategic accounts
Proactively identify and progress commercial opportunities
Translate customer insights into actionable input for product, marketing, and leadership

Senior CSM experience: A track record of managing high-value accounts (£50k to £500k+ ARR)
A clear upward trajectory in CS: Ideally including promotion within the same organisation
NRR ownership: A personal track record of positive NRR and exceptional GRR across an owned portfolio
Stakeholder progression: You can point to specific accounts where you built your way into senior and executive relationships
Commercial instincts: You think in revenue terms and act on them
Comfort with a wide product: You've worked with software that customers critically depend on
Data and systems fluency: Proficient in Excel, CRM (HubSpot or equivalent), BI tooling and customer health tools
Degree educated or equivalent.

36 days off: 25 holidays + bank holidays + 3 extra days (birthday and ‘feel good’ days)
Private health Insurance – covering physical and mental health, as well as dental and optical
Get the tech you need
You will get the latest MacBook
Work alongside an inspiring team
Fantastic office space in Central London

Enterprise Customer Success Manager

Key skills