Customer Success Manager, Enterprise

Electric Twin is a behavioural simulation platform that enables organizations to test ideas and decisions against synthetic populations. The Customer Success Manager will focus on onboarding clients and expanding platform adoption across various teams while building strong relationships and guiding users to maximize the platform's value.

Responsibilities:

• Lead structured onboarding programmes for new client side insight teams, helping them move from sign-up to their first successful platform outputs as quickly as possible
• Provide hands-on guidance in the early stages. Answering questions, reviewing how they've set up their simulations, and helping clients interpret outputs with confidence
• Use your research background to bridge the gap between how clients currently work and how synthetic audiences can slot into their existing workflows
• Be the reassuring, knowledgeable presence that turns an uncertain new user into an engaged, independent one
• Monitor usage and engagement across your portfolio, proactively reaching out when activity drops or clients appear stuck
• Help clients understand how to get the best from the platform, coaching them through it rather than doing the work for them
• Partner with insights leads and team champions to identify expansion opportunities within their organisations such as new teams (commercial, product, marketing), new use cases, and new datasets that extend the platform's value
• Support clients in making the internal case for wider rollout, helping them articulate the platform's impact to stakeholders who weren't in the room at the start
• Build a strong working knowledge of common use cases (proposition development, concept testing, messaging and campaign/content communications, segmentation) so your guidance is always practical and relevant
• Gather and relay client feedback to shape platform improvements and documentation
• Own the growth journey within your accounts, from single-team usage to enterprise-wide adoption across functions and geographies
• Identify opportunities to bring additional teams onto the platform and work with clients to scope out the right datasets and audience configurations for their needs
• Support enterprise clients in scaling across markets, helping them understand how synthetic populations can be deployed to simulate audiences in multiple regions without the cost and time of running separate research programmes in each
• Build relationships beyond the day-to-day user, connecting with senior Insights Managers, commercial leads, and regional stakeholders who influence budget and expansion decisions
• Own the renewal journey, from single-market to multi-market enterprise agreements, knowing when to have the commercial conversation and how to make a compelling case. Bringing in an AE in the right moments as needed
• Proactively flag upsell and cross-sell opportunities in partnership with the wider team
• Help build out onboarding materials, FAQs, and guidance resources that scale the support you provide one-to-one
• Share client intelligence with Product and Marketing to inform roadmap and messaging decisions
• Contribute to a growing CS function - this is an early-stage team with real opportunity to shape how it operates