Strategic Customer Success Manager

Accountabilities

In this role, you will manage a portfolio of strategic enterprise customers, focusing on long-term success, adoption, and value realization. You will act as a trusted advisor, helping customers deeply embed the platform into their workflows while proactively identifying risks and expansion opportunities.

• Own and manage a portfolio of approximately 20 strategic enterprise customers, ensuring strong adoption and long-term value delivery


• Develop deep, multi-threaded relationships across customer organizations, including senior stakeholders and operational users


• Drive product adoption through tailored onboarding, configuration guidance, and continuous enablement


• Identify risks, expansion opportunities, and success gaps using data and customer signals


• Collaborate closely with Sales, Product, Support, and Operations to ensure aligned customer outcomes


• Translate complex product capabilities into clear, actionable guidance for diverse stakeholders


• Create “aha moments” by helping customers optimize workflows and achieve hiring excellence


• Contribute to evolving playbooks and best practices for enterprise customer success motion

Requirements
You bring strong experience in B2B SaaS customer success, particularly in enterprise environments with complex, configurable products. You are comfortable operating independently, managing strategic accounts, and working across multiple internal and external stakeholders.

• 5+ years of experience in Customer Success or similar roles within B2B SaaS environments


• Proven track record managing enterprise accounts and driving adoption of complex software platforms


• Strong ability to build trusted relationships and influence senior stakeholders across organizations


• Experience working cross-functionally with Product, Sales, and Operations teams


• Analytical mindset with ability to use data to drive decisions and improve customer outcomes


• Strong communication skills with the ability to simplify complex workflows and technical concepts


• High attention to detail, strong organizational skills, and consistent execution discipline


• Curiosity and enthusiasm for deeply understanding complex, configurable products

Benefits

• Remote-first working environment across the UK and EMEA region


• Unlimited paid time off and strong emphasis on work-life balance


• Competitive compensation with equity participation


• Flexible benefits including private medical insurance (region-dependent)


• Generous learning and development budget for professional growth


• Home office and equipment support to ensure productivity and comfort


• Family leave policies with paid parental support (where applicable)


• Long-term stock option exercise window to support financial flexibility

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