Yonda
Customer Success Manager
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Customer Success Manager
Hybrid - Camden, London (2 days per week)
£35,000 - £40,000 base salary + commission
About the role:
At Yonda, Customer Success Managers own commercial growth within a portfolio of clients, driving upsell, cross-sell, and retention as the primary measure of success. The role sits on top of the client relationship end-to-end using compliance credibility and hands-on service knowledge as the trust foundation that makes revenue conversations land. This is a revenue-generating role first, a service/coordination role second.
Key responsibilities
Revenue growth:
- Own commercial performance of an assigned client portfolio - upsell, cross-sell, and net revenue retention are the core success metrics for this role
- Proactively identify expansion opportunities across jurisdictions, product lines, and service tiers based on client trajectory and regulatory triggers
- Run structured upsell/cross-sell conversations in line with the agreed CS commercial process, not just react to inbound demand
- Own contract renewals as a growth moment, not just a retention checkpoint - renegotiate scope and pricing where expansion is possible
- Build and maintain a rolling pipeline of expansion opportunities per account, reviewed regularly with the CSM Lead
- Handle all commercial conversations: contract queries, fee discussions, renewal, cancellation, and expansion
- Monitor client health proactively and flag at-risk accounts before they threaten revenue
Client relationship management:
- Act as primary point of contact across all commercial interactions, maintaining regular touchpoints by email, video, and phone
- Participate in client reviews per the CS review framework, using these as structured checkpoints to surface growth opportunities
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Escalations and support:
- Act as escalation point for Support on complex or sensitive client issues
- Triage escalated queries, resolve where possible, escalate to CSM Lead where required
- Support the wider Support team during high-volume periods or where compliance expertise is needed
- Maintain a feedback loop with Support to catch recurring issues early
Compliance and service team collaboration:
- Maintain working knowledge of indirect tax regulations across relevant jurisdictions - enough to spot expansion triggers (new nexus, new product lines, regulatory change) as they arise
- Act as client-side point of contact for filing/registration queries, bridging client and service teams
- Handle occasional filing or registration tasks where escalated
- Keep client records accurate in Yonda Admin Portal, Intercom, HubSpot
Documentation and process:
- Maintain internal process documentation for CSM workflows
- Contribute to client-facing onboarding materials and FAQs
- Surface client feedback and recurring themes to CSM Lead for product/process input
- Flag process or automation improvements to CSM Lead
What you'll bring
- 2+ years in a client-facing commercial role (Customer Success, Account Management, or similar) with a revenue or retention target attached
- Confidence running pricing, renewal, and upsell conversations directly with clients
- SaaS experience strongly preferred
- Background in support experience handling escalations, and working with dedicated support teams
- Indirect tax knowledge is a plus, but not essential
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Why Yonda:
Yonda is a technology driven indirect tax partner that helps global businesses stay compliant with confidence. We combine expert service with smart tools to simplify registrations, filings, and VAT account management across multiple jurisdictions. Our global team values clear communication, accountability, and a supportive environment where people can grow. This role would work as part of a global team who values clear communication, accountability and a supportive environment where people can grow. This is an opportunity to develop tax expertise and grow into senior service or customer success roles, doing meaningful work that helps global businesses stay complaint with ease.
Yonda is an Equal Opportunities Employer and welcome applications from all suitably qualified candidates regardless of age, disability, gender, gender identity or expression, marriage or civil partnership status, pregnancy or maternity, race, religion or belief, or sexual orientation. We are committed to a diverse and inclusive workplace. If you need any adjustments during the recruitment process, please let us know.
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