Gattaca
Customer Success Manager
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Role: Customer Success Manager (Lead-level remit)
Location: Central London
Type: Permanent, full-time (on-site/hybrid)
Salary: £70k DOE
A leading technology business is hiring a Customer Success Manager to join their London team. This is a brilliant opportunity for someone who enjoys owning senior client relationships, improving adoption, and solving problems at pace in a scaling environment.
You’ll play a key part in onboarding new customers, driving retention and expansion, and acting as the voice of the customer internally, working closely with Product and Engineering.
Key Responsibilities
- Owning end-to-end onboarding from handover to go-live, including timelines, training, and success criteria
- Coordinating technical setup activities such as data imports, comms channel provisioning (email/SMS/WhatsApp), and user access
- Validating data quality and configuration pre go-live
- Building and improving scalable CS processes and automation (health monitoring, escalation triage, reporting, onboarding trackers)
- Running regular client check-ins and performance reviews
- Monitoring customer health metrics and producing weekly reporting
- Converting pilot customers into paying accounts and supporting expansion opportunities
- Translating customer feedback into clear product tickets and supporting rollout of new modules/features
- Diagnosing issues (configuration, data quality, user error, product bugs) and escalating with clear context when needed
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Key Skills and Experience Needed
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- 3+ years in a client-facing B2B SaaS role (Customer Success, Technical Account Management, Solutions Engineering, or similar)
- Evidence of building and deploying automation/workflows (AI tooling exposure strongly preferred)
- Strong stakeholder management with high-value/enterprise customers and a track record improving adoption/retention
- Comfort with technical concepts such as APIs, integrations, data imports/exports, and webhooks
- Strong diagnostic mindset and ability to communicate technical topics clearly to non-technical users
- Experience working in a fast-moving startup/scale-up environment
Nice to Have
- Twilio, WhatsApp Business API, email infrastructure
- Basic SQL/data querying
- PropTech/property domain exposure
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