Primis
Customer Success Manager
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Customer Success Manager (Implementation-Led) - EMEA focus
Industry focus: Subscription Commerce
A profitable, organically grown European SaaS scale-up is hiring its first UK-based Customer Success Manager. The platform powers subscription and cloud commerce for MSPs, distributors and telcos, and sits at the heart of how its customers buy, sell and bill.
This is not a classic "relationship-only" CSM role. It's an implementation role first, with customer success built around it. If you've got real implementation scars and want to own a customer from kick-off through to renewal, read on.
What you'll be doing
- Owning customer implementations end to end, from kick-off through to go-live and hyper-care
- Running multiple projects at once: timelines, dependencies, risks and stakeholder comms
- Hands-on configuration, setup and customisation of the platform (no coding required)
- Leading requirements gathering and translating business needs into platform solutions, and back again
- Delivering customer training, remote and on-site
- Acting as the main post-sale point of contact for a portfolio of 10-20 high-value accounts
- Running cadence calls and QBRs, and following through on adoption, optimisation and expansion
- Owning escalations and account health, working with Support, R&D and Product
- Feeding customer insight into the product roadmap
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What you'll bring
- Proven, recent, hands-on experience delivering complex B2B software implementations (ERP, CRM, billing, commerce or similar)
- 5+ years in a customer-facing delivery or success role, ideally as an implementation consultant, technical project manager, TAM or delivery-focused CSM
- A solid grasp of APIs and system integrations, and the ability to explain technical workflows clearly to non-technical stakeholders
- Strong project management and stakeholder coordination, with confidence at all levels up to C-suite
- A startup mindset: pragmatic, adaptable and happy working independently
- Professional English, and willingness to travel when needed (planned, not constant)
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Nice to have
- Experience with subscription platforms, billing systems, marketplaces or channel/partner models
- Exposure to API-led platforms (no development required)
What's on offer
- Base salary only, no OTE: [insert band]
- Hybrid, with London office roughly twice a month
- Flexible hours and a work-from-anywhere scheme
- Learning and development budget
- Health and life insurance
- A genuine growth hire into a tech-driven, friendly, international team, with more hires planned across other regions
Apply via LinkedIn or message me directly for a confidential conversation.
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