DSMN8 - The Employee Advocacy Platform
Enterprise Customer Success Manager
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Overview
DSMN8 is the leader in the employee advocacy space, counting some of the world’s most renowned enterprise organizations, such as McKinsey & Co, Nestle and Nokia as loyal customers. We’re on a mission to help brands tap into their most valuable assets - their employees, by providing them with ready-to-share company approved content that they can pass onto their networks. DSMN8’s app encourages your employees to become advocates of your brand, whilst also helping them to become content creators, influencers and social sellers.
Reporting to:
Director of Customer Success
The Role
We’re at a critical point in our growth, and we’re hiring a commercially driven Enterprise Customer Success Manager (CSM) to take ownership of a book of enterprise accounts worth $1.5M+ ARR. You will own renewals end to end, negotiate commercials, prospect into new business units and markets inside your accounts, and be measured on retention and NRR. You’ll work directly with our Director of Customer Success, taking over a significant share of her book and act as her thought partner in building the playbooks this team will scale on.
What you’ll actually do
In your first 90 days you'll onboard alongside our Director of Customer Success (with in-person time at our London office), take over a portfolio of enterprise accounts, build relationships with the marketing, communications and HR leaders who run our programs, and lead your first Quarterly Business Reviews (QBRs) with support. You’ll manage complex onboarding and programme launches, keeping timelines, milestones and success criteria on track.
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By month 6 you’ll be running renewals end to end - commercials, negotiation, close, leading QBRs independently, and generating your own expansion pipeline by pitching new business units, geographies and stakeholders within your portfolio.
By month 12 you’ll have full commercial ownership of your book with measurable NRR impact, you’ll have co-built our playbooks for renewals, upsell campaigns and value creation, and your customers will treat you as their advisor on employee advocacy strategy — backed by the market and competitor insight you bring them.
This role is for you if
- You have 3+ years in B2B SaaS in roles where you personally owned renewal and expansion targets and you can walk us through deals you negotiated and closed yourself.
- You sell and lead with value: you build the ROI case, quantify the impact of your customer’s Programme and have experience presenting complex ROI structures to multiple stakeholders where value is varied.
- You run QBRs/EBRs that senior stakeholders actually attend, anchored on their business goals and results, not a tour of usage dashboards.
- You’re an exceptional communicator: executive presence with C-level stakeholders, crisp and structured in writing, and composed in the hard conversations - pricing pushback, escalations, at-risk renewals.
- You’ve managed enterprise customers and know how to navigate large, multi-stakeholder Organisations.
- You’ve sold to (or partnered closely with) marketing, communications, HR or employee-experience leaders - experience in employee advocacy or social media SaaS is a big plus.
- You’ve thrived in a startup or scale-up environment: when a process doesn’t exist, you build it rather than wait for a blueprint.
- You’re comfortable with CRM and Customer Success tooling (Salesforce, Planhat) to track account plans, tasks and forecast your book accurately.
- You’re UK-based with the right to work in the UK, ideally within reach of London.
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This role is probably not for you if
- You’re looking for a relationship-only Customer Success role without commercial targets.
- You want a role where all playbooks are written and your job is to follow it.
- You’re not comfortable leading on the negotiation through multi-month renewal cycles.
Our hiring process
- Intro call (15 minutes) - a quick mutual fit check on experience, expectations and logistics.
- Interview with our Director of Customer Success - a deep dive into your track record: the renewals you’ve personally closed, the expansion pipeline you’ve generated, and how you run your book.
- Role-play and case study (1 hour) - a mock QBR and renewal negotiation. You’ll see exactly how we work; we’ll see how you lead with value.
- Final conversation with our CEO.
Benefits and Perks
- Remote working with hybrid options
- Medical and dental insurance
- Travel expenses
- Strong company culture (4.8* Glassdoor), with regular socials and opportunities to travel with work
At DSMN8 we celebrate diversity and are committed to creating an inclusive environment for all employees. We welcome applications from all suitably qualified candidates regardless of race, religious beliefs, age, sex, sexual orientation or disability.
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