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Senior Customer Success Manager, London
We're looking for an experienced Strategic Customer Success Manager for our client that helps global manufacturers simplify supply chain sustainability. You will work closely with a portfolio of enterprise customers.
This role is all about building trusted partnerships, helping customers achieve their sustainability and business goals and ensuring they get maximum value from our platform. You'll own the customer relationship from onboarding through renewal, driving adoption, engagement, retention and growth.
Responsibilities:
- Manage a portfolio of strategic enterprise customer accounts.
- Build strong relationships with senior stakeholders and act as a trusted advisor.
- Develop customer success plans and lead regular business reviews.
- Increase platform adoption through onboarding, training and ongoing engagement.
- Monitor customer health, identify risks early and drive successful renewals.
- Work with customers to improve supplier engagement and deliver measurable programme outcomes.
- Identify opportunities to expand customer accounts alongside the Commercial team.
- Capture customer feedback and collaborate with Product to continuously improve the customer experience.
- Keep customer activity and account data up to date in HubSpot.
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- 5+ years' experience in Customer Success, Enterprise Account Management, SaaS or a similar customer-facing role.
- Experience managing enterprise customers and executive stakeholders.
- Strong commercial awareness with a proven track record of improving customer retention and growth.
- Excellent communication and stakeholder management skills.
- Experience using HubSpot CRM.
- An interest in sustainability, ESG or supply chain decarbonisation is a bonus.
Location:
Hybrid (2–3 days per week in the London office) with the remainder of the week working remotely.
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