EC1 Partners
Senior Customer Success Manager
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We're currently partnering with a high-growth B2B SaaS company to hire a Senior Customer Success Manager based in London.
This is a fantastic opportunity for a commercially minded Customer Success professional who enjoys managing strategic enterprise accounts, driving retention and expansion, and building long-term relationships with senior stakeholders.
The Role
You’ll take ownership of a portfolio of high-value enterprise customers and be responsible for driving customer outcomes, renewals, adoption and growth across your accounts.
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Key Responsibilities
- Owning a portfolio of strategic enterprise accounts
- Building and executing customer success plans
- Driving product adoption, engagement and customer health
- Leading renewal conversations and commercial negotiations
- Identifying expansion opportunities and partnering with Sales
- Managing customer escalations and acting as the voice of the customer internally
- Contributing to Customer Success strategy, reporting and best practice
- Developing customer advocates, references and case studies
Key Requirements
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- 3-5 years’ experience in Customer Success, Account Management or a similar client-facing SaaS role
- Experience managing enterprise or strategic accounts
- A proven track record of delivering renewal, retention and expansion targets
- Strong understanding of SaaS metrics such as NRR, GRR, churn, adoption and customer health
- Confidence engaging senior stakeholders and executive decision-makers
- Commercially astute with experience leading renewal and negotiation discussions
- Analytical, structured and data-driven in your approach
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