Undo
Senior Customer Success Manager
Get notified of more jobs like this · No spam, ever
How your CV stacks up
Upload your CV to see how well it fits this job role
?%
A new, exciting opportunity to join Undo’s Customer Success team with a focus on top-tier technology companies in the networking & security industry.
Undo is a fast-growing, deep-tech company whose breakthrough technology is changing the way people use AI to develop software. The company is a small, intimate, and highly-skilled team, and its products are used by many of the world’s most important technology companies. The technology is highly valuable but very complex, and is deployed in some of the world’s most complex software development environments. The technology provides advanced context to coding agents that makes them smarter, faster, and cheaper to run. Customer retention and growth is excellent but careful management is required to achieve this success.
Purpose of this role
A Customer Success Manager is responsible for ensuring our strategic customers achieve the goals for which they purchased our products.
Responsibilities
- Establish and maintain strong and long-lasting technical relationships within major enterprise accounts.
- Drive customer satisfaction and retention through successful product use, measured on usage. Metrics include: daily, weekly, and monthly active users and sessions; net activated users; repeat usage of newly-adopted capabilities; concurrent users.
- Create a success plan in partnership with your customers including onboarding, training, driving utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value.
- Implement best practice operating strategies and provide ideas and feedback to improve and enhance these.
- Liaise with our technical team to support customers through the technical deployment phase all the way to quarterly reviews and annual renewals.
- Deliver against the defined Objectives and Key Results.
- Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change.
- Work closely with the Sales team to align on strategies, products, coverage plans, and account opportunities.
- Work closely with the Product/Engineering team to provide product feedback and help craft changes to the product to better help customers achieve their goals.
- Understand the customer journey, identify pain points and bottlenecks, and find innovative ways to improve the customer’s overall experience.
- Demonstrate ROI to customers and establish metrics to advise them on best practice and optimisation of the products.
- Ensuring that we have achieved "awareness coverage" across accounts.
- Own adoption of newly released capabilities across your accounts: find the workflows where it fits, prove it with a small group of engineers, then scale it across the account.
- Run training at scale across large, distributed engineering organisations, from sessions with hundreds of attendees through to individual follow-up, and convert trained engineers into repeat users.
- Report adoption on repeat usage rather than first use, and diagnose where users fall out between training and habit.
- Identify and qualify new use cases for our products, and feed back to Product and Engineering which ones land and which do not.
- Note: This role involves some overseas travel (quarterly or more to USA and other countries).
Reasons to use Rodeo
Start with a chat, not a search bar
Grad scheme, placement, apprenticeship? Not sure what you want yet — that's fine. Your agent talks it through with you and turns "I have no idea" into a shortlist.
It searches the market for you
Every day your agent scans the market matching roles against what actually matters to you, not just keywords on a CV.
Only hits
No noise. No "maybe this fits." Just roles with a clear explanation of why they're right — and where to focus when applying.
Personal Attributes
At Undo, the way we work and interact is as important as our technical skills. The following personal attributes will be key to your success here:
- Results-oriented: You are focused on achieving tangible, agreed benefits, looking beyond just the completion of activities.
- Customer-Focused: You try to get a deep understanding of specific customer needs and use this to guide your decisions and actions. You can “energise” teams of engineers and others who work on your accounts.
- Reliable & Driven: You demonstrate high energy, consistent focus, and a positive, productive attitude that contributes to team morale. You honour your commitments, actively seek to improve, and know when to seek assistance.
- Team Player: You support your colleagues and engage constructively in discussions, even with differing opinions, fostering a positive team environment.
- Empathetic & Resilient: You understand others' viewpoints and maintain composure and a can-do attitude in challenging situations.
- Solutions-Oriented: You identify and analyze issues, anticipate outcomes, and clearly articulate a supporting vision with enthusiasm.
- Aligned: You proactively use company and team objectives to inform your work.
Skills/Experience
- Project management experience in industries related to Software / Technology.
- Previous customer-facing roles for example in sales engineering, sales support, professional services, field engineering, customer success, or customer support.
- Ability to manage multiple stakeholders both inside the customer and inside Undo, and to achieve your goals through others over whom you have no direct authority.
- Enthusiastic and hungry to join a small and dynamic deep-tech company with great potential, help shape the customer success function, and share ideas across the business to help drive growth.
- Experience building and maintaining relationships whilst working to mitigate churn and drive adoption and renewals.
- Comfortable in a start-up environment, we wear many hats and move quickly.
- Experience driving adoption of a new product or capability into an existing customer base, which is a different job from renewing and supporting an established one.
- Comfort with usage data: pulling and interpreting exports, segmenting users by depth of engagement, and using that to decide who to approach and when.
- Experience building relationships beyond your day-to-day users, with the platform, developer productivity, and engineering leadership stakeholders who decide what tooling teams standardise on.
- A working understanding of how software teams are adopting AI coding assistants and agents, and where those tools currently succeed and fail. You should be able to hold a credible conversation with an engineering manager about how an agent fits into their existing workflow and toolchain.
Get help with your application
Your very own career expert that helps elevate your application to the next level.
It is imperative that you are able to understand our products to allow you to meaningfully talk about them internally and with customers. Experience supporting software engineers as end users is a must. Past software development experience would be very helpful. This however is not a technical/engineering role: You will have direct access to a dedicated highly-skilled engineering team to achieve technical goals. Our products include an MCP-based integration with AI coding agents, so a genuine curiosity about how engineers are working with those tools is expected.
Term
Permanent
Location
Cambridge, UK (office-based or hybrid with at least 1-2 days per week in the office).
Reports to
Senior Principal Customer Success Manager
Direct reports
None
To apply, please email us your CV/resume at careers@undo.io quoting CSM1
“It took my CV and asked me questions relevant to understanding what kind of jobs to suggest for me. Suggestions were almost perfect. Jobs were exactly what I’ve been looking for.”
Jessica, London