Forward Role Recruitment
Senior Customer Success Manager
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Senior Customer Success Manager
Enterprise SaaS | UK remote | Up to £50,000 plus bonus/commission
A growing international AI-powered SaaS business is hiring a Senior Customer Success Manager to own a small portfolio of strategically important enterprise customers across the UK, Europe and the US. This is a hands-on role for someone who combines strong customer leadership with the technical confidence to understand integrations, data flows and platform issues without acting as a simple go-between.
The opportunity goes beyond managing an account book. As the international customer base expands, you will have the scope to become a leading member of the UK CS operations, help shape how Customer Success is delivered and progress into leadership as the team grows.
The role
- Own the day-to-day success of complex enterprise customers, including major organisations in banking, software, telecoms and retail.
- Develop trusted relationships across technical, operational and senior stakeholder groups, often supporting platforms used by thousands of people.
- Lead customers beyond onboarding, taking ownership of adoption, ongoing requests, product usage, risk and long-term value.
- Understand customer requirements, integrations, workflows and data issues well enough to diagnose problems, identify practical workarounds and move issues forward quickly.
- Create clear, evidence-led Jira tickets when Engineering support is required, including the issue, impact, reproduction detail and expected outcome.
- Coordinate closely with Product, Engineering, Integration and Customer Success colleagues while remaining accountable to the customer.
- Build deep product knowledge and confidently recommend the right platform capabilities for each customer need.
- Help establish a scalable Customer Success model and support the future growth of the local team.
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What you will bring
- At least five years of Customer Success experience within B2B SaaS or enterprise software.
- Experience owning high-value, high-touch enterprise accounts with complex stakeholder groups and technical delivery requirements.
- Strong understanding of SaaS integrations, APIs, data, workflows, implementation and technical troubleshooting.
- The ability to investigate a problem, ask precise questions and reach a credible diagnosis before escalating.
- A track record of building trust with demanding customers through clear communication, ownership and reliable follow-through.
- Confidence operating independently in an international, fast-moving scale-up environment.
- Leadership potential and an interest in helping build a UK-based Customer Success function as the business expands.
- Excellent spoken and written English, with the ability to explain technical subjects clearly to different audiences.
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Useful additional experience
- A technical, engineering, implementation or solutions consulting background.
- Experience supporting integrations involving APIs, webhooks, CRM platforms, authentication or enterprise data flows.
- Customer Success experience within experience management, CX, Voice of Customer, CRM, contact centre, analytics or adjacent enterprise platforms.
- Experience helping a regional function mature, introducing processes or mentoring other Customer Success professionals.
If you are a technically credible Customer Success professional who enjoys taking ownership of complex enterprise relationships, send your CV across and it will be reviewed quickly.
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