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Senior Customer Success Manager (Strategic Enterprise Accounts) SaaS / Fintech £105k + OTE
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Our client is a leading UK technology organisation delivering mission-critical software solutions to a broad portfolio of enterprise financial services customers.
They are now looking to appoint an experienced Senior Customer Success Manager to own and develop a portfolio of their largest and most strategic customers.
This is not a traditional high-volume Customer Success role. Instead, you'll work with a select portfolio of complex enterprise accounts, building trusted, long-term relationships with senior stakeholders, driving customer value, retention, expansion ARR and Net Revenue Retention (NRR), while positioning the business as a genuine strategic technology partner.
About the Role
You'll take ownership of a strategic portfolio of enterprise customers, developing a deep understanding of each organisation's objectives, priorities and stakeholder landscape.
Success in this role comes from becoming a trusted advisor, building credibility across multiple levels of customer organisations, identifying opportunities for growth, and ensuring customers continue to realise long-term value from their technology investment.
The Ideal Profile
You are commercially driven, customer-focused and highly strategic. You enjoy navigating complex organisations, building executive relationships and developing long-term partnerships that create lasting commercial value.
You're someone who thinks beyond renewals, taking ownership of customer strategy while balancing commercial growth with exceptional customer outcomes.
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About You
To be successful in this role, you'll bring:
- 5+ years' experience within Customer Success, Strategic Account Management or Enterprise SaaS.
- Proven ownership of customer retention, renewals and expansion revenue.
- Experience managing complex enterprise customers within regulated industries.
- Strong executive stakeholder management and commercial acumen.
- The ability to navigate large organisations and build relationships across multiple business functions and levels of seniority.
- Demonstrated success improving Net Revenue Retention (NRR) and driving long-term customer growth.
What You'll Be Doing
As a Senior Customer Success Manager, you'll become the trusted strategic partner for a portfolio of the organisation's most important enterprise customers.
Your responsibilities will include:
- Strategic Relationship Management: Build and develop senior relationships across complex enterprise customer organisations.
- Account Strategy: Own customer success, retention, renewals and long-term growth plans across your portfolio.
- Executive Engagement: Lead Executive Business Reviews, governance meetings and strategic planning sessions.
- Value Realisation: Drive platform adoption and ensure customers achieve measurable business outcomes.
- Commercial Growth: Identify and deliver expansion opportunities while increasing ARR and Net Revenue Retention.
- Cross-functional Collaboration: Partner with Product, Delivery and Support teams to deliver an exceptional customer experience.
- Risk Management: Proactively identify commercial and relationship risks, driving retention and minimising churn.
- Customer Advocacy: Act as the Voice of the Customer, helping influence future product and service improvements.
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Why This Opportunity?
This role is centred on quality over quantity. Rather than managing a large number of customers, you'll focus on a small portfolio of strategically important enterprise accounts where success is built through deep relationships, executive engagement and long-term partnership.
If you enjoy operating as a trusted advisor, influencing senior stakeholders and helping enterprise customers achieve meaningful business outcomes, this is an outstanding opportunity to make a genuine impact.
What's on Offer
- Hybrid working
- Competitive salary and performance-related bonus
- Private medical insurance
- Life assurance and income protection
- Enhanced family-friendly policies
- Flexible holiday allowance
- Company pension
- Employee assistance programme
- Health cash plan
- Gym membership discounts
- Electric vehicle salary sacrifice scheme
- Excellent career development within a growing technology business
Our client is committed to building an inclusive workplace where everyone can thrive. If you're excited by the opportunity but don't meet every requirement, we'd still love to hear from you.
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