About [Employer hidden — sign up to reveal]

With 20+ years of expertise, [Employer hidden — sign up to reveal] unites people, technology, and knowledge into action through the only AI-native employee experience platform. As the intelligent digital front door to work, [Employer hidden — sign up to reveal] helps enterprises from 1,000 to 100,000+ employees, including Estée Lauder Companies, CVS Health, and British Airways.

Job Purpose

Our Customer Success Managers (CSM) are responsible for partnering with our clients to ensure continued value realization of our product, influencing client retention, satisfaction, revenue growth, and product adoption. The successful candidate will have a blend of relationship management and commercial acumen.

Main Responsibilities

• Be the primary point of contact for a portfolio of customers, establishing a trusted advisor relationship.
• Work with customers to establish critical goals and KPIs to measure success.
• Help customers achieve success by understanding their vision and advising how the [Employer hidden — sign up to reveal] platform can be leveraged.
• Use analytics data to understand usage and implement improvements.
• Conduct regular business reviews with client stakeholders.
• Recognize, address, and escalate customer needs cross-departmentally.
• Identify renewal risks and collaborate with internal teams to ensure successful renewal.
• Prepare and educate customers on new features and releases.
• Maintain deep product knowledge.

Knowledge, Skills and Experience Needed

• 5+ years in Customer Success, Account Management or Partnership Management.
• Experience managing a portfolio of £2m+ ARR.
• Experience with large multinational organisations (15,000+ employees).
• Experience in a SaaS environment.
• Experience with digital workplace platforms (e.g., Jive, Interact, Jostle).
• Experience with customer success tools (Planhat, Salesforce, Gong, Miro).
• Experience in a fast-paced, dynamic company.

Required Attributes

• Excellent attention to detail.
• Solution driven.
• Ability to work independently and as part of a team.
• Organised and able to prioritise, multi-task, work under pressure.
• Proactive, motivated, calm, and shows initiative.
• German speaker is a big plus.

Why Work For [Employer hidden — sign up to reveal]?

• Awesome team culture.
• Industry leading product.
• Hybrid working flexibility.
• Bright modern office spaces.
• Fantastic benefits: 25 days holiday, birthday day off, Vitality life cover, Aviva pension, life assurance, income protection.
• Commitment to sustainability: 1 paid volunteering day, charity donation scheme, Electric Vehicle lease scheme.

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