Principal Client Success Manager

🔒 Confidential Employer

Posted 7 May 2026

LOCATION

London

TYPE

Full-time

LEVEL

Mid-Senior level

SKILLS

Customer Success Management Enterprise Account Management Strategic Partnerships Salesforce Gainsight Data Analysis Executive Communication Hospitality Technology

FULL DESCRIPTION

Principal Client Success Manager

[Employer hidden — sign up to reveal] is hiring a Principal Client Success Manager in London (Hybrid). Full-time, permanent.

About the Role

If you love food and technology as much as we do, you’ll love life at [Employer hidden — sign up to reveal]. We’re on a mission to revolutionise the hospitality experience for operators and their customers. Through our smart digital products, we’re powering the digital transformation of your favourite pubs, bars and restaurants.

Responsibilities

Own a portfolio of [Employer hidden — sign up to reveal]'s most strategic enterprise accounts
Lead Executive Business Reviews demonstrating ROI
Build and maintain multi-threaded relationships across accounts
Proactively identify expansion opportunities
Be the first point of escalation for client issues
Develop long-term account strategies
Bring commercial depth to renewals
Act as the voice of the client internally
Influence roadmap priorities
Contribute to CS team culture and best practices

Requirements

7+ years experience in SaaS customer success, account management or strategic client partnerships
Hands-on experience working in a scaling CS function
Compassionate, approachable team member
Customer-obsessed and relentless problem solver
Comfortable with tools like Salesforce, Gainsight, Aircall
Proactive and collaborative across teams

Benefits

Private Healthcare, Life Assurance, Income Protection, Learning & Development, 25 days holiday + bank holidays, Carer's Leave, Enhanced Parental Leave, Health Leave, Birthday Leave, Social Events, Dog-Friendly Office.