Customer Success Manager - Team Manager
SKILLS
FULL DESCRIPTION
Customer Success Manager - Team Manager
United Kingdom - London
[Employer hidden — sign up to reveal] is seeking a Customer Success Manager - Team Manager to lead and develop a team while managing enterprise accounts. This is a leadership role focused on driving customer value, AI adoption, and retention.
Role Purpose
This is a leadership role responsible for managing and developing a high‑performing team of Customer Success Managers while guiding a group of Technical Account Managers through their evolution into proactive Customer Success roles. In addition to leading the team, you will personally manage up to three strategic Enterprise customers to ensure you 'live and breathe' the role, stay close to customer needs, and role-model excellence. Your mission is to drive customer value, accelerate AI‑powered adoption, maximise ROI, and contribute significantly to [Employer hidden — sign up to reveal]'s growth and retention objectives.
Key Responsibilities
- Team Leadership & People Development: Lead, coach, and develop a team of CSMs; support transitioning TAMs; build a culture of ownership and continuous learning; conduct regular 1:1s and performance management.
- Strategic Customer Management: Personally manage up to 3 enterprise accounts; lead executive value reviews and strategic business planning; act as senior escalation point.
- Operational Excellence & Execution: Maintain strong operational rhythms; ensure high-quality Success Plans, adoption strategies, and AI enablement; oversee customer lifecycle execution.
- Cross-Functional Collaboration: Partner with Product, Engineering, Support, Professional Services, and Sales; provide voice of customer; support renewals and expansion.
- Driving Adoption, AI Enablement & Customer Value: Drive adoption of [Employer hidden — sign up to reveal]'s AI-powered capabilities; monitor customer health and risk signals.
- Scaling Programs, Processes & Methodologies: Design scalable Customer Success frameworks including Success Plans, Value Realisation, AI Enablement, EBR templates.
- Data-Driven Leadership: Analyse data to drive decision-making; ensure accurate CRM documentation; present insights to senior leadership.
- Customer Advocacy & Experience Improvement: Champion end-to-end improvements; drive NPS and satisfaction initiatives.
- Customer Success Performance & Outcome Ownership: Own regional NPS programme; drive NRR and GRR; establish team metrics; partner with Sales for renewals.
Qualifications & Experience
Required: 8+ years in Customer Success, Technical Account Management, or Service Delivery within SaaS, cloud, telecommunications, or contact centre environments; 2–4+ years managing customer-facing teams; proven executive influence; ability to translate technical capabilities into business value; excellent communication and analytical skills; proficiency with Microsoft Office and CRM/success platforms.
About [Employer hidden — sign up to reveal]
[Employer hidden — sign up to reveal] Ltd. (NASDAQ: [Employer hidden — sign up to reveal]) software products are used by 25,000+ global businesses, including 85 of the Fortune 100 corporations. Every day, [Employer hidden — sign up to reveal] software manages more than 120 million customer interactions and monitors 3+ billion financial transactions. [Employer hidden — sign up to reveal] is an innovation powerhouse with over 8,500 employees across 30+ countries. [Employer hidden — sign up to reveal] is an equal opportunity employer.
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Submit application via the [Employer hidden — sign up to reveal] careers page. Fields include name, email, phone, country, resume/CV, LinkedIn profile, and visa sponsorship questions.