Overview

Job Description

Senior Customer Success Manager

Retention – Growth – Advocacy

Overview

The Senior Customer Success Manager (Senior CSM) will manage a portfolio of high-value enterprise clients using a market-leading automation and compliance platform. This role requires an exceptional relationship builder with strong commercial acumen, able to engage confidently with senior stakeholders such as Finance leaders and enterprise-level decision makers.

The Senior CSM will drive retention, growth, cross-sell identification and overall client advocacy across a focused book of approximately 40 strategic enterprise accounts.

Reporting directly to the Customer Success Director, the Senior CSM will play a pivotal role in strengthening long-term client relationships, increasing value realisation across the platform, and shaping a best-in-class customer experience.

Key Responsibilities

Client Relationship Management

• Own and manage a portfolio of high-value enterprise platform clients.

• Build deep, multi-level relationships across client organisations, engaging confidently with senior leaders across finance and operations.

• Become a trusted advisor by understanding each client’s internal processes, operational challenges, and strategic goals.

Commercial Growth & Expansion

• Lead commercial conversations within your portfolio, identifying expansion opportunities across additional products and platform capabilities.

• Conduct discovery sessions to uncover unmet needs and present solutions that deliver measurable value.

• Collaborate with Sales where required on complex cross-sell or multi-product opportunities.

Customer Retention & Advocacy

• Own renewal preparation, risk identification and mitigation planning across the portfolio.

• Monitor and assess customer health, taking proactive steps to strengthen engagement and prevent churn.

• Convert highly satisfied customers into customer advocates through testimonials, case studies, and referrals.

Strategic Customer Success Execution

• Shape tailored customer journeys that align with each client’s operational priorities and reporting cycles.

• Partner closely with Product, Services, and Sales to ensure a seamless onboarding and lifecycle experience.

• Support continuous improvement of Customer Success methodology, playbooks, processes, and best practices.

Role Profile & Experience Requirements

Essential Experience

• 5+ years in Customer Success, Account Management, or a hybrid AE/AM role managing enterprise accounts.

• Proven experience handling complex, high-value accounts with multi-stakeholder engagement.

• Demonstrated commercial mindset: spotting opportunities, shaping value propositions, and driving revenue expansion.

• Ability to confidently hold and steer conversations with senior finance and operational leaders.

• Experience in SaaS, fintech, enterprise software, or technology environments.

Desired Background

• Candidates may come from Customer Success, Senior Account Management, or hybrid AE-style roles — provided they combine strong relationship management with commercial capability.

• Experience working with complex enterprise platforms or compliance-related software environments is advantageous but not essential.

Key Competencies

Relationship Building
Able to develop strong, trusted relationships across a variety of client personalities, adapting communication style as needed.

Commercial Acumen
Understands how to identify value, quantify impact, and propose meaningful opportunities without overselling.

Strategic Thinking
Sees beyond immediate requirements to long-term client outcomes, identifying where technology can drive operational improvements.

Organisation & Ownership
Highly organised, capable of managing a portfolio of 40+ enterprise accounts with precision and prioritisation.

Communication Excellence
Clear, concise communicator comfortable presenting to senior stakeholders and articulating complex processes.

Package & Earning Potential

• Base salary: £60k–£80k depending on experience

• Commission: Uncapped; approx. £10–20k+ realistic OTE with upside based on account growth

Why Join

You’ll join a fast-scaling SaaS company with a strong enterprise client base and a platform that plays a critical role in helping organisations streamline complex business processes. The Customer Success team is collaborative, high performing, and focused on delivering meaningful value to customers.