Senior Customer Success Manager - MM/Enterprise
UKFull-TimeSenior
Salary not disclosed
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Job Details
- Languages
- English
- Experience
- 6+ years of experience
- Required Skills
- Communication SkillsAnalytical SkillsNegotiationPresentation skillsAccount ManagementCustomer SuccessSaaS
Requirements
- 6+ years of experience in Customer Success, Account Management, or similar roles within SaaS, preferably with enterprise or mid-market clients
- Proven experience managing large, complex accounts with multiple stakeholders and driving retention and expansion outcomes
- Strong ability to build relationships with senior executives and influence decision-making at all levels
- Solid understanding of SaaS platforms, HR tech, global employment, or related enterprise software ecosystems
- Demonstrated success in identifying commercial opportunities and driving upsell/cross-sell revenue
- Excellent communication, presentation, and negotiation skills in English
- Strong analytical mindset with the ability to interpret data and translate it into actionable customer strategies
- Experience working in global, distributed, or remote-first organizations is a strong plus
- Ability to thrive in a fast-paced, asynchronous environment with high autonomy and ownership
Responsibilities
- Own the end-to-end success of mid-market and enterprise customers, acting as their strategic partner to ensure they achieve measurable business outcomes while expanding their use of the platform
- Develop and maintain strong executive-level relationships across complex customer organizations, serving as a trusted advisor on strategy, adoption, and growth
- Build tailored success plans with clear milestones, KPIs, and measurable value realization aligned to customer objectives
- Identify expansion opportunities including upsell, cross-sell, and additional services, contributing directly to revenue growth and net retention
- Lead onboarding, adoption, and value acceleration initiatives to ensure customers quickly realize product impact
- Collaborate cross-functionally with Product, Sales, Engineering, Support, and Legal to resolve issues and improve customer experience
- Translate customer insights into internal feedback loops to influence roadmap and product improvements
- Manage complex stakeholder environments across technical and business teams in global enterprise accounts
- Act as a subject matter expert on platform capabilities, market trends, and best practices in global employment solutions
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