Customer Success Manager – Enterprise Accounts
New
Australia, Canada, India, Ireland, New Zealand, South Africa, United Kingdom, United StatesFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- Around 4+ years’ experience
- Required Skills
- Problem SolvingOrganizational skillsCritical thinkingAccount ManagementCross-functional collaborationRisk ManagementStakeholder managementProcess improvementCRMCustomer SuccessSaaSHubSpot
Requirements
- Around 4+ years’ experience in Customer Success, Account Management, or a similar post-sales client-facing role
- Experience managing B2B or enterprise customers, ideally in SaaS, telecom, technology services, or similar environments
- Strong communication and stakeholder management skills, with the ability to build trust and act as a confident point of contact for customers
- Practical experience across the customer lifecycle, including onboarding, engagement, retention, and supporting renewal cycles
- Exposure to customer success planning, account reviews (QBRs or similar), and account health/risk management, even if in a developing or informal setup
- Strong organisation and coordination skills, with the ability to manage multiple accounts and follow through on actions effectively
- Experience working cross-functionally with Sales, delivery/service teams, and technical teams to ensure customer needs are met
- Strong problem-solving and critical thinking ability, with the confidence to identify issues and take initiative
- Comfort working in evolving environments without fully defined processes, and the ability to bring structure where needed
- Interest or experience in improving processes, onboarding approaches, or customer engagement models over time
- Working knowledge of CRM tools such as HubSpot or similar for managing customer activity and account visibility
- A balanced profile — able to combine strong relationship management with operational discipline, and flex between both depending on business needs
Responsibilities
- Manage a portfolio of enterprise accounts post-sale, acting as the primary day-to-day point of contact, building strong relationships, maintaining engagement, and ensuring customers feel supported throughout their lifecycle
- Lead onboarding and early-stage engagement, ensuring smooth transition from Sales into delivery, aligning expectations, and setting a strong foundation for long-term success
- Own the customer relationship throughout the lifecycle, proactively managing engagement, identifying risks, and maintaining strong account health to support successful renewals
- Contribute to customer success planning by helping define customer goals, expected outcomes, and success measures, and support regular customer reviews (monthly/quarterly) by providing account context, risks, and next steps
- Monitor account health qualitatively, identify early signs of risk, and ensure appropriate follow-up actions are taken to maintain engagement and retention
- Work closely with Service Level Management (SLM), Support, Product, and Engineering to ensure customer needs, feedback, and actions are followed through, while staying informed on service performance and delivery progress
- Remain close to customer issues and communication during incidents, ensuring alignment and continuity while SLM leads issue resolution and client coordination
- Track customer activity, actions, risks, and next steps across multiple accounts, ensuring strong organisation and that nothing falls through the cracks
- Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices over time
- Support the gradual build-out of Customer Success processes, success planning approaches, and engagement models by capturing insights, contributing ideas, and helping implement practical improvements
- Balance relationship management with increasing contribution to operational structure and Customer Success maturity as the function develops
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