Overview

Vixio is a Regulatory Technology (RegTech) company, and a trusted source of independent regulatory intelligence for professionals in highly-regulated industries undergoing rapid and radical change. We deliver comprehensive, time-sensitive, and actionable intelligence on Payments, Financial services and Gambling compliance, covering more than 180 jurisdictions globally.

Role

Role Purpose & Impact

The Manager of Customer Success will lead and develop a high-performing team of CSMs responsible for onboarding, adoption, retention, and expansion across Vixio’s customer portfolio. This role provides direct leadership, coaching, and operational oversight as the CS function scales. By ensuring consistent execution of playbooks, proactive churn mitigation, and strong adoption of our core CS tool (ChurnZero), this leader will directly impact customer satisfaction, retention, and revenue growth.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers across key customer tiers and regions.
• Drive consistent execution of onboarding, adoption, and QBR motions across Vixio’s product portfolio.
• Own team-level KPIs and reporting, including customer health score accuracy, adoption rates, QBR completion, and upsell influence.
• Act as an escalation point for customer and internal stakeholders, ensuring timely issue resolution.
• Partner cross-functionally with Product, Sales, and Marketing to surface and act on customer insights.
• Ensure best-practice use of ChurnZero and other CS / AI tools to enable scalable processes and accurate forecasting.
• Support revenue retention and expansion goals through proactive risk management and strategic account planning.
• Lead hiring, onboarding, and development of new and existing CSMs to accelerate ramp and strengthen team capability.
• Champion consistency in customer engagement across all regions and segments (High Touch, Light Touch, Tech Touch).

Skills & Experience

• 5+ years’ experience in Customer Success, Account Management, or related client-facing roles in B2B SaaS/RegTech/Intelligence businesses.
• 2+ years’ experience directly managing and coaching a customer-facing team.
• Proven track record of improving customer retention, adoption, and expansion metrics.
• Strong commercial acumen and experience influencing revenue outcomes.
• Hands-on experience with Customer Success platforms (e.g., ChurnZero, Gainsight, Totango).
• Excellent communication, consultative questioning, and executive presence skills.
• Ability to collaborate cross-functionally and build strong stakeholder alignment.

Benefits

• Hybrid Working (2 days in the office)
• 20 days working abroad
• Salary sacrifice company car scheme
• Pension
• Health Insurance
• Life Assurance
• Cycle to work scheme

Core Values

https://www.vixio.com/vixio-values