Senior Customer Success Manager / Account Manager

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About Us

We’re Xelix, an AI‑powered Control Centre for Accounts Payable teams. We work with some of the largest global companies to automate and enhance their financial control processes. At the heart of our product, we leverage machine learning techniques developed by our AI Engineering team to provide a more sophisticated offering than existing solutions.

Base pay range

£55,000 - £70,000 depending on experience plus commission.

About The Role

We are looking for an experienced and hands‑on Senior Customer Success Manager / Account Manager to join our fast‑growing scale‑up.

What You’ll Be Doing

• Act as a consultant to some of our highest‑tier customers; building CSPs, monitoring value realisation and preparing & presenting success metrics to the C‑Suite.
• Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.
• Consistently monitor customer health & engagement. Proactively identify churn risk and engage internal stakeholders.
• Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision‑makers, and influence leaders to drive change across the organization.
• Proactively triage technical and non‑technical queries and identify solutions with efficiency.
• Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.
• Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap.
• Communicate product deliverables and timelines to customers.
• Work collaboratively with the commercial and technical teams to find the best product solutions.
• Work with the other CSMs, founders and commercial teams on strategic topics such as market trends & competitor analysis.

What You’ll Bring

• At least 3 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast‑paced tech company.
• Experience managing complex enterprise customers, involving six‑figure ACVs and engagement at senior levels.
• Proven track record of identifying at‑risk customers and driving complex resolution plans.
• Success in managing cross‑sells, upsells and renewals without assistance (MEDDIC experience ideally).
• Speedy learner with the ability to grasp new technologies, product features & processes quickly and use that knowledge to educate customers.
• Excellent time management and prioritisation skills.
• Strong verbal and written communication skills.
• Attention to detail with experience managing multiple complex work streams at once.
• Confident, high‑energy and personable with proven success in building relationships.
• Robust analytical and problem‑solving skills.
• A do‑er, excited to make a difference and passionate about delivering exceptional customer experiences.

What We Offer In Return

• Competitive salary of £55,000 - £70,000 depending on experience plus commission.
• 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days.
• Hybrid working with two days a week from our dog‑friendly Hoxton office and on‑site gym.
• Comprehensive private medical & dental cover with Vitality.
• Enhanced parental leave pay.
• £500 personal annual budget for learning & development.
• Carbon‑neutral operation with ambitious carbon reduction goals.
• Team socials & activities.
• Annual team retreat.

We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we’d love to hear from you! And if you have a disability, please let us know if there’s any way we can make the interview process better for you - we’re happy to accommodate.