Senior Customer Success Manager (Sr CSM)

Quinyx is an innovative, agile tech company building workforce management solutions that streamline scheduling and time reporting for almost a million users worldwide. We value passion, quality, innovation, trust, and collaboration.

As a member of Quinyx, you'll be part of an inclusive and diverse workplace with a hybrid working set up, requiring attendance at our London office at least twice per week.

About The Role

The Senior Customer Success Manager acts as a trusted advisor and strategic partner to Quinyx’s largest and most complex customers, owning outcomes end‑to‑end and driving adoption, retention, and growth.

Responsibilities

• Own a portfolio of enterprise or high‑value accounts.
• Drive adoption, engagement, and measurable outcomes aligned with customer business objectives.
• Manage renewals, pricing adjustments, and contract discussions, collaborating closely with Key Account Managers to identify upsell and cross‑sell opportunities.
• Act as a trusted advisor, influencing senior decision‑makers and guiding strategic discussions that demonstrate ROI and business impact.
• Proactively monitor account health, identify risks early, and design mitigation plans to ensure retention and satisfaction.
• Analyze customer data to identify trends, forecast needs, and surface actionable insights that inform customer strategies and internal priorities.
• Partner with internal teams (Sales, Product, Analytics, Support, Customer Learning & Development, Implementation) to ensure seamless execution of success plans.
• Lead internal win rooms and alignment sessions to drive focus and collaboration around key customer goals.
• Hold periodic roadmap reviews with customers, aligning Quinyx’s product evolution with their strategic objectives.
• Deliver compelling presentations and product demonstrations to showcase value and drive adoption.
• Provide peer‑level guidance to other CSMs, sharing best practices and contributing to a culture of collaboration, knowledge sharing, and continuous improvement.
• Lead or contribute to Customer Success improvement projects, helping to refine processes, tools, and playbooks across the team.

Qualifications

• Proven experience managing and growing enterprise or strategic customer portfolios, including successful contract renewals and expansions.
• Strong influencing and relationship‑building skills, with experience engaging C‑level executives and senior stakeholders.
• Commercially minded, able to connect customer outcomes to business impact and ROI.
• Analytical and data‑driven, able to interpret complex information and translate insights into actionable recommendations.
• Solid technical background, ideally with hands‑on experience in SaaS or license‑based software environments.
• Ability to simplify and communicate technical concepts clearly to both technical and non‑technical audiences.
• Excellent communication and presentation skills, confident in leading executive discussions, workshops, and negotiations.
• Highly organized and self‑driven, with a proactive approach to managing workload and competing priorities.
• Collaborative, team‑oriented, and passionate about contributing to shared success.
• Experience aligning customer roadmaps with product direction to deliver long‑term strategic value.

Desired

Experience in Payroll, HCM (Human Capital Management), Workforce Management, or related domains.

Benefits & Perks

Healthy lifestyle support with flexible work hours, enhanced vacation allowance, gym membership contribution, and the chance to participate in our yearly ugly Christmas sweater competition.

Life at Quinyx

We are a global team of 40 nationalities who enjoy Swedish Fika, workshops, group runs, and after‑work socials. We foster a family atmosphere and committed to sharing knowledge and supporting one another.

Equal Opportunity Statement

Quinyx provides equal employment opportunities and strives for an inclusive and diverse culture. All applications are considered without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, marital status, disability, or veteran status.

All candidates are subject to background checks.

Seniority level

Mid‑Senior level

Employment type

Full‑time

Job function

Customer Service

Industry

Administrative and Support Services

Location & Salary

London, England, United Kingdom – £40,000.00 - £45,000.00 per annum.

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