Senior Customer Success Manager at Altura

Overview

We’re Altura, an ambitious SaaS startup, building the first AI powered Agentic Virtual Bidmanagement Assistant to automate the bid lifecycle for enterprise bid teams. We’re growing quickly and looking for a Senior Customer Success Manager to strengthen our enterprise relationships and drive value, growth, and expansion with our largest customers.

We value innovation, collaboration, and making a real impact.

Responsibilities

• Customer engagement: Build and maintain strong relationships with enterprise customers, serving as the main point of contact for all post-sales activities.
• Needs analysis: Conduct detailed analyses to understand customer goals and align our solutions to their specific needs.
• Account growth: Identify upsell opportunities and work with Sales and Product teams to drive revenue growth within existing accounts.
• Customer advocacy: Boost customer satisfaction through proactive support and problem-solving, maximizing customer value and success.
• Problem-solving: Resolve customer questions quickly and effectively by collaborating closely with internal teams.
• Product knowledge: Develop deep expertise in our products and services, staying up to date on updates and improvements to effectively communicate their value to customers.
• Feedback loop: Act as a channel for customer feedback, sharing valuable insights with the product development team to drive continuous improvement.

Qualifications

• A bachelor’s degree in Business Administration, Marketing, or a related field.
• At least 3 years of experience in Customer Success or relevant commercial roles (e.g., Account Executive). Bonus points if you have worked in a B2B SaaS environment.
• Proven track record of managing enterprise-level accounts and driving customer success.
• Excellent communication, interpersonal, and presentation skills in English.
• Ability to collaborate effectively with cross-functional teams.
• Results-oriented with a focus on exceeding customer expectations.
• Basic knowledge of ISO 27001 is essential, as well as a willingness to fully comply with our information security management guidelines related to risk management, cyber resilience, and operational excellence.

You should apply if

• You thrive in an impactful role. You enjoy building scalable processes and get energy from seeing tangible results from your work.
• You take ownership. At Altura, you’ll have the freedom to make important decisions, lead projects, and try out new ideas. If you excel in creative and independent environments, we’d love to hear from you!
• You’re passionate about innovation. Every day we tackle unique challenges. If you’re excited about solving relevant problems, we want you on our team.

You should not apply if

• You like strictly defined roles. At Altura, roles are dynamic and require flexibility, wearing multiple hats, and keeping a strategic overview to make an impact.
• You need a lot of guidance. Success at Altura requires initiative and problem-solving without constant direction. If you prefer clear processes and extensive guidance, this may not be the right place.
• You’re afraid of making mistakes. We believe learning from mistakes is important. If you’re reluctant to take risks and test new ideas, this may not be the right environment for you.

Benefits

• Work: Join an AI-driven SaaS startup scaling into a scale-up.
• Time: 40 hours per week
• Compensation: Competitive salary and Virtual Stock Units (VSUs).
• Time off: 26 vacation days
• Tech: Access to all tools and tech stack you need
• Flexibility: Hybrid/remote options with flexible schedules as long as results are delivered.
• Fun: Team outings and social activities.
• Development: A budget to spend on courses you want to follow
• MacBook
• Hybrid work model: 3 days per week at our London office (King\'s Cross)

Interview Process

• Talent Acquisition Interview: Initial conversation if your experience matches the role.
• Hiring Manager Interview: Discuss the role and your experience with the Hiring Manager, Head of Customer Success.
• On-site Mock QBR: Prepare a case study and present to CS and Sales.
• Team Interview: Meet a Senior CSM and discuss customer scenarios and collaboration to improve the product.
• CEO Final Interview: Final conversation with Altura’s CEO to align on mission and vision.

Altura is a fast-growing B2B AI SaaS company with big ambitions. We launched Altura in 2022 and are growing rapidly, with a team expanding from 8 to 45 people. Read more about our Series A and what’s next here.