Senior Customer Success Manager - 12 month FTC

Southwark, London (Hybrid, 3 days in office)

Join one of the UK’s most exciting AI‑driven insight platforms, helping global brands turn customer feedback into business‑changing intelligence. This is an opportunity to take ownership of key client relationships, drive commercial growth, and play a pivotal role in shaping how world‑leading brands understand their customers.

The Company

This fast‑growing Customer Intelligence platform helps brands like Amazon, Nespresso, HSBC, and Ogilvy unlock the “why” behind customer sentiment. Using advanced text analytics and comparative linguistics, they translate unstructured data — from surveys, reviews, and conversations — into actionable insights that improve CX, NPS, and brand performance. With around 50 employees across London and Manchester, they combine the pace of a start‑up with the stability of a global client base.

The Role

As a Senior Customer Success Manager, you’ll act as the commercial partner for a portfolio of enterprise clients, ensuring long‑term success, retention, and growth. You’ll be the voice of the customer across the business — driving adoption, spotting upsell opportunities, and influencing the roadmap.

Key Responsibilities

• Manage key enterprise client relationships and oversee renewals, usage, and retention
• Identify commercial opportunities to upsell or cross‑sell additional products and services
• Partner with Product, Sales, and Engineering to align client needs with the product roadmap
• Lead on QBRs, usage reporting, and client insights to track KPIs, churn, and NPS
• Collaborate across teams to deliver value and strengthen customer advocacy

Your Experience

• 6–12 years’ experience in Customer Success or Account Management within SaaS, BI, or insights environments
• Proven track record in renewals, upsell, and client retention
• Strong communication and stakeholder management skills (comfortable engaging C‑suite)
• Background in market research, analytics, or data‑driven customer experience is highly advantageous
• Commercially minded, relationship‑driven, and excited by growth

What’s on Offer

• 24 days holiday + flexible working
• Pension, cycle‑to‑work scheme, and training through their dedicated Academy

This is a brilliant opportunity for a commercially minded Customer Success Manager who wants to make an impact in a high‑growth SaaS environment working with some of the world’s biggest brands.

Seniority level

• Mid‑Senior level

Employment type

• Full‑time

Job function

• Marketing
• Staffing and Recruiting