Our client provides an AI-driven platform that helps enterprise organizations transform their field operations, streamlining workflows for everyone from field technicians to C-suite executives.

We are searching for a hands-on, customer-obsessed Customer Success Manager who views challenges as opportunities and customer ROI as the ultimate victory.

The Role: Strategic Transformation

This is not a passive monitoring role. As a CSM, you will be the trusted advisor ensuring customers don’t just implement a platform—they transform their business with it. You will navigate complex organizational landscapes, building relationships across IT, operations, and service delivery leadership.

Key Responsibilities

• Own the Journey: Manage the post-implementation journey for a portfolio of accounts, driving adoption from go-live through to sustained ROI.
• Proactive Health Monitoring: Monitor usage, sentiment, and support trends to orchestrate interventions before issues escalate into churn risks.
• Lead QBRs: Facilitate Quarterly Business Reviews that demonstrate measurable value, identify expansion opportunities, and strengthen executive ties.
• Change Management: Lead workshops and training to transform user resistance into platform advocacy.
• Drive Growth: Identify and qualify expansion opportunities to meet Net Retention Revenue (NRR) targets and own the renewal process.
• Cross-Functional Collaboration: Partner with Product on roadmap feedback, Sales on commercial opportunities, and Engineering on technical escalations.

Who You Are

• The Strategic Hustler: You possess a "first-principles" thinking style, balancing long-term vision with a bias for tactical execution.
• A Master Orchestrator: You can navigate multi-layered organizations and influence stakeholders without direct authority.
• Technically Fluent: You understand product functionality deeply enough to troubleshoot credibly with IT teams.
• Data-Driven: You make decisions using data but are comfortable moving forward with 70% certainty in fast-paced environments.
• Values-Driven: You embody the core pillars: Be Hungry, Be Humble, Be Honest, and Hustle.

Requirements

• Experience: 5–8 years in Customer Success, Account Management, or Consulting within the B2B SaaS sector.
• Track Record: Proven experience managing complex enterprise relationships and delivering measurable business outcomes.
• Communication: Exceptional presentation and facilitation skills; ability to distill complex technical data into actionable executive insights.
• Location: Remote based in the UK or Europe.
• Travel: Ability to travel occasionally for in-person customer collaboration as needed.

Why Apply?

• The chance to work with a high-growth, innovative platform at the forefront of AI and field service.
• A high-impact role where you shape the CS methodology and playbooks for the entire organization.
• A collaborative, global environment that values resourcefulness and persistence.