Customer Success Manager

Customer Success Manager – B2B SaaS (Enterprise / Mid-Market)

Location: Central London

A fast-growing AI Video SaaS company with millions of global users is expanding its Enterprise & Mid-Market Customer Success team.

Key Responsibilities:

• You will own a portfolio of 40-50 Enterprise and Mid-Market accounts
• Build strong, senior relationships with enterprise customers and become a trusted advisor to key stakeholders
• Deeply understand each customer’s business goals, use cases, and success criteria
• Drive onboarding, adoption, and ongoing value realisation across accounts
• Lead structured business reviews focused on outcomes and ROI
• Partner with Account Executives to progress expansion opportunities from discovery to close

Requirements:

• Several years of experience in a customer-facing commercial role within a subscription-based or technology-driven business
• Demonstrated responsibility for customer retention and revenue growth
• Ability to engage and manage senior stakeholders within large organisations
• Strong analytical and problem-solving skills
• Ability to interpret data and translate insights into actionable strategies
• Effective discovery and needs-analysis capabilities
• Experience collaborating with sales or commercial teams on growth opportunities
• Excellent written and verbal communication skills
• Strong presentation and communication abilities

Preferable to have:

• Experience selling or expanding into Enterprise L&D, IT, HR & Internal Communications
• Experience in AI-enabled or transformation-focused products
• Familiarity with CRM tools (HubSpot, Salesforce)

What’s on Offer

• Opportunity to grow with a profitable, product-led SaaS business
• A supportive and accountable team culture with a sense of fun
• Highly creative product used by a diverse, global user base
• Volunteering opportunities
• Fully stocked office in a central location

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