We are working exclusively with our client to find an Enterprise Customer Success Manager.
Qualifications, skills, and all relevant experience needed for this role can be found in the full description below.About:
Our client is a fast-growing, VC-backed SaaS business transforming the property management sector through secure digital access technology. Their platform removes the need for physical keys by enabling remote, controlled access for maintenance teams and contractors, helping property owners reduce operational costs, improve security and drive efficiency across large portfolios.>
Established in Northern Europe, the company has achieved strong product–market fit and demonstrated clear ROI across a substantial customer base. Following successful international expansion into the UK and early traction with enterprise customers, they are continuing to scale their commercial operations.
With accelerating growth and increasing complexity across strategic accounts, the business is now investing further in its Customer Success function to drive retention, expansion and long‑term customer value.
Key Highlights:
- Founded in 2017 and operating with a lean, high‑performing commercial team across Sales, Customer Success and Leadership.
- Proven ROI demonstrated at P&L level for property owner managers – reducing transportation costs, eliminating lost key expenses and improving operational efficiency.
- Just under £3m ARR globally, with strong enterprise momentum and several high‑value deals recently closed.
- Recently hired a dedicated Enterprise Account Executive in the UK who is actively closing large, strategic property portfolios.
- 250 direct customer relationships, including enterprise accounts with significant expansion potential.
- Clear opportunity to formalise enterprise retention and build a structured expansion motion across high‑value portfolios.
- Profitable business with strong backing and a clear strategy to scale the UK market further.
- £90k – £110k base + 50%, stock options, remote working and other benefits to be discussed.
Role:
- Owning and managing a portfolio of high‑value enterprise accounts across the UK, including customers with significant multi‑site portfolios.
- Acting as the primary point of contact for senior stakeholders, building trusted relationships at operational and executive level.
- Driving retention by ensuring customers achieve measurable ROI and successfully embed the platform across their portfolios.
- Leading structured Quarterly Business Reviews (QBRs) and executive check‑ins to align on value, adoption and long‑term strategy.
- Identifying and driving expansion opportunities through upsell and cross‑sell initiatives, working closely with the Enterprise Account Executive to convert opportunities and close commercial growth.
- Partnering closely with the recently hired Enterprise AE, operating in tandem to maximise account penetration and long‑term revenue growth.
- Developing detailed account plans for key enterprise customers, mapping stakeholders and building multi‑threaded relationships.
- Creating scalable processes for enterprise success, helping to formalise expansion and renewal playbooks as the UK business grows.
- Partnering with Product and Commercial teams to relay customer feedback and influence roadmap priorities.
Requirements:
- At least 2 years’ experience managing enterprise SaaS accounts, with clear ownership of high‑value customers.
- Proven experience managing accounts with 6‑figure spend, including responsibility for retention and commercial growth.
- Strong track record of driving Net Revenue Retention through structured expansion, upsell and cross‑sell initiatives.
- Experience operating within an early‑stage or scaling start‑up environment – comfortable building processes, wearing multiple hats and operating with ambiguity.
- Confident in managing senior stakeholders, including C‑suite and executive‑level decision‑makers.
- Able to run structured QBRs, build account plans and develop multi‑threaded relationships across complex organisations.
- Commercially minded, with a strong understanding of forecasting, pipeline visibility and revenue impact.
- Highly organised and proactive – capable of owning enterprise accounts end‑to‑end with minimal oversight. xwzovoh
- Excellent written and verbal communication skills, with the ability to translate operational value into strategic business outcomes.
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