Senior Customer Success Manager – 12 Month FTC London (Hybrid – 3 days office-based in central)£A high-growth, AI-powered customer intelligence platform is looking for a commercially driven operator to take ownership of their enterprise expansion strategy. The platform helps global brands turn unstructured customer data into actionable insight, with clients across sectors including financial services, tech, FMCG, and media. Their platform is used by teams in CX, insight, brand, and digital — and is particularly strong in survey analysis, conversational analytics, and fan intelligence.
You’ll take the commercial lead across a range of strategic enterprise accounts — working alongside Account Managers to identify and secure upsell and cross-sell opportunities. Driving account expansion into new use cases and budget lines Tracking commercial metrics: NPS, usage, retention and performance KPIs Partnering with Customer Success to ensure programmes of work align with business objectives Acting as a commercial voice within the business, bringing clarity and structure to how the platform scales across enterprise accounts 6–12 years’ experience in a commercial or client-facing role~ Background in insight agencies, SaaS, BI platforms or customer experience~ Excellent communicator with a commercial mindset…