Customer Success Manager (Enterprise SaaS)
Location: Hybrid | Central London
We’re supporting a growing enterprise software organisation that provides solutions focused on system performance, visibility, and operational reliability across complex IT environments.
Their technology is used by organisations running large-scale, business-critical systems, particularly within regulated and high-dependency sectors.
This is a great opportunity to join a well-established yet evolving business, offering strong career development, exposure to enterprise clients, and the chance to work in a technically engaging environment.
The Role
This role is suited to a technically capable Customer Success professional who is comfortable working in complex enterprise settings.
You will act as a trusted advisor to customers, working with both technical teams and senior stakeholders to ensure successful adoption and ongoing value from the platform.
The position focuses on long-term customer outcomes, including engagement, optimisation, and retention.
Key Responsibilities
- Build and maintain strong relationships with enterprise customers
- Support customers in achieving their objectives through the effective use of the platform
- Track customer engagement and usage to identify risks and opportunities
- Work with a range of stakeholders, including engineering, operations, and leadership teams
- Deliver onboarding, training sessions, and regular service reviews
- Partner with internal teams to address customer needs and improve overall experience
- Keep accurate records of account activity, risks, and plans
- Contribute to improving internal customer success processes
Requirements
- Experience in Customer Success, Technical Account Management, or a similar role
- Background working with technical or infrastructure-focused software solutions
- Understanding of enterprise IT environments, including cloud and on-premise systems
- Experience supporting customers in regulated or complex industries
- Ability to analyse usage data and identify trends or risks
- Confident delivering presentations, workshops, or reviews
- Strong communication skills across both technical and business audiences
- Proactive and able to work independently as well as part of a team
- Exposure to monitoring, observability, or performance-related tools
- Experience working with large-scale or high-availability systems
- Familiarity with cloud platforms and modern infrastructure environments
- Awareness of automation or data-driven operations within IT teams
What’s on Offer
- Competitive salary and overall package
- Pension scheme and income protection
- Enhanced parental leave
- Flexible hybrid working
- Opportunities for progression within a growing organisation
#J-18808-Ljbffr