Enterprise Customer Success Manager
Hybrid | North West HQ (2 days per week or client site) | Enterprise Accounts (Many in London)
This is not a traditional Customer Success role.
We’re looking for someone to help build an entirely new Enterprise Customer Success function within an established, privately-owned technology business of around 600 employees worldwide.
With no legacy account ownership or existing Customer Success structure to inherit, you’ll have the opportunity to shape how strategic customer engagement is delivered from day one.
You’ll inherit a small portfolio of 2-4 major enterprise customers, many of whom are household names across sectors including insurance and retail. These organisations already invest in our client’s core software platforms and managed services, but many are unaware of the wider capabilities available to support their digital transformation journey.
Your role is to change that.
Rather than managing support relationships, you’ll build trusted partnerships with senior business and technology leaders, understanding where each organisation is heading strategically and positioning additional solutions that genuinely help them achieve their objectives.
This is a consultative relationship role where success comes through credibility, curiosity and commercial awareness—not hard selling.
What you’ll be doing
- Build strategic relationships across a portfolio of enterprise customers.
- Move engagement beyond operational contacts and establish trusted relationships with senior stakeholders, ideally operating one level below the C-suite.
- Understand customers’ business priorities, transformation programmes and strategic objectives.
- Identify opportunities to introduce additional products, professional services and consulting capabilities.
- Act as the voice of the customer internally whilst becoming a trusted advisor externally.
- Create executive engagement opportunities, including introductions between senior customer stakeholders and company leadership.
- Help shape the future direction of a brand-new Customer Success function.
What success looks like
- Customers view you as a trusted business partner rather than a supplier.
- Executive-level relationships are established across your accounts.
- Existing customers gain a broader understanding of the organisation’s capabilities.
- Additional services and solutions are adopted because they solve genuine business challenges.
- You create opportunities for senior leadership to engage directly with customer executives.
- You become one of the key faces of the organisation within your customer portfolio.
About you
You’ll be naturally relationship-driven, commercially aware and comfortable operating without constant direction.
This role will suit someone who enjoys autonomy and takes ownership rather than waiting to be told what to do.
You’ll likely have:
- 7-10 years’ experience in Enterprise Customer Success, Strategic Account Management or Customer Engagement.
- A track record of growing existing enterprise accounts through trusted relationships.
- Experience working with large, complex organisations undergoing digital or data transformation.
- Exceptional stakeholder management skills with experience engaging senior business and technology leaders.
- Strong commercial awareness without relying on aggressive sales techniques.
- Excellent communication, presentation and influencing skills.
- Experience within enterprise software, cloud, managed services or technology consulting environments.
Exposure to AI, Frontier AI or AI Governance would be advantageous.
Why this opportunity?
- Join a successful, family-owned global technology business.
- Work directly with senior leadership, including a CEO who remains heavily involved in the business.
- Be one of the first members of a newly created Customer Success team.
- High levels of autonomy and trust.
- Clear progression into Strategic Account Director / Key Account Director roles.
- Annual salary reviews and long-term career development.
- Hybrid working with a combination of office, home and client site visits.
- If you’re looking for a role where you can genuinely influence customer strategy, build executive relationships and help shape a growing Customer Success function, we’d love to hear from you.
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