Senior Customer Success Manager

London Source: WhatJobs

£70,000–£90,000

Location: London (On-site 4 days a week)

Type: Full-time

Overview

This platform underpins some of the most advanced customer engagement strategies globally, trusted by leading enterprise brands such as Airbnb, Spotify, NBCUniversal, JetBlue, Marks & Spencer, and ASOS. Operating at significant scale, it processes billions of transactions each year and enables real‑time interactions for hundreds of millions of consumers. Backed by a global organisation of 700+ employees across North America, EMEA, and APAC, the business combines the pace of a high‑growth scale‑up with the backing and infrastructure of a well‑established international company. Deeply embedded within clients’ technology stacks, it acts as a mission‑critical layer for managing and activating customer data – powering everything from acquisition and onboarding through to retention, personalisation, and lifetime value optimisation.

Why This Opportunity Stands Out

Operates in the high‑growth CDP and data activation market, one of the most in‑demand areas in SaaS
A market‑leading platform trusted by global enterprise brands
Strong product‑market fit, with clear ROI for customers (driving revenue, retention, and personalisation at scale)
Backed by advanced AI and machine learning capabilities, enabling real‑time decisioning
Significant post‑merger momentum, unlocking new cross‑sell opportunities and accelerating growth
Exposure to complex, high‑value enterprise customers and strategic use cases

The Role

As a Senior Customer Success Manager or Customer Success Manager (there are 2 roles), you will own and grow relationships with a portfolio of strategic enterprise customers across EMEA.

You will act as a trusted advisor, helping customers unlock the full value of a powerful data platform while driving adoption, expansion, and long‑term success. This is a highly commercial CSM role with clear impact on revenue growth.

Key Responsibilities

Build deep, trusted relationships with senior stakeholders across enterprise accounts
Partner with customers to define and execute data‑driven success strategies aligned to business goals
Drive adoption of the platform by enabling high‑impact use cases across marketing, product, and data teams
Identify and deliver expansion opportunities across products, features, and use cases
Lead strategic business reviews, demonstrating ROI and aligning on future growth plans
Collaborate closely with Sales, Solutions, and Product teams to deliver a seamless customer experience
Act as the voice of the customer internally, influencing product innovation

Requirements

3+ years in Customer Success, Account Management, or Solutions Consulting within enterprise SaaS
Experience working with large, complex, global customers
Strong understanding of data, martech, CDPs, or adjacent technical platforms
Commercially minded with a track record of driving retention and expansion
Ability to translate data and platform capabilities into tangible business outcomes
Comfortable operating in a fast‑paced, high‑growth environment