A profitable, organically grown European SaaS scale-up is hiring its first UK-based Customer Success Manager. The platform powers subscription and cloud commerce for MSPs, distributors and telcos, and sits at the heart of how its customers buy, sell and bill.
This is not a classic "relationship-only" CSM role. It's an implementation role first, with customer success built around it. If you've got real implementation scars and want to own a customer from kick-off through to renewal, read on.
What you'll be doing
Owning customer implementations end to end, from kick-off through to go-live and hyper-care
Running multiple projects at once: timelines, dependencies, risks and stakeholder comms
Hands-on configuration, setup and customisation of the platform (no coding required)
Leading requirements gathering and translating business needs into platform solutions, and back again
Delivering customer training, remote and on-site
Acting as the main post-sale point of contact for a portfolio of 10-20 high-value accounts
Running cadence calls and QBRs, and following through on adoption, optimisation and expansion
Owning escalations and account health, working with Support, R&D and Product
5+ years in a customer-facing delivery or success role, ideally as an implementation consultant, technical project manager, TAM or delivery-focused CSM
A solid grasp of APIs and system integrations, and the ability to explain technical workflows clearly to non-technical stakeholders
Strong project management and stakeholder coordination, with confidence at all levels up to C-suite
A startup mindset: pragmatic, adaptable and happy working independently
Professional English, and willingness to travel when needed (planned, not constant)
Nice to have
Experience with subscription platforms, billing systems, marketplaces or channel/partner models
What's on offer
Base salary only, no OTE: (insert band)
Hybrid, with London office roughly twice a month
Flexible hours and a work-from-anywhere scheme
Learning and development budget
Health and life insurance
A genuine growth hire into a tech-driven, friendly, international team, with more hires planned across other regions
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