Senior Customer Success Manager

Join our team as a Senior Customer Success Manager, where you will be the trusted advisor and executive sponsor for our most valuable accounts. You will build relationships at the C-suite and VP level, navigate complex organizations, and drive account growth and revenue. This role requires a strong background in customer success, strategic account management, or management consulting, with a focus on enterprise organizations. You must be comfortable with 30% travel to customer sites.

• Établir et entretenir des relations de confiance avec les clients, en particulier au niveau C-suite et VP, en tant que partenaire stratégique.
• Diriger et faciliter des examens d'affaires exécutifs, en reliant le retour sur investissement de la plateforme aux priorités au niveau du conseil d'administration.
• Identifier et développer des champions internes à plusieurs niveaux de l'organisation, en veillant à ce que l'adoption et la défense ne dépendent pas d'un seul sponsor.
• 5+ years in a Customer Success, Strategic Account Management, or Management Consulting role, with a minimum of 3 years working exclusively with strategic accounts
• Demonstrable history of retaining and growing revenue within a large portfolio, with clear examples of upsell and expansion driven through relationship-led strategy
• Background in Martech, CRM, CDP, marketing automation, or data-driven marketing technology strongly preferred; experience as a CRM or marketing practitioner is a significant advantage
• Enterprise navigator: you understand how complex organisations work: the politics, the approval structures, the competing agendas. You find a way through, not around
• Proven, demonstrable experience building and managing executive-level relationships (VP and above) within large, matrixed organisations, this is non-negotiable
• Consultative and curious: you ask the right questions, listen deeply, connect business challenges to platform solutions, and tailor your approach to each organisation's maturity and goals
• Data-driven: you are comfortable using usage data, dashboards, and ROI analysis to substantiate your recommendations and build compelling narratives for renewal and expansion. You identify solutions to optimise processes to make decisions faster, with less risk
• Highly organised: you manage a complex, high-value portfolio without dropping the ball, and you know when to delegate versus when to stay close
• A track record of successfully navigating complex organisations of different sizes, industry and geography: managing multiple stakeholder groups, chairing cross-functional programmes, and sustaining engagement across long sales and success cycles
• Commercially sharp: you identify expansion signals early, build compelling business cases, and understand how to structure commercial conversations with enterprise procurement teams. You are data driven, metric savvy and effective forecasting
• Executive presence: you are credible, composed, and confident engaging with senior stakeholders. They respect your perspective and value your counsel
• Fearless challenger: you are comfortable pushing back on C-suite stakeholders, guiding large organisations through uncomfortable change, and standing firm when it is in the customer's best interest. You are influential, credible and professional
• Approaches AI as a practical tool for doing better work; whether that's faster research, sharper prep for client calls, or smarter prioritisation. Should use it to support reporting, analyse health signals and scale personalisation
• Comfortable with 30%+ travel to customer sites, predominantly UK with some international travel required