Senior Customer Success Manager

About the role

We are partnering with a fast‑growing, well‑funded SaaS business that helps organisations capture and act on employee feedback using AI‑driven technology. As a Senior Customer Success Manager you will own strategic enterprise accounts, guiding them from onboarding through adoption to renewal, and ensuring they extract maximum value from the platform.

Key responsibilities

• Manage a portfolio of strategic and enterprise‑level clients, building strong relationships with senior stakeholders.
• Lead onboarding, implementation and adoption initiatives to drive product utilisation.
• Conduct strategic reviews and value‑based conversations to showcase impact.
• Identify adoption gaps, risks and growth opportunities, driving renewals and Net Revenue Retention.
• Uncover upsell and cross‑sell opportunities across the account base.
• Deliver insight‑led training sessions and results walkthroughs.
• Develop and execute strategic account plans.
• Act as the voice of the customer, influencing product development.
• Contribute to the evolution of client success processes, playbooks and best practices.

Required profile

• Proven experience managing mid‑market or enterprise SaaS customers.
• Strong background in customer success and account management.
• Commercial awareness around renewals, retention and growth.
• Ability to lead strategic business reviews and value conversations.
• Data‑driven mindset with the ability to translate insights into actionable recommendations.
• Comfortable learning new platforms and technologies.

Required skills

What we offer

• £60,000‑£70,000 per annum plus bonus.
• Hybrid working model based in Milton Keynes.
• Opportunity to work with an AI‑powered employee experience platform.
• Collaborative, fast‑growing SaaS environment that encourages innovation.