Customer Success Manager

About the role

Yonda is looking for a Customer Success Manager to drive commercial growth within a portfolio of clients in London. Working hybrid, you will combine relationship management with revenue‑generating activities such as upselling, cross‑selling and renewal negotiations.

Key responsibilities

• Own commercial performance of an assigned client portfolio, focusing on upsell, cross‑sell and net revenue retention.
• Identify expansion opportunities across jurisdictions, product lines and service tiers based on client trajectory and regulatory triggers.
• Run structured upsell/cross‑sell conversations and negotiate contract renewals as growth moments.
• Build and maintain a rolling pipeline of expansion opportunities, reviewed regularly with the CSM Lead.
• Handle all commercial conversations, including contract queries, fee discussions, renewals, cancellations and expansions.
• Monitor client health proactively and flag at‑risk accounts before revenue impact.
• Act as primary point of contact for clients across email, video and phone, participating in regular client reviews.
• Escalate complex or sensitive client issues, triage queries and support the wider Support team during high‑volume periods.
• Maintain working knowledge of indirect tax regulations to spot expansion triggers and act as client‑side contact for filing/registration queries.
• Keep client records accurate in Yonda Admin Portal, Intercom and HubSpot, and maintain internal process documentation.

Required profile

• 2+ years in a client‑facing commercial role (Customer Success, Account Management or similar) with revenue or retention targets.
• Proven ability to run pricing, contract negotiations and achieve growth metrics.
• Strong analytical mindset to identify regulatory or business triggers for expansion.
• Comfortable communicating regularly with clients via email, video and phone.
• Proactive problem‑solving attitude and ability to manage escalations.

Required skills

• Intercom
• HubSpot

What we offer

• Base salary £35,000‑£40,000 plus commission.
• Hybrid working model (2 days per week onsite in Camden, London).
• Opportunity to influence revenue growth and work with a collaborative team.