Customer Success Manager New Cambridge, England, United Kingdom

Speechmatics is a cutting-edge AI company breaking down cultural barriers by building diverse and inclusive speech technology. We’re looking for a Customer Success Manager to join our ambitious and collaborative team. In this exciting commercial, customer-facing role, you’ll play a critical part in helping customers realise the full value of Speechmatics’ technology. You’ll be responsible for building strong relationships, driving product usage, and leading on renewals and account growth. Acting as the voice of the customer across the business, you’ll collaborate closely with cross-functional teams to ensure customer needs are understood and reflected in our roadmap. This is a high-impact role at the heart of a fast-growing AI company, offering the opportunity to work with a broad and dynamic portfolio of customers.

What you\’ll be doing

• Manage a diverse book of business c.£2M ARR; including strategic accounts
• Own all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion (post-12-month mark).
• Build deep knowledge of each customer’s use case, helping them drive value through new product feature adoption, expand into new markets ultimately help grow their business.
• Full ownership of renewals, cross-sell and upsells.
• Collaborate closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned delivery and feedback loops.
• Work hand-in-hand with Sales Engineers to deliver technical support ensure our customers have an optimised solution.
• Regularly communicate performance, risks, and opportunities across your accounts to internal stakeholders.

Who we\’re looking for

• Proven experience in Customer Success or Account Management in a fast-paced environment; ideally in SaaS, AI/ML, or API-based technology.
• A commercially driven mindset with experience owning renewals, negotiating contracts, and identifying growth opportunities.
• Strong communicator, both written and verbal. Additional language skills; particularly Spanish, would be a strong advantage but are not required.
• Someone who thrives in a start-up or scale-up culture; proactive, adaptable, and ready to get stuck in.
• Able to navigate technical conversations confidently and work cross-functionally with internal teams.
• Organised and analytical, with the ability to present data and insights clearly to drive decision-making.
• A genuine interest in speech technology, AI, and delivering long-term customer value.

We encourage you to apply even if you do not feel you match all of the requirements exactly. The list of requirements is intended to show the kinds of experience and qualities we’re looking for, but it is not exhaustive. If you are interested in the role, the team, and our mission, we would love to consider your application. We are always open to conversations and look forward to hearing from you.

Who we are:

Speechmatics is the leading expert in Speech Intelligence, and uses AI and Machine Learning to unlock business value in human speech worldwide. We work with an amazing mix of global companies, and our technology can integrate into our customers stack irrespective of their industry or use case – making it the go-to solution to harness useful information from speech.

Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We believe in putting people first; we’ll do all we can to help you develop your skills and give you the tools you need to thrive. Our Focus Fridays give you an undisturbed day of focus, offset with Together Tuesdays when we have our team meetings, so you\’ve always got the right balance.

We have structured a hybrid approach that includes 2-3 designated office days each week. This arrangement ensures that while we embrace the advantages of remote work, we also maintain the vital connection and synergy that only in-person interactions can foster.

This is only the beginning; we’re looking for amazing people like you to continue our journey…

What we can offer you:

No matter what stage of your career you’re at – from paid internships and first-job opportunities through to management and senior positions – we’ll support you with the training and development needed to reach your career aspirations with us. There really is no shortage of opportunities here for you to get involved and collaborate with those around you to deliver your best work.

We offer incredibly flexible working, regular company lunches, and birthday celebrations. But that’s not all. We’ve spoken to our teams to find out what they want. From Private Medical, and Dental for you and your family, through to global working opportunities, a generous holiday allowance and pension/401K matching, we want to make sure our employees and their families are looked after. Every employee will receive a working from home allowance for tech or home office equipment (on top of your choice of laptop and accessories of course). Our approach to parental leave is designed to support employees globally. While this varies by geo, we have support in place for parents (including adoption assistance and reproductive health services) to ensure they have the time and financial resources needed to care for their growing families.

At Speechmatics, our mission is simple: Understand Every Voice out there.

That\’s not just about our tech – it\’s the heart and soul of who we are.We welcome different experiences, viewpoints, and identities. For us, it’s not just the right thing to do; it’s our catalyst for sparking innovation and creativity. Our teams thrive in an environment that celebrates and supports everyone – no matter their gender, identity or expression, race, disability, age, sexual orientation, religion, belief, marital status, national origin, veteran status, pregnancy, or maternity status.

But we don’t just open the door to diversity – we actively welcome it. Why? Because we believe every unique voice adds something special to our team, leading us to smarter solutions and a better workplace.

So, come as you are and join our Speechling community. We’re building a place where every voice not only gets heard but is also respected and valued.

We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.

#LI-Hybrid

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