Customer Success Manager

Join a SaaS scale-up doing big things with Gen AI. We’re hiring on behalf of an AI-powered (CcaaS) customer journey platform that’s genuinely transforming how brands connect with their customers. Think smart automation, multi-channel interactions, and beautifully designed user experiences – the technology is awesome!

This isn’t our first rodeo with this team; we know them well and can vouch for the culture, the leadership, and the product. With a sub-50 headcount and strong funding/partnerships in place, the Customer Success team is growing to meet demand.

The opportunity

This is more than just a Customer Success Manager role. You’ll be working directly with some globally recognised brands, helping them get the most out of a cutting-edge platform that’s pushing the boundaries of customer engagement. As a Customer Success Manager, you’ll own a book of around 60 accounts generating £700K+ in ARR. The role blends mid and high-touch engagement and spans the full customer lifecycle, from onboarding through to renewals and expansion.

You’ll be helping shape the CS function as the business scales, so it’s a great fit for someone who wants to make their mark and grow with the team. Culturally, these guys are a small but punchy team of tech enthusiasts. They’re not looking for passengers here, and they’ll value someone with enthusiasm, drive, and initiative. Ideas are shared and valued, and the team wins together. It’s a start-up business, so you’ll know and LOVE what that’s about.

The role

• Onboarding new customers and ensuring smooth adoption of the platform
• Proactively identifying opportunities for growth and upsell across your accounts
• Becoming the client’s advisor on AI-led CX transformation
• Collaborating with internal product and technical teams to support client needs
• Owning account health and ensuring long-term customer retention
• Meeting clients in-person where beneficial (UK travel occasionally required)

About you

• Proven experience in SaaS Customer Success (mid to high-touch) owning a similar book (Ideally within a: CcaaS, CX platform, marketing technology, ChatBot, AI)
• Commercially minded with a record of driving account growth
• Startup/scale-up experience or excited by the pace of it
• Naturally curious, especially about AI, CX, and digital transformation
• Confident communicator who can simplify complex ideas and build trust
• Analytical thinker who can interpret data and turn insights into action
• Self-starter who enjoys rolling their sleeves up and getting involved beyond just CS

What’s in it for you?

• £45,000 base + 20% OTE bonus
• Fully remote work (UK-based) with occasional in-person meetups
• 4.5-day work week — early Friday finishes!
• Business stock options
• Private healthcare
• 25 days holiday (plus bank holidays)