Enterprise Customer Success Manager (UK) in London

Heads up! This role is based 100% in-person from our office in Shoreditch, London.

About Askable

Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we experienced firsthand. We saw a world full of great ideas bogged down by slow, unresponsive research methods. So, we set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights. More than just a platform, Askable is a promise to unlock impact at scale. By providing seamless access to high‐quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter. Now with offices in Brisbane Australia, London, and Chicago, we're bringing Askable's research power to teams everywhere, so they can make smarter, user‐driven decisions.

Our culture drives everything we do. We live it, breathe it, and work every day to make Askable a place where people can thrive. We believe work should be fulfilling, exciting, and meaningful. Here, you're not just part of a team. You're part of a community that cares about what they're building and how they're building it. In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us—because nothing beats winning with a team you genuinely love working with.

About the role

As a Senior Enterprise Customer Success Manager, you'll work closely with your clients to plan, scope, and activate high-impact research. You'll guide them in building a continuous cadence of discovery through Askable Tracks, and ensure the insights they uncover truly move the needle for their business. At Askable, we don't believe Customer Success is just about retention - for us, great CS is about delivering exponential value over time. We're not here to simply keep clients; we're here to help them grow. And we believe that when our clients succeed, we succeed. This is a rare opportunity to help shape and grow the world's biggest brands by connecting them with game‐changing insights from their customers and markets.

What You'll Do

• Guide your customers to shape and deliver research that drives real outcomes for their business and customers.
• Get your customers hooked on Askable Tracks through building a continuous cadence of high‐impact research.
• Scope and plan projects in collaboration with customers, ensuring each one aligns with their objectives and supports insight‐driven decision making.
• Enable and equip stakeholders across research, product, design, and operations - from hands‐on users to senior leaders - to succeed through continuous access to quality research and insights.
• Collaborate with internal teams (Delivery, Fulfilment, Product, Sales) to ensure projects are delivered seamlessly and insights land with impact.
• Actively manage account health to surface risks and unlock opportunities to deliver exponential value - driving retention, growth, and expansion of your client relationships.

Experience You'll Have

• At least 2 years experience in a Customer Success, Account Management or Client Services role within a SaaS or commercial B2B environment.
• Experience managing large, strategic accounts (e.g. £150k+ ARR or high‐complexity stakeholders).
• Proven progression in your career (e.g. promoted, owned more complex portfolios, led initiatives).
• Familiarity with long sales or renewal cycles, enterprise stakeholder dynamics, and post‐sale value delivery.
• Exposure to a high‐growth or startup/scale‐up environment where ambiguity, experimentation, and ownership are part of the job.

Skills & Attitude You'll Bring

This isn't just a relationship role - it's about making your clients successful through strategic partnership and operational follow‐through. You'll bring:

• Strategic thinking and commercial fluency — able to shape long‐term account plans, tie research to business outcomes, and spot opportunities for growth.
• Clear planning and prioritisation — structured in managing portfolios, stakeholder engagement, and next steps.
• Confident communicator and collaborator — able to influence cross‐functional teams and tailor your style for execs or researchers.
• Empathy + edge — you care about people, but are also comfortable using your expertise to deliver healthy challenge that helps clients get closer to their goals.
• Resilience and curiosity — comfortable navigating ambiguity while continuously learning and improving.

Perks and Benefits

We'd love for you to be pumped about the role itself and believe that perks should just be the icing on the cake (not the driving factor for joining the team). Saying that, here are a few benefits to get you even more excited:

• Competitive Salary.
• An extra 15 days of paid annual leave (We call them Askable Days and we all take them on the same day so no one can bother you on that day).
• Breakfast on us, every day!
• Opportunities for international travel, including an epic trip to Askable HQ in Australia.
• Plus more — we’ll be happy to chat about all our other perks during the interview process!

Before you go...

If you're reading this and are excited but a little scared because you don't think you have it all, research shows that some people (particularly women and those in minority groups) are less likely to apply to a job unless they meet every single criteria. At Askable, we're committed to building diverse teams so we'd encourage you to apply even if your past experience doesn't align perfectly with the requirements.