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For Companies At a Glance
- Tasks: Lead customer success initiatives and drive growth for strategic accounts.
- Company: Join a fast-paced, innovative company transforming business trust with AI-powered solutions.
- Benefits: Enjoy flexible remote work, generous leave, and a comprehensive benefits package.
- Why this job: Be a key player in shaping customer success and making a real impact.
- Qualifications: 5+ years in Customer Success within a B2B SaaS environment.
- Other info: Dynamic startup culture that values initiative, collaboration, and continuous learning.
The predicted salary is between 36000 - 60000 £ per year.
Company Overview
Athennian increases trust in business. Our products help legal, finance, and tax teams be transaction and audit-ready by organizing business entity and corporate structure information. Over a million business entities in almost every country are managed on Athennian to automate workflows for ownership, company secretarial, governance, tax, and compliance.
The Role
As a Senior Customer Success Manager (CSM), reporting directly to the Director of Customer Success, you won't just manage accounts — you'll be a strategic leader and a trusted partner to our customers, helping them achieve lasting success. This role embodies curiosity, action, humanity, persistence, innovation, and candor — guiding how we serve customers, collaborate as teammates, and deliver measurable outcomes. You will define what world-class customer success means at Athennian, sculpting new, scalable processes, mentoring your fellow team members, and ensuring our most strategic partners achieve transformational outcomes. You are the CEO of your book of business, directly influencing customer growth, retention, and loyalty.
Key Responsibilities
- Own and develop a book of business that consists of our most strategic customer accounts
- Host high-value EBRs with key stakeholders and executives, showcasing product value and adoption opportunities
- Educate and empower users to achieve desired outcomes in the platform
- Identify and pursue big-ticket revenue opportunities within existing accounts
- Advocate for the customers internally, communicating with teams to identify opportunities for growth and retention
- Lead key initiatives involving various internal and external stakeholders
- Support in developing strategies, systems, and playbooks to be used across the Customer Success organization
- Mentor other CSMs in various activities to boost team efficiency
- Attend industry events and networking opportunities to improve relationships with current and potential customers
Qualifications
- Relationship Management: You’re an expert at building, maintaining, and developing relationships with various stakeholders by running thoughtful discovery, aligning key goals, and consistently delivering high-value outcomes
- Communication: You’re tactical with the words you use, both verbal and written, and can communicate complex ideas clearly and concisely
- Organization and Efficiency: You’re a workflow guru and use the systems around you to elevate your performance. In doing so you think deeply about how processes work and have a keen eye for identifying bottlenecks and issues
- Influence and Leadership: You actively voice your ideas and set the standard for your team. With that, you care deeply about the growth and enablement of your team and prioritize supporting those around you
- Agility: You have the ability to identify what’s most important at any time and can flexibly switch between key activities to ensure you’re delivering the most value possible
- Strategic Thinking: You keep a close eye on the ROI of your time and continually look to find different avenues to accomplish your goals
- Experience: A proven track record working in a B2B SaaS environment with at least 5 years of working in a Customer Success role
Success in this Role is Measured by
- NRR: For your book of business, we expect you to act like an owner and take charge of not just the retention of your customers, but the expansion of them as well
- Gross Retention $ARR: If your customers are getting value, they should have no reason to leave. As CSM, everything you do should be aimed at delivering that value and ensuring customers stay for as long as possible
- Expansion $ARR: Your customers are primed to get more value out of Athennian and it’s your role to ensure that happens. With that, you’ll be assessed by the growth opportunities you create and the revenue you bring in
Location
Athennian is a remote-first company with team members located around the world. While we’re a North America-based company with offices in Toronto, Calgary, and Vancouver, this role is a key part of our expansion into the EMEA market. We have a strong preference for candidates based in the UK to be close to our core customer base. However, we’ll also consider candidates located in other countries within the broader EMEA region who can work effectively within that general time zone. Travel will be a required part of this role to meet with customers and attend events.
Our Culture
Our company thrives in a fast-paced startup environment where every team member plays a critical role in driving success. We value ambitious, results-driven individuals who are not only proactive in identifying opportunities but are also committed to going the extra mile. In our culture, collaboration and initiative fuel our growth as we embrace new challenges, learn constantly, and move quickly to seize opportunities. If you’re a go-getter who thrives on impact and thrive in a dynamic setting, you’ll fit right in.
Our Values
- Outcome Driven: We focus on setting ambitious goals and achieving measurable results, valuing success by the outcomes we deliver
- Wide Responsibility: Our team is empowered to shape success, taking ownership from problem identification to solution implementation
- Learning Mindset: We embrace curiosity, rejecting the status quo and encouraging continuous learning and agility
- Strategic Speed: We make fast, effective decisions and embrace a bias for action to seize opportunities quickly
Benefits at Athennian
- Generous vacation, sick, personal and parental leave benefits
- Remote work options and flexible hours
- Comprehensive benefits package and budget to ensure your well-being
- Stock options
- A culture of transparency
Senior Customer Success Manager employer: Athennian
Contact Detail:
Athennian Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Senior Customer Success Manager
✨Tip Number 1
Network like a pro! Attend industry events and connect with potential employers or fellow professionals. Don’t be shy to strike up conversations; you never know who might lead you to your next opportunity.
✨Tip Number 2
Showcase your expertise! Create a personal brand online, whether it’s through LinkedIn or a personal blog. Share insights about customer success strategies and engage with others in the field to get noticed.
✨Tip Number 3
Prepare for interviews by researching the company and its culture. Tailor your responses to reflect how your values align with theirs, especially around customer success and relationship management.
✨Tip Number 4
Apply directly through our website! It shows initiative and gives you a better chance of being noticed. Plus, we love seeing candidates who are genuinely interested in joining our team at Athennian.
We think you need these skills to ace Senior Customer Success Manager
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for the role shine through! We want to see how much you care about customer success and how you can bring that passion to Athennian.
Tailor Your Experience: Make sure to highlight your relevant experience in Customer Success, especially in a B2B SaaS environment. We’re looking for specific examples of how you've driven customer growth and retention in your previous roles.
Be Clear and Concise: Use straightforward language to communicate your ideas. We appreciate clarity, so avoid jargon and keep your sentences focused. This will help us understand your thought process better!
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at Athennian.
How to prepare for a job interview at Athennian
✨Know Your Customers
Before the interview, dive deep into Athennian's customer base and understand their needs. Familiarise yourself with how the company helps legal, finance, and tax teams. This will show your genuine interest and ability to advocate for customers effectively.
✨Showcase Your Strategic Thinking
Prepare examples of how you've previously identified growth opportunities within accounts. Be ready to discuss specific strategies you implemented that led to customer retention and expansion. This aligns perfectly with the role's focus on being a strategic leader.
✨Demonstrate Communication Skills
Practice articulating complex ideas clearly and concisely. You might be asked to explain how you would communicate product value to stakeholders. Use past experiences to illustrate your communication prowess and how it has driven successful outcomes.
✨Emphasise Agility and Organisation
Be prepared to discuss how you manage multiple priorities and adapt to changing circumstances. Share examples of how you've streamlined processes or improved efficiency in previous roles. This will resonate well with the company's emphasis on agility and workflow optimisation.
