Customer Success Manager, UK in London

Attentive is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We are the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter's work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive's team has been consistently recognized for its performance and culture. We are proud to be included in Deloitte's Fast 500 (four years running!), LinkedIn's Top Startups, Forbes' Cloud 100 (five years running!), and Inc.'s Best Workplaces.

About the Role: We are looking for a driven individual to join our team as the third Customer Success Manager, Midmarket on our UK team to fully manage our mid-market business customers. You will work to help refine and improve our customer success processes and playbooks to work at scale across hundreds of customers. You will also coordinate cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely.

What You'll Accomplish:

• Cement the relationship with new and existing customers including: setting up integrations, managing account growth, assisting with new product adoption, and handling renewals.
• Manage 100-150+ accounts concurrently, prioritising appropriately to ensure time is spent where impact can be maximised.
• Advise and groom customers to increase their usage, adoption, and ROI achieved through partnering with Attentive.
• Lead and present at select customer meetings, both in-person and over video conference.
• Analyse customer usage to form accurate forecasts, and to have complete visibility into renewal and growth pipeline; identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies.
• Help translate customer feedback (and your own team's needs) into specific product requirements.

Your Expertise:

• 1-2 years customer success experience required, preferably at a Martech SaaS company.
• Strong understanding in customer success techniques and strategies; comfortable learning new software (for design, data management, and internal tools).
• Experience navigating complex work processes, tight timelines, and changing teams.
• Extremely detail oriented and organised.
• Knowledge of Salesforce or related CRM tools.
• Interest in startups, software and entrepreneurship.
• Comfortable working from our office in Shoreditch 2 days a week.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritise and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.