Customer Success Manager, United Kingdom United Kingdom, London - Hybrid

Join AutogenAI – Revolutionising Bid and Proposal Writing with generative AI. AutogenAI is a leader in Generative AI SaaS, transforming how organisations create and optimise winning bids, tenders and proposals through cutting-edge natural language processing technology. We are one of the fastest-growing AI companies in the world, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors.

As a Customer Success Manager, EMEA at AutogenAI, you will be the primary point of contact for +-20 of our Mid Market - Enterprise customers, ensuring they derive maximum value from our AI solutions. You will play a pivotal role in driving customer satisfaction, retention, and growth, while working closely with Sales, Professional Services, and Marketing to expand our footprint and enhance our customer experience.

What you’ll be responsible for:

• Customer Relationship Management: Serve as the main point of contact for your portfolio of Mid-Market customers, fostering strong relationships with day-to-day users and executive stakeholders to drive product adoption and satisfaction.
• Post-Sales Activities: Manage all aspects of the post-sales customer journey, including renewals, up-sell opportunities, and expansion into new divisions or regions, in collaboration with the Sales team.
• Onboarding & Implementation: Work closely with the Professional Services team to ensure seamless onboarding, training, and ongoing support for new customers.
• Customer Health Monitoring: Regularly monitor customer health indicators, identify potential risks, and develop proactive strategies to ensure continued success and satisfaction.
• Customer Advocacy & Programs: Collaborate with the Marketing team to identify and support customer advocacy opportunities, including case studies, testimonials, and customer-focused events.
• Product Feedback & Insights: Act as the voice of the customer by providing valuable feedback to the Product team, influencing product development and feature enhancements.
• Strategic Cadence Meetings: Lead scheduled check-ins and review sessions to assess customer goals, challenges, and progress, ensuring they achieve their desired ROI with AutogenAI’s solutions.
• Cross-functional Collaboration: Partner with internal teams, including Sales, Marketing, and Product, to enhance the customer experience and drive business growth.

What You’ll Bring to the Team:

• Relationship Building: A natural ability to build and nurture relationships, ensuring customers feel valued and supported at every stage of their journey with AutogenAI.
• Proactive Problem Solver: A proactive mindset in identifying potential challenges and developing strategies to mitigate risks, ensuring seamless customer experiences.
• Effective Communicator: Exceptional communication and presentation skills, enabling you to convey complex ideas clearly and persuasively to a diverse audience.
• Data-Driven Mindset: An analytical approach to monitoring customer health and identifying opportunities for growth, using data to drive decision-making.
• Adaptability & Resilience: Comfort in a fast-paced, ever-changing environment, with the ability to pivot quickly and embrace new challenges.

Requirements:

• Experience: 5+ years’ experience in a B2B Customer Success role at a SaaS company, with a proven track record of managing multiple accounts and work streams simultaneously.
• Industry Knowledge: Strong experience running post-sales selling motions, including renewals, up-sell, and cross-sell opportunities, preferably with Mid-Market customers.
• Technical Skills: Familiarity with SaaS tools and CRM platforms; experience with AI software is a plus.
• Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience).

Preferred Qualifications:

• Mid Market / Enterprise Customer Experience: Previous experience working with Mid Market and Enterprise customers, demonstrating an ability to navigate complex organisational structures.
• AI Software Knowledge: Hands-on experience or familiarity with AI software and applications.
• Bid-Writing Industry Exposure: Understanding of the bid-writing space, including industry-specific challenges and opportunities.

Compensation and Benefits:

• Competitive Salary: Competitive compensation depending on specific experience and qualifications relevant to the role.
• Performance Bonus: Opportunities for performance-based incentives.
• Stock Options: Meaningful equity in the company.
• Retirement Plan: Pension scheme to help secure your future.
• Paid Time Off: Unlimited vacation (Yes, you read right!).
• Flexible Work Options: Remote working arrangements.
• Private Healthcare: Bupa Medical and Dental cover.
• Life Insurance: Peace of mind for you and your family.
• Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of service).
• Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.

Our Principals - Culture in Action:

• Customers, Customers, Customers – We win when our customers win. We speak their language, understand their needs, and believe in our product because we use it ourselves.
• Make It Happen – We act with urgency, take initiative, and focus on outcomes. If something needs doing, we do it—asking for forgiveness, not permission.
• Learn & Adapt – We embrace curiosity, continuous learning, and bold experimentation. Facts change, so we change our minds. Failures are lessons that push us forward.
• We Are All Owners – We own challenges, break the rules when necessary, and value reasoning over authority. No blame, just problem-solving.
• Raise the Bar – Good enough isn’t enough. We push boundaries, move fast, and believe there’s always a next level.
• Respect & Inclusion – Different perspectives make us stronger. We listen first, act with integrity, and always do what we say we will.
• Trust & Transparency – We are open, honest, and direct. Feedback flows freely, knowledge is shared, and we assume positive intent.

Equal Employment Opportunity Statement:

AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by federal, state, or local laws. We encourage applications from individuals of all backgrounds, including those with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs. At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.