Customer Success Manager, SMB New 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. Our innovation stems from a belief that language technology will revolutionise business communication over the next decade. We empower our clients to grow faster and more efficiently by delivering bespoke AI language engines tailored to their needs, saving time, improving content quality, and boosting win rates in highly competitive markets.

As an SMB Customer Success Manager at AutogenAI, you will manage a high‑volume portfolio of 30–40 Small and Medium‑size Business (SMB) customers. You’ll be responsible for guiding customers through onboarding, adoption, retention, and growth, acting as a trusted advisor and advocate. This role is ideal for someone who thrives in a fast‑paced, high‑growth environment and loves building relationships, solving problems, and helping customers succeed with cutting‑edge AI technology.

What you’ll be responsible for:

• Customer Relationship Management: Own and manage a portfolio of SMB customers, building strong relationships with both daily users and decision‑makers to drive adoption and satisfaction.
• Customer Lifecycle Management: Oversee all aspects of the post‑sales journey, including onboarding, training, renewals, and identifying upsell or cross‑sell opportunities in partnership with the Sales team.
• Onboarding & Enablement: Work closely with Professional Services to deliver a seamless onboarding experience, ensuring customers are equipped for long‑term success.
• Customer Health & Risk Management: Track customer health indicators, usage patterns, and sentiment. Proactively identify risks and take action to improve retention and outcomes.
• Advocacy & Customer Programs: Collaborate with the Marketing team to identify customers for advocacy programs such as case studies, testimonials, and events.
• Product Feedback Loop: Be the voice of the customer. Gather and share insights with the Product team to help shape future improvements and innovation.
• Customer Engagement: Lead regular check‑ins and cadence meetings to review progress, surface challenges, and ensure customers are realising measurable ROI.
• Cross‑Functional Collaboration: Partner with teams across Sales, Product, and Marketing to ensure a unified and outstanding customer experience.

What You’ll Bring to the Team:

• Customer‑Centric Approach: A strong commitment to customer success, with a focus on creating positive, long‑term partnerships.
• Organisation & Prioritisation: Excellent time management and prioritisation skills, able to handle multiple accounts and work‑streams with attention to detail.
• Commercial Mindset: Experience driving renewals and uncovering opportunities for expansion that align with customer goals and business value.
• Clear Communicator: Strong verbal and written communication skills, able to adapt your message to different audiences and stakeholders.
• Fast Learner: Comfortable working in a fast‑moving environment with a willingness to learn quickly and adapt as the company grows.

Requirements:

• Customer Success Experience: 2+ years’ experience in a customer‑facing role at a B2B SaaS company.
• Portfolio Management: Experience managing a high‑volume customer portfolio, balancing day‑to‑day support with strategic relationship‑building.
• Commercial Focus: Familiarity with post‑sales commercial activities such as renewals, upsell, and cross‑sell.
• Cross‑Functional Collaboration: Proven ability to work effectively with teams like Sales, Product, and Marketing to drive customer outcomes.
• Tech‑Savvy: Comfortable using CRM systems and customer health tools to monitor engagement and drive workflows.
• Communication & Organisation: Strong presentation and organisational skills, with attention to detail in a fast‑paced environment.
• High‑Growth Environment: Experience in a startup or scale‑up setting, with the adaptability to thrive amidst change.

Preferred Qualifications:

• SMB Customer Knowledge: Experience working with small and mid‑sized customers at scale, ideally in a tech or SaaS environment.
• AI Product Familiarity: Exposure to AI or automation software and an interest in how it can transform customer outcomes.
• Industry Understanding: Familiarity with the bid‑writing or proposal industry and its unique customer workflows.

Compensation and Benefits:

• Competitive Salary: Depending on specific experience and qualifications relevant to the role.
• Performance Bonuses: 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: Hybrid 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.

Values in Action:

• Customers, Always: Everything starts with our customers. We walk in their shoes, speak their language, and build for their delight and success. We win when they win.
• Make It Happen: We move fast and take ownership. No waiting, no red tape – just action, urgency, and focus on outcomes. We ask for forgiveness, not permission.
• Learn and Invent: We stay curious. We learn what we can from past masters - and make up the rest. Change is constant, and so is our growth.
• Act Like Owners: Titles don’t solve problems - people do. We own challenges, break the rules when it’s necessary, and focus on what matters.
• Turn It Up to 11: There is no “Good enough”. We raise the bar, push boundaries, and keep building. There’s always a next level.
• Lead With Respect: We listen first, speak honestly, and value every perspective. Integrity, follow‑through, and kindness matter.
• Build Trust Through Transparency: We default to openness. We give feedback, share information, and assume positive intent - no secrets, no silos.

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.