Senior Customer Success Manager [London]

EnterpriseAlumni is the market‑leading alumni engagement platform, building a category‑defining environment for alumni and professional networks with a strong focus on regulated industries. As we scale globally, Customer Success is central to our growth strategy.

About the Role: We are looking for a Senior Customer Success Manager to own a portfolio of strategic enterprise accounts. This is an individual contributor role with a clear commercial mandate: you will own the full health and growth of your book of business, from executive relationships and renewal strategy through to adoption and program expansion. This is not a reactive role, but it is a deeply accountable one. When issues arise, the customer should never have to chase a status update, escape internally, or wonder whether the right people are engaged on the vendor side. You are the organisational navigator: influencing without direct authority across Support, Engineering, and Product to ensure the right urgency and the right resources are brought to bear, while managing expectations proactively with stakeholders at every level of both organisations. You are there, above all, to become a trusted advisor to senior stakeholders in complex businesses, drive measurable outcomes for their alumni programs, and translate that partnership into long‑term revenue retention and expansion for EnterpriseAlumni. Working across the Americas and Europe, you will operate at the intersection of enterprise SaaS and the rigorous expectations of heavily regulated industries, where trust is earned through outcomes.

What You'll Be Doing:

• Own your book of business commercially. As named CSM with a multi‑million dollar defined portfolio comprising 6 and 7‑figure strategic accounts, you will own NRR, gross retention, and expansion revenue.
• Lead renewal strategy and commercial planning at the account level, forecasting accurately and managing risk proactively.
• Identify and develop upsell and cross‑sell opportunities through a value‑led approach, partnering closely with Sales to advance and close.
• Maintain accurate account health scores, renewal forecasts and plans, and risk flags in business systems and reports, with a bias for early identification and active planning to add value and intervene or escalates as needed.

Build and Manage Executive Relationships:

• Build multi‑threaded relationships at senior levels, including commercial, people, marketing, comms, and strategy leaders, alumni relations heads, and C‑suite sponsors at large enterprises.
• Act as the customer's internal champion on open issues: ensuring every active problem has clear ownership, honest timelines, and proactive outbound communication, so that the customer never has to ask where things stand.
• Navigate cross‑functional dynamics within EnterpriseAlumni with influence rather than authority, aligning Support, Engineering, and Product around customer priorities and advocating with the credibility and evidence to drive action on timelines that matter.
• Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) in partnership with EnterpriseAlumni leadership, with a commercial agenda, and focused on value realised and forward strategy rather than platform usage metrics alone.
• Serve as a trusted advisor on alumni engagement strategy, guiding customers to design their programs to deliver measurable strategic outcomes for their alumni and institution.
• Personally own escalation and recovery for at‑risk accounts in your portfolio, engaging at the right level with urgency and a clear resolution plan.

Drive Customer Outcomes and Adoption:

• Develop and execute account‑level success plans, going beyond platform metrics to connect to the customer's broader alumni strategy as it ties into their larger corporate strategic goals, which you will identify and align on continuously with the customer.
• Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy, maximising program impact and executive visibility.
• Champion the alumni experience by guiding customers to build programs with compelling value propositions that drive genuine participation.
• Articulate ROI in terms that resonate with leadership in a range of sectors, drawing on institutional context, compliance considerations, and commercial outcomes.
• Manage expectations actively across the customer organisation: communicating upward to executive sponsors when needed, across to their internal stakeholders during program delivery, and proactively when timelines shift or issues arise.

Be the Intelligence Layer Between Customers and Product:

• Synthesise patterns across your portfolio to surface product gaps, feature opportunities, and emerging customer needs.
• Bring structured, evidence‑based customer insights to Product, making the case for roadmap investments that improve retention and expansion, leveraging channels such as the customer advisory board (CAB), QBR/EBR, and internal and analyst surveys (e.g. G2).
• Stay close to the competitive landscape and relevant sector trends, using that knowledge to advise customers and sharpen internal strategy.

What We're Looking For:

• Must‑have: 5+ years in B2B SaaS Customer Success, Account Management, or Partnerships.
• Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts.
• Experience managing senior stakeholder relationships at complex, multi‑stakeholder organisations.
• Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk for your book of business.
• Clear, confident communicator capable of running strategic conversations at VP and C‑suite level.
• Familiarity with regulated industries or environments with high expectations around data, security, and compliance.

Nice‑to‑have:

• Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR‑adjacent SaaS platforms.
• Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS.
• Experience in a business with land and expand motions.
• Background managing international or distributed customer portfolios.
• Team management experience, even though this is an individual contributor role.
• A record of managing customer and internal relationships to drive adoption, migration, and integration.

What Success Looks Like:

• Strong, predictable net revenue retention across your account portfolio.
• Deep executive relationships with economic buyers and champions at your strategic accounts.
• Expansion pipeline generated through value‑led conversations, not reactive upsell.
• Customer insights that meaningfully shape product roadmap decisions.
• Customers who position you as a strategic partner, not a support contact.

Why Join Us:

• Direct influence on customer outcomes, product direction, and company growth.
• Work with sophisticated enterprise customers in multiple sectors on a product that genuinely matters to their people.
• Be part of a globally distributed team during a critical scale‑up phase.
• Competitive compensation and long‑term upside.

At the heart of our company is EA DNA - the essence that connects our six core values and shapes how we work every day. It guides every decision, behavior and interaction, and defines the way we do business. When you join us, you become part of a team that truly lives these values: People First, Customer at Our Core, Think Commercially, One Team, Own It, and Urgency. These principles shape your experience here - how we support you, how we work together, and how we deliver for our customers.

Initially this role will be remote. The successful candidate will be required to work in the company's offices no fewer than 4 days per week, with the remaining day being remote. EnterpriseAlumni is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.