At a Glance
- Tasks: Manage customer relationships and drive product adoption for a portfolio of B2B clients.
- Company: Join Eptura, a global leader in workplace innovation and tech solutions.
- Benefits: Enjoy 25 days holiday, flexible working, and a contributory pension.
- Other info: Collaborative environment with opportunities for personal and professional growth.
- Why this job: Shape the future of work while helping customers thrive with innovative solutions.
- Qualifications: Experience in B2B customer relationships and fluency in German and English.
The predicted salary is between 40500 - 49500 £ per year.
Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect.
Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world.
Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Department
Customer Success
Employment Type
Full Time
Location
- London - UK
- Description
- Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect.
Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world.
Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description
As a Customer Success Manager (CSM), you will own the post-sale relationship for a focused portfolio of customers.
You will help customers realize measurable value from Eptura solutions by driving adoption, building strong stakeholder relationships, managing risk, supporting retention and identifying opportunities for growth.
You will act as the central point of coordination across Sales, Renewals, Support, Professional Services and Product, and as the first escalation point for your customers.
You will typically manage a focused portfolio of complex B2B customers (including in the DACH region), where you are accountable for overall health, retention and growth and will regularly lead customer meetings and executive reviews in German.
Responsibilities
- Customer Ownership and Relationships
- Manage a focused portfolio of accounts and develop a strong understanding of each customer’s business, objectives, stakeholders and success criteria.
- Build trusted, multi-threaded relationships across customer teams, including senior and executive stakeholders, and confidently manage difficult conversations.
- Maintain clear ownership of customer health, actions, risks, renewal intent and growth opportunities.
- Customer Success Rhythm and Value Realization
- Lead regular customer cadences, maintain Success Plans and deliver Executive Business Reviews that connect Eptura solutions to agreed outcomes.
- Drive product adoption and help customers measure value, ROI and progress against their goals.
- Keep customer plans, notes, actions and account information accurate and current in the CS CRM.
- Risk, Retention, and Growth
- Proactively monitor engagement, adoption and customer health to identify risk early and develop clear Get-to-Green plans.
- Coordinate cross-functional teams through escalations, ensuring actions, ownership and customer communication remain clear, and reset expectations where needed.
- Partner with Account Executives and Renewal Specialists on renewal strategy, forecasting and commercial opportunities, including cross-sell and upsell.
- Collaboration and Continuous Improvement
- Bring together the right internal teams to resolve customer challenges and deliver agreed outcomes.
- Share customer insight and recurring themes to inform Product, enablement and Customer Success improvements.
- Contribute to Customer Success initiatives, best-practice sharing and customer success stories.
About You
- Experience owning complex B2B customer relationships in Saa S, enterprise technology, professional services or another solution-oriented environment.
- Strong customer and commercial judgement, with a track record of driving adoption, retention, value realization and growth.
- Confidence engaging and influencing senior stakeholders, including VP/C‑suite, internally and externally.
- A structured, data-led approach with strong operational discipline and attention to detail.
- Strong analytical skills and proficiency with Excel or similar tools.
- Professional fluency in German and English, including the ability to lead customer meetings and executive reviews in German.
- Nice‑to‑have
- Prior experience in a formal Customer Success role.
- Hands‑on experience with CS platforms such as Planhat, Gainsight, Totango or Churn Zero.
- Familiarity with Net Retention, Gross Retention, NPS and Health Scores, and how they are used to manage a portfolio.
- Experience running Success Plans and Executive Business Reviews.
- Professional fluency in French preferred
Benefits
- 25 Days Holiday
- Contributory Pension
- Life Insurance (DIS)
- Eye care vouchers
- Flexible working
- Eptura Information
- Follow us on Twitter | Linked In | Facebook | You Tube
- At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience.
We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.
Customer Success Manager employer: Eptura
Eptura is an exceptional employer that champions innovation and collaboration, offering a dynamic work culture where employees can thrive in their careers. With a commitment to employee growth, Eptura provides comprehensive benefits including flexible working arrangements, generous holiday allowances, and opportunities to engage with cutting-edge technologies. Join us in shaping the future of work while being part of a global leader that values your contributions and fosters a supportive environment for professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Eptura. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Eptura before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Eptura:Your cover letter is your chance to shine! Tell us why you want to work at Eptura specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Eptura!
How to prepare for a job interview at Eptura
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
