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- Tasks: Own customer success for seven enterprise accounts, driving growth and managing renewals.
- Company: Dynamic startup focused on B2B SaaS with a collaborative culture.
- Benefits: Competitive salary, flexible working hours, and opportunities for professional growth.
- Other info: Join a founder-led company with a focus on innovation and customer advocacy.
- Why this job: Lead a team to ensure customer satisfaction and drive account expansion in a fast-paced environment.
- Qualifications: Experience in B2B SaaS customer success and proven track record in account management.
The predicted salary is between 60000 - 80000 £ per year.
We're looking for a Senior Customer Success Manager to own the commercial relationships across our seven enterprise accounts. You'll be the single point of accountability for retention, expansion, and account health - leading a small team and working alongside our technical and catalogue colleagues to make sure every customer is growing, healthy, and likely to renew. This is a role for someone who thrives on owning a book of business, building trust with senior stakeholders, and finding commercial opportunities in existing relationships.
Why this role matters:
We have seven enterprise accounts and no single commercially-minded owner sitting across them. The technical layer is covered. The catalogue layer is covered. What's missing is someone who takes full responsibility for whether each account is healthy, growing, and staying with us, and who can lead the team around them to deliver it consistently.
What you’ll do:
- Own account success: Manage renewals across seven accounts, track health signals, identify risks early, and lead QBRs and success planning.
- Drive growth: Build strong commercial relationships and progress expansion opportunities across multiple accounts.
- Lead delivery: Manage and develop a small team, aligning implementation, technical delivery, and commercial outcomes into one seamless customer experience.
- Bridge teams: Translate customer needs into clear inputs for product/tech teams, and communicate value back to customers in a commercially impactful way.
- Strengthen operations: Establish consistent onboarding, check-ins, and escalation rhythms while building playbooks to protect and grow accounts.
- Champion customers: Drive advocacy through case studies, references, and structured feedback.
Requirements:
- Experience and technical skills:
- Startup background has worked in a pre-seed, seed, or Series A environment, with evidence of wearing multiple hats, moving fast, and delivering under resource constraints.
- Enterprise customer success - significant experience in B2B SaaS customer success or commercial account management, with direct accountability for retention and expansion targets.
- People management experience - has managed or developed a team, ideally including technical or implementation roles.
- Proven expansion track record - specific growth delivered inside an existing account base, not just healthy retention numbers.
- Experience in a founder-led or scale-up environment - has built structure and process in an environment where neither fully existed yet.
- Technical fluency - can hold a credible conversation with technical stakeholders without deferring everything to engineering.
- Cross-functional collaboration - has managed accounts alongside technical and implementation colleagues and knows how to get the best from a multi-disciplinary team.
- Multi-account portfolio management - organised, disciplined, and effective across a complex book with competing priorities.
- Bonus: background in AI, computer vision, retail tech, FMCG, or field execution.
Customer Success in London employer: Few&Far
Contact Detail:
Few&Far Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success in London
✨Tip Number 1
Network like a pro! Reach out to people in your industry on LinkedIn or at events. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Tailor your answers to show how you can drive growth and manage accounts effectively.
✨Tip Number 3
Showcase your success stories! Be ready to discuss specific examples of how you've driven retention and expansion in previous roles.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen by the right people who are looking for someone just like you.
We think you need these skills to ace Customer Success in London
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Senior Customer Success Manager role. Highlight your experience in managing enterprise accounts and driving growth, as this is what we’re really looking for!
Showcase Your Achievements: Don’t just list your responsibilities; share specific examples of how you’ve successfully retained and expanded accounts in the past. We love seeing quantifiable results that demonstrate your impact!
Be Authentic: Let your personality shine through in your application. We value authenticity and want to get a sense of who you are beyond your professional experience. Share your passion for customer success and how you build trust with stakeholders.
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way to ensure your application gets into the right hands and shows us you’re serious about joining the StudySmarter team!
How to prepare for a job interview at Few&Far
✨Know Your Accounts Inside Out
Before the interview, make sure you research the seven enterprise accounts you'll be managing. Understand their business models, challenges, and how they currently use the product. This will help you demonstrate your ability to own account success and show that you're already thinking about their growth.
✨Showcase Your People Management Skills
Be prepared to discuss your experience in managing teams, especially in a startup environment. Share specific examples of how you've developed team members or led cross-functional projects. This will highlight your capability to lead delivery and align teams towards common goals.
✨Demonstrate Your Commercial Acumen
Think of examples where you've successfully driven growth within existing accounts. Be ready to talk about how you identified expansion opportunities and what strategies you implemented. This will showcase your ability to build strong commercial relationships and drive growth.
✨Communicate Clearly with Technical Stakeholders
Since you'll need to bridge teams, practice explaining complex technical concepts in simple terms. Prepare to discuss how you've translated customer needs into actionable insights for product or tech teams. This will prove your technical fluency and your ability to communicate value effectively.