Senior Customer Success Manager

Base salary: £50,000–£55,000 depending on experience (rising to £60,000 as you develop in the role) + 25% OTE
Location: Hybrid, with at least 2 days per week in our Bristol office. You'll need to live within commuting distance of Bristol.

At CareScribe, we're building the foundations for more inclusive, neurodiverse-friendly spaces. Our ambition is to become a trusted partner for organisations, combining technology, knowledge, and enablement to make inclusion work in real life, every day. Not just through individual adjustments, but through systems, tools, and confidence that scale.

Everything we build is grounded in real user needs and lived experiences. We believe organisational trust is earned through genuine adoption, measurable outcomes, and products that people truly value. As we grow, we're looking for a Senior Customer Success Manager to look after and grow our largest, most strategic customers.

A Note from the Hiring Manager:

Hi, I'm Chris Dring, Head of Customer Experience. I'm looking for someone who sees Customer Success as both a customer and a commercial role. You care about the people you work with, you take the initiative, and you're comfortable owning the revenue that comes with a strategic portfolio.

We have a clear strategy to grow the B2B side of our business, and this role is critical to delivering it. You'll have genuine influence from day one, and I want you to respectfully challenge our ideas and help build a leading Customer Success function. You'll own your outcomes, knowing the team has your back and the best idea wins, regardless of seniority.

About the Role

You’ll own a portfolio of around 10 of our largest global enterprise customers, from onboarding through to renewal, and be accountable for protecting and growing the revenue they bring. You'll work with senior stakeholders to understand what each organisation is trying to achieve, build the plan to get them there, and make sure they can clearly see the value and return they're getting from us.

As a senior member of the team, you’ll help shape and build our Customer Success function as we grow. You’ll be the person others turn to when an account gets complicated, and your customer insight will inform decisions across the business.

In this role, success means customers clearly achieve value and ROI from adopting our products. Renewals are planned early, executed smoothly and closed on time. Risks are surfaced and addressed before they evolve, and revenue growth is driven by outcomes rather than transactions. Customers view you as a strategic partner, not a support function.

What You'll Be Doing

Owning your accounts:

• Build and run account plans for our most complex, high-value customers, balancing what they need with where we're heading as a business.
• Lead regular business reviews with senior stakeholders and step in early when an account needs attention.

Driving adoption:

• Use usage data to understand how customers really use our products and build long-term engagement plans from it.
• Find and back the champions who spread adoption across teams.
• Run training on what's new and why it matters, and use what you learn to improve the customer journey for everyone.

Renewing and growing:

• Own renewals end to end against agreed revenue targets, from early planning and forecasting through to negotiation and contract signature.
• Spot where customers could get more from us, and lead upsell and cross-sell conversations with budget holders and decision makers.

Shaping how we work:

• Share what you're hearing, and the data behind it, with Product, Customer Support, Marketing and Sales, so customers' needs shape what we build and how we sell.
• Help define our ideal customer profile, keep handovers from Sales smooth, and feedback on the playbooks and processes that help the wider team deliver consistently.

About You

You’ll likely be a great fit if you have:

• Senior Customer Success or Account Management experience in B2B SaaS, managing a portfolio of high value enterprise accounts
• Built strong partnerships with a range of stakeholders, from champions and influencers through to budget holders and decision makers
• Owned renewals and expansion, consistently delivering against revenue targets
• A proven track record of protecting and growing ARR, with results such as retention, NRR or expansion revenue
• Led commercial conversations with senior stakeholders, built on the value you've delivered, through to contract signature
• Spotted risk early and confidently led the work to address it, protecting key accounts
• Helped shape how a Customer Success team works, bringing strategic thinking and respectfully challenging ideas
• Coached and mentored other CSM's, helping them develop their skills and performance

It's a bonus if you:

• Know your way around HubSpot, Notion and Asana.
• Have managed global accounts across multiple regions
• Bring an interest in or experience of neurodiversity, accessibility or workplace inclusion

Working at CareScribe

Our Senior Customer Success Manager base salary is £50,000 - £55,000 depending on experience (rising to £60,000 as you develop in the role), plus 25% OTE.

We want CareScribe to be a place where people can do great work, grow their careers, and feel supported and offer:

• Transparent pay and performance frameworks
• 25 days holiday (rising to 30) plus bank holidays, with the option to buy
• Up to 16 weeks' full-pay/8 weeks half-pay parental leave (up to 6 weeks for partners)
• 5% employer pension contribution with option to salary sacrifice
• Company sick pay - 4 weeks full pay and 4 weeks at half pay
• Spill mental wellbeing support and Health Shield cash plan
• £250 annual learning allowance
• 10 "Work Away" days each year
• Free access to Caption.Ed and TalkType for friends and family
• Two paid volunteer days
• Team socials, away days, and a dog-friendly office
• Matched charity donations

Our Hiring Process

We aim to keep things straightforward and respectful of your time.

• A first conversation with the hiring manager - (20 minutes)
• A follow-up interview (virtual, 50 minutes)
• A final in-person session including a short practical task and time to meet the team

Location

This role needs you in our Bristol office at least two days a week. We can only consider applications from people who already live within commuting distance, or who are actively in the process of relocating to the Bristol area.

If you're relocating, please tell us in your cover note where you are in the move.

Right to Work in the UK

This role is open to candidates who already have the right to work in the UK. We're not currently able to offer visa sponsorship.

Equal Opportunities

CareScribe is committed to building a diverse, inclusive, and supportive workplace. We want everyone here to feel valued, respected, and able to do their best work.