Customer Success Manager in London

HockeyStack is an Applied AI company on a mission to automate sales, marketing, and customer success for B2B companies. We build the most complete and accurate picture of the B2B buyer by integrating with every tool your team uses, partnering with third-party data providers, and deploying custom AI research agents. We use this data to power applications that automate high-value, high-complexity workflows across the go-to-market and revenue teams.

Our core products include:

• Marketing Intelligence – instantly answers questions like "What led to that sudden drop in pipeline?"
• Account Intelligence – surfaces next-best actions to help reps move target accounts toward conversion.

Since launching in January 2023, we have come through Y Combinator, raised a $26M Series A led by Bessemer. We are growing 3× year-over-year, have hit multimillion ARR, and process over 60 TB of GTM data monthly. Based at our San Francisco HQ, we operate fully in-person, move fast and hire people who are ready to win.

Your Mission

We are looking for a Customer Success Manager who is passionate about helping customers unlock the full value of HockeyStack. In this role, you will be the strategic partner to our customers—guiding them through onboarding, driving product adoption, and helping them translate data-driven insights into business impact. You will ensure our customers realise fast time-to-value, renew with confidence, and grow with us over time.

What You Will Do

• Own the full customer lifecycle—onboarding, activation, adoption, growth. You are not just managing accounts; you are driving impact and ensuring every customer realises the full power of HockeyStack.
• Define and execute value roadmaps for every account. Minimise time-to-value, accelerate adoption, and tie every milestone to measurable ROI.
• Operate as a strategic partner across marketing, sales, and revenue teams. You will bring clarity where there is confusion, action where there is delay, and results where others fail.
• Proactively surface insights and opportunities to help customers expand their use of the platform—and their investment in it.
• Track, measure, and prove ROI relentlessly. You will equip champions with the evidence they need to justify every dollar and unlock more budget.
• Move seamlessly across Enterprise, Mid-Market, and SMB segments—bringing precision to high-touch and scale to low-touch, with zero drop in quality.
• Work cross-functionally to eliminate friction and solve hard problems fast. You will chase blockers across the company and refuse to let customer value stall.
• Act as the voice of the customer—filtering signal from noise and helping shape the future of the product with firsthand insights from the field.

Core Strengths

• Relentless Customer Focus: You wake up thinking about your customers' success and go to bed making sure nothing is left hanging. You are not here to satisfy; you are here to transform.
• Commercially Sharp: You know what drives renewals, upsells, and growth—and how to turn value into revenue. You help customers win, and in turn, we win bigger.
• Bias for Action: You do not wait for perfect. You ship, solve, adapt, and move. You are fast, flexible, and allergic to excuses.
• Executive Ready: You can confidently engage a CRO, CMO, or CEO—and still build rapport with a frontline IC. You speak the language of business and back it up with data.
• High Standards, No Entitlement: You set the bar high for yourself and your teammates. You do not hide behind process, seniority, or bandwidth. You do the work, own the outcome, and make the team better.
• Versatile Operator: Enterprise or SMB. Strategic or tactical. High-touch or scaled. You adapt to whatever is needed to drive customer success at speed.

What We Are Looking For

• Ownership-first mindset — you take initiative, move fast, and figure things out.
• Thrive in early-stage, high-urgency environments where speed and impact matter.
• Curious, self-aware, and feedback-driven — you bring energy, not ego.
• See this role as a defining chapter — not a stepping stone or side quest.
• 3–6 years of experience in a Customer Success, Account Management, or Consulting role at a B2B SaaS company.
• Proven ability to manage a portfolio of customers and deliver results across onboarding, adoption, and expansion.
• Experience with value-based selling and communicating ROI to executive stakeholders.
• Strong understanding of GTM functions and familiarity with revenue and marketing data.
• Comfortable with both high-touch and tech-touch motions across customer segments.
• Ability to work cross-functionally and drive alignment around customer outcomes.

Why Join Now?

We are at an inflection point. The product is proven, the market is massive, and the opportunity is wide open. You will be joining a company with real traction, rapid growth, and meaningful backing—where every person still shapes the outcome. This isn’t just a job. It’s a chance to build something category-defining with people who care deeply about doing it right.

The on-target earnings range for this role is $120,000 to $200,000 USD, adjusted for location, experience, and qualifications.

HockeyStack is proud to be an Equal Opportunity Employer. We do not discriminate based on race, colour, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, or any other legally protected status. We celebrate diversity and are committed to fostering an inclusive environment for all employees.