Customer Success Manager in London

About Hook
We are building the future of customer growth. At Hook, we use AI and Machine Learning to help businesses predict revenue with accuracy, drive customer loyalty, and capture massive value from their existing customers. We are a Series A company that ranked 33rd out of 100 on the Sifted Fastest Growing Start‐ups and have raised multi‐million‐dollar funding from top investors in Europe and the US (e.g. Balderton Capital and Lightspeed). Our enviable customer list includes some of the world’s fastest‐growing companies. We are looking for ambitious people who want to be part of our meaningful vision of changing how businesses engage with their customers and to build one of the world’s leading workplaces for great people.

The Role
We are looking for an experienced Customer Success Manager/Account Manager to partner with our ever‐growing customer base. Many of our customers are themselves customer success professionals, so you will be working with people who deeply understand the challenges and opportunities in CS. That means you will need to bring credibility, insight, and technical depth to every conversation.

In this role, you will own the customer lifecycle end‐to‐end: from initial strategy sessions to adoption, value realisation, and renewals. You will be responsible for ensuring our customers achieve measurable success with Hook, while also shaping how we define and deliver customer success as a discipline. Hook’s Customer Growth function is not about reactive support, it is about being a strategic, data‐driven partner.

What You’ll Be Doing

• Drive customer outcomes and renewals: project manage success plans, run strategic reviews, and lead all renewal/commercial conversations.
• Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.
• Partner with customer success leaders (your peers!): build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.
• Map and influence stakeholders: engage cross‐functionally with customers across revenue, operations, product and data teams.
• Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.
• Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.

Qualifications

• Prior experience in a Customer Success or Account Management role, ideally in a SaaS/technology environment.
• Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.
• Proven track record achieving commercial targets, including renewals and expansion.
• Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.
• Experience building outcome‐driven customer success plans and managing multiple workstreams simultaneously.
• Organised and proactive: able to prioritise accounts effectively while also thriving in a fast‐moving environment with evolving playbooks.

Base salary: £70,000-£80,000+ + £30,000 OTE (depending on experience)

Benefits

• 27 days holiday (option to buy and sell holiday) + bank holidays
• Generous stock options
• Private health insurance so you can get the best care you need
• Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food
• Annual learning & development budget for every employee
• Flexible working – we will all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street
• The best equipment for everyone to work with

Our founder and team are incredibly passionate about creating a company culture that is diverse, inclusive, productive and enjoyable for all our colleagues. As part of a growing start‐up team, we expect a lot from you and will work hard to make sure you have everything you need to be at your best.