At a Glance
- Tasks: Lead exceptional client experiences and manage a high-performing Customer Success team.
- Company: Kitt, a vibrant workspace design and operation company.
- Benefits: Generous salary, stock options, 28 days holiday, and parental leave.
- Other info: Join a collaborative culture with excellent career development opportunities.
- Why this job: Make a real impact by fostering client relationships and driving growth.
- Qualifications: Experience in Customer Success and team leadership required.
The predicted salary is between 54500 - 70000 € per year.
Kitt designs and operates workspace for the world's most vibrant brands. From managing the design and build, to creating an elevated ongoing experience, we create spaces that are worth leaving home for.
We are seeking an experienced and proactive Senior Customer Success Manager to lead the delivery of exceptional client experiences across a portfolio of key accounts. This role combines operational account management with team leadership, ensuring both client satisfaction and the development of a high-performing Customer Success team.
- Client Management & Growth
- Own and manage a portfolio of high-value, strategic client accounts
- Build strong, long-term relationships with senior client stakeholders
- Drive client retention, satisfaction, and revenue growth through proactive engagement
- Identify opportunities for upselling and cross-selling services
- Lead regular business reviews and ensure clients achieve their desired outcomes
- Work directly with the Senior AM team on decision maker access and delivering the commercial account strategy.
- Team Leadership & Development
- Provide day-to-day management, coaching, and support for a team of 3–4 Account Managers. Set clear objectives, monitor performance, and support professional development
- Foster a collaborative, accountable, and client-focused team culture
- Act as a mentor and escalation support for team members handling complex client situations.
- Manage the Internal Support team in monitoring Live Chat and Clarity updates, ensuring inbox zero is met across updates, shared inbox, workflows, Drafts and Pending Close.
- Manage the day-to-day operations of the Front of House team in Kitt Buildings - this is largest growth potential for our business.
- Work with the DoCX on Building Experience strategy and delivery.
- Escalation & Issue Resolution
- Serve as the primary internal escalation point for operational issues; escalating to DoCX as a next phase.
- Coordinate cross-functional teams to resolve challenges quickly and effectively, mainly operations.
- Communicate clearly with stakeholders during critical situations, ensuring transparency and trust
- Implement processes to prevent recurring issues and improve service delivery
- Cross-functional Collaboration
- Work closely with Operations teams to align on client needs and business goals
- Advocate for client feedback internally to influence product and service improvements
- Ensure smooth onboarding and ongoing service delivery across all client touchpoints
- Reporting & Strategy
- Track and report on key client success metrics (retention, churn, NPS, revenue growth, touchpoint cadence, operational performance)
- Use data insights to inform strategy and improve team performance
- Contribute to the development and scaling of client success processes and best practices
Requirements:
- Proven experience in Customer Success, Account Management, or similar client-facing roles
- Demonstrated experience managing large, strategic accounts
- Prior experience leading or mentoring a small team
- Strong problem-solving skills and ability to manage escalations effectively
- Excellent communication and stakeholder management skills
- Commercially minded with a focus on client growth and retention
Interview Process
- Video screening
- 1st round interview led by a member of the Account Management team
- Final interview with Account Director and COO
We’ll Kitt you out 🤝
- Generous stock option scheme (ask us what this means if you’re not sure)
- Starting salary of £54,500 - £70,000
- 28 days holidays a year plus Bank Holidays
- Parental leave: up to 12 weeks paid parental leave for the primary caregiver
- Pregnancy loss support leave
- Regular socials. We love a good party.
- Octopus MoneyCoach
- Workplace Nursery Benefit
- Cycle to Work scheme
- Season Ticket Loans
- WellHub and Dr Care Anywhere to support your mental and physical health and wellbeing
We believe the world is transformed when people come together to do extraordinary things. We harness the power of diverse perspectives and experiences, fostering collaboration and innovation to achieve extraordinary results that make a positive impact. With the same set of equitable interview questions for all candidates and hiring teams which encompass diversity, we prioritise creating an inclusive environment where individuals' backgrounds or origins are irrelevant.
For more information, please contact people@kittoffices.com
Senior Customer Success Manager in London employer: Kitt
Kitt is an exceptional employer that prioritises employee growth and well-being, offering a generous stock option scheme, competitive salaries, and a supportive work culture that values collaboration and diversity. With a focus on professional development and a commitment to creating a positive impact, Kitt provides its employees with unique benefits such as a workplace nursery, cycle to work scheme, and regular social events, making it an ideal place for those seeking meaningful and rewarding employment in the vibrant workspace design industry.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Customer Success Manager in London
✨Tip Number 1
Get to know the company inside out! Research Kitt's values, recent projects, and their approach to client success. This will help you tailor your conversations and show that you're genuinely interested in being part of the team.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for those interviews by practising common questions related to customer success and account management. Think about your past experiences and how they align with what Kitt is looking for in a Senior Customer Success Manager.
✨Tip Number 4
Don’t forget to follow up after your interviews! A quick thank-you email can leave a lasting impression and shows your enthusiasm for the role. Plus, it keeps you on their radar as they make their decision.
We think you need these skills to ace Senior Customer Success Manager 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 with client management and team leadership, as these are key aspects of the job. We want to see how your skills align with our mission at Kitt!
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your ability to drive client satisfaction and revenue growth. Use metrics where possible – numbers speak volumes! We love seeing how you've made a positive impact in previous positions.
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 can contribute to our vibrant team culture at Kitt.
Apply Through Our Website:We encourage you to submit your application directly through our website. This ensures it reaches the right people quickly and helps us keep track of all applications efficiently. Plus, it’s super easy – just a few clicks and you’re done!
How to prepare for a job interview at Kitt
✨Know Your Clients
Before the interview, dive deep into understanding Kitt's key clients and their needs. Familiarise yourself with their portfolio and think about how you can enhance client relationships and drive satisfaction. This will show your proactive approach and readiness to take on the Senior Customer Success Manager role.
✨Showcase Leadership Skills
Be prepared to discuss your experience in leading teams and managing client accounts. Share specific examples of how you've coached team members or resolved complex client issues. Highlighting your leadership style and success stories will resonate well with the interviewers.
✨Data-Driven Insights
Since the role involves tracking key client success metrics, come equipped with examples of how you've used data to inform strategies in previous roles. Discuss how you’ve improved retention rates or driven revenue growth through data insights, as this aligns perfectly with what they’re looking for.
✨Emphasise Collaboration
Kitt values cross-functional collaboration, so be ready to talk about how you've worked with different teams to achieve client goals. Share instances where you advocated for client feedback or influenced product improvements, showcasing your ability to work effectively across departments.
