Enterprise Customer Success Manager

As an Enterprise Customer Success Manager, you will own the post-sale relationship with our most strategic accounts; large, complex, global organisations with multi-stakeholder buying committees, sophisticated technical environments, and six-figure-plus annual contracts. You will be the trusted advisor and executive sponsor these customers rely on to realise value, expand their use of the platform, and become champions of our product inside their organisations. This role demands someone who is genuinely comfortable operating at the most senior levels of a large enterprise. You will spend the majority of your time on-site with customers, building relationships across the C-suite, challenging conventional thinking, and guiding large organisations through significant changes in how they approach marketing, customer acquisition, and advocacy. This is not a remote-first, reactive role. It requires presence, gravitas, and the ability to navigate the complexity and politics that come with managing relationships inside large, matrixed organisations. You must be willing and able to travel 30% or more of your time to customer locations across the UK and internationally.

Key Responsibilities

• Executive Stakeholder Engagement: Build and own trusted relationships at C-suite and VP level across your portfolio, including CMOs, CEOs, CTOs, and their direct reports, ensuring you are seen as a strategic partner rather than a vendor contact. Develop a deliberate executive engagement plan for each account, mapping influence, identifying champions, and building relationships that exist independently of any single point of contact. Lead and facilitate executive business reviews (EBRs) that speak the language of business outcomes, not product features. Connecting platform ROI to board-level priorities. Be unafraid to challenge executive stakeholders constructively, pushing back on misaligned strategies and guiding large organisations out of their comfort zone when it serves their long-term success.
• Navigating Large Enterprise Organisations: Chair and lead complex, multi-workstream programmes within large enterprise accounts, coordinating across CRM, Marketing, Customer Experience, Data, and IT teams simultaneously. Navigate the internal politics, competing priorities, and slow decision-making cycles that characterise large organisations, building coalitions of support and maintaining momentum through change. Identify and develop internal champions at multiple levels of the organisation, ensuring adoption and advocacy is not reliant on a single sponsor. Manage complex stakeholder matrices with diplomacy, patience, and strategic intent, knowing when to elevate, when to push, and when to listen.
• Account Growth: Whether that's faster research, sharper prep for client calls, or smarter prioritisation. Should use it to support reporting, analyse health signals and scale personalisation.

Desirable Experience

• Background in Martech, CRM, marketing automation, or data-driven marketing a strong advantage and will accelerate your ramp time significantly.
• Experience working with SMB or mid-market customers, where speed, volume, and efficiency matter as much as depth of relationship.
• Familiarity with advocacy, referral, or loyalty marketing concepts.

Skills: Additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you. Enhanced parental leave. 25 days annual leave (plus public holidays), increasing over your time as a Mentioneer. Up-to-date tech you’ll need (we love Macs).