Senior Customer Success Manager in London

ProFinda is the market leader in resourcing optimization using advanced AI. We help global professional services firms deploy the right talent at the right time, unlocking millions in operational efficiencies while improving delivery, driving utilisation, all the while taking into account employee preferences which in turn drives employee retention.

We are seeking a highly motivated, seasoned, and strategic Senior Customer Success Manager to serve as a founding pillar of our new Customer Success function. This is a senior individual contributor role designed for an experienced professional who thrives on managing high-value, complex relationships while simultaneously helping to define the ProFinda Way of customer success.

You will actively manage a portfolio of our most strategic accounts, transitioning them from sales-led relationships to long-term value partnerships. As one of the first roles in this function, you will play a pivotal part in establishing our engagement playbooks, health metrics, and retention strategies, setting the standard for future team members.

Who you are:

• A Trusted Advisor: You have the gravitas to engage with senior customer stakeholders and Directors, including large enterprises, moving beyond vendor status to become a strategic partner.
• A Builder: You are comfortable with ambiguity and excited by the prospect of building processes (QBRs, Success Plans, Health Dashboards) from scratch rather than just following them.
• Commercially Astute: While focused on success, you understand the mechanics of retention, upsell and can identify growth opportunities.
• Collaborative: You effectively bridge the gap between Sales, Delivery, Enablement, and Product to advocate for the customer.

In this position you will:

• Own the Strategic Relationship: Serve as the core relationship owner for a defined book of high-value accounts. You will move beyond day-to-day tactical support (owned by other supporting teams) to focus on strategic alignment, value realization, and long-term goals.
• Drive Retention & Expansion: Take ownership of the contract renewal strategy, beginning discussions 90-120 days out. You will proactively identify and qualify upsell/cross-sell opportunities, handing qualified leads to Sales Managers for commercial closure.
• Establish CS Best Practices: Help design and scale a repeatable, best-in-class Customer Success function. This includes defining the structure for Quarterly Business Reviews (QBRs), creating standard Success Plans, and establishing baseline client health metrics.
• Monitor Account Health: Develop and maintain a Client Health Dashboard, tracking license saturation, utilization metrics, and risk factors to proactively identify churn risks before they escalate.
• Facilitate Value Realization: Work closely with the Enablement team to diagnose adoption challenges and ensure customers are achieving their defined business outcomes.
• Voice of the Customer (VoC): In close collaboration with the Enablement Leads, act as the strategic conduit between the customer and our Product team, filtering feature requests through a lens of business impact and strategy rather than just volume.
• Forecasting & Governance: Provide accurate revenue forecasts and 6-month outlooks to leadership, ensuring visibility into the health and growth potential of your portfolio.

What you need to be successful in the role:

• Senior Experience: 7+ years of experience in Account Management, Customer Success, or Consulting, specifically within the SaaS or B2B technology space.
• Enterprise DNA: Proven track record of managing large, complex enterprise accounts (e.g., Big 4, Global Consultancies) and navigating matrixed stakeholder maps.
• Commercial Fluency: Experience owning retention targets and identifying expansion revenue. You understand the difference between customer happiness and customer value.
• Process Design: Ability to create and document new workflows (e.g., How we do QBRs, How we measure health) without needing a pre-existing playbook.
• Cross-Functional Leadership: Ability to influence internal teams (Product, Delivery, Sales) without direct authority to get things done for the customer.
• Superior Communication: Exceptional presentation and written skills, capable of tailoring narratives for executive audiences.

Our Culture & Values:

• Purpose Driven Work – We’re engaged, excited, and focused on making a meaningful impact.
• Transparency & Agility – Great communication, self-driven attitudes, and solution mindsets are at our core.
• Trust & Autonomy – We take ownership, work independently, and support each other.
• Collaboration & Success – We believe teamwork fuels innovation and shared achievements.
• Continuous Learning & Growth – A dynamic environment where everyone can reach their full potential.
• Work + Life Balance – We value a healthy balance, knowing that well-being and performance go hand in hand.

A bit about us: Though our backgrounds are diverse, we share a belief - employee skills and a knowledge lens can lead to workforce productivity and quality, also favouring employee personal development and mobility. That common inspiration keeps us aligned with our purpose as a global team. The distance doesn’t slow us down. We keep the engine humming from our homes, co-working spaces, and coffee shops. Whether collaborating through Slack, video calls, our team knows how to keep connected - it’s what we do best! At ProFinda, inclusivity fits our core values of aspiring to create an open-minded workforce, where our employees feel comfortable to be themselves. We know that creating diverse teams is the most fundamental component to our success and this success can only be achieved by a collective of people with different backgrounds, experiences, personalities, talents, ideas and opinions. We hire fantastic, innovative team players – if that sounds like you, you will find a home at ProFinda!