CSM Manager in London

Role: Customer Success Manager Location: London, England - Hybrid Salesloft is building the next era of enterprise revenue — one where teams make confident decisions powered by AI and real signals. By combining our scale, insights, and AI innovation, we're building the industry's first Predictive Revenue System, enabling humans and AI to work together to make smarter decisions and drive consistent growth. Join us to help transform how companies around the world run revenue — and build the platform that will guide leading revenue teams into the future. THE OPPORTUNITYAt Salesloft, our Customer Success Managers own the relationship that determines whether a customer renews, expands, and becomes an advocate — or quietly churns. This is not a reactive support role. You will manage a book of business proactively — using product usage data, AI-surfaced health signals, and your own commercial judgment to intervene before problems become risks and to spot expansion opportunities before the customer asks. Own retention, adoption, and net revenue expansion across a defined book of business, translating each customer's goals into a clear plan for realizing value from the platform. Use AI-surfaced customer health signals, product usage data, and engagement scoring to prioritize proactively — acting first on the accounts and moments that matter most. Lead strategic business reviews with customer stakeholders and executives, connecting platform usage to measurable revenue outcomes and ROI.Partner with Account Management to identify and drive expansion opportunities grounded in demonstrated value. Drive adoption through tailored enablement, onboarding support, and ongoing strategic guidance that keeps customers progressing toward their goals. WHAT WE'RE LOOKING FORWe are looking for a commercially minded relationship builder who understands that customer success is a revenue discipline, not a support function. You are equally comfortable running an executive business review and digging into usage data to find the signal that tells you where to focus next. You embody what we call Evidence Over Ego — you bring data to customer conversations rather than assumption, you let health signals and outcomes guide where you spend your time, and you're honest with customers about what will and won't move them forward. This is the right role if you want to own real commercial outcomes at a company whose platform is redefining how revenue teams operate. THE TEAMThe Salesloft Customer Success organization is responsible for the retention, adoption, and growth of our customer base — the team that ensures the value we sell is the value customers actually realize. CSMs here operate as trusted advisors and commercial owners, working closely with Account Management, Support, Product, and Marketing. The team Moves as One — success, sales, and support operate with shared ownership of customer outcomes, surfacing risks and opportunities directly rather than passing them between functions. And we are relentlessly Customer Inspired: the entire team measures itself by customer success, not internal activity metrics, because a renewed and expanding customer is the only result that counts. THE SKILL SETProven track record in a Customer Success, Account Management, or post-sale role at a B2B SaaS company, with direct ownership of retention and expansion outcomes. Demonstrated ability to manage a book of business and consistently meet or exceed retention and net revenue expansion targets. Comfort working with product usage data and customer health signals to prioritize action and drive decisions. Experience with a sales engagement, revenue intelligence, or revenue operations platform — Salesloft, Clari, Gong, Outreach, or adjacent tools. Experience partnering closely with Account Management on expansion in a shared-account model. We are proud to be an Equal Opportunity Employer and provide employment opportunities to all employees and applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, pregnancy, or any other characteristic protected by law. If you receive messages on LinkedIn or other job platforms claiming to be from Clari + Salesloft, they may not be legitimate. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, notetaking, or summarizing responses. If you would like more information about how your data is processed or prefer to opt out of any AI-assisted tools, please let your recruiter know. LI - REMOTE