Senior Customer Success Manager in London

About us

Cronofy provides the meeting and scheduling infrastructure trusted by over 180,000 companies worldwide. Our platform enables products and AI systems to build seamlessly on top of powerful scheduling capabilities. Whenever meetings are business-critical, Cronofy powers them, from interview scheduling for Indeed and Teamtailor, to telehealth consultations for Docplanner, and appointment booking for GoDaddy, Houzz, and many others across both traditional and AI-driven workflows.

The role

This is an exciting hybrid role that blends Customer Success with Account Management. You’ll own a portfolio of around ~100 customers, guiding them through the entire lifecycle, from onboarding and adoption to renewal and, where relevant, expansion. Your success will be measured by customer retention and revenue growth across our SaaS accounts. In practice, that means defining what success looks like for our customers, identifying risks early, and finding ways to better empower them whether that’s through data-driven insights or sharing best practices across accounts. As someone closest to our customers, you’ll also act as their voice internally, advocating for their needs and ensuring their perspective shapes our decisions.

To thrive in this role, you’ll need to combine technical curiosity with a consultative mindset. We’re looking for someone who can confidently advise customers on how our technology fits their use cases and act as a true evangelist for our solutions. We don't expect to dive deep into technical detail with developers, but you should be comfortable discussing customer goals, how our APIs can support them, and when to bring in internal experts such as our Support Engineers for deeper scoping. Most of your external conversations will be with senior stakeholders like VPs of Product or CTOs, you’ll play a key role in connecting their technical teams with ours.

How you'll work

You’ll be a relationship builder who ensures a smooth transition for our customers from sales to long-term success. It’s essential that you develop a deep understanding of each customer’s goals and how they’re using our APIs, so you can provide the right guidance at every stage of their journey. While most customers get started successfully with our documentation, some face challenges in driving adoption among their own end-users. You’ll proactively reach out when you spot a risk, offering practical advice to help them improve engagement and realize full value, ultimately driving retention and NRR. This role also includes an element of expansion and upselling. Our APIs offer a wide range of capabilities from calendar sync to scheduling and many customers only use a portion of what’s available. Part of your role will be uncovering additional ways customers can benefit from our platform. We don’t believe in hard selling; we focus on understanding our customers’ objectives and helping them achieve more with Cronofy. Beyond individual accounts, you’ll contribute to defining what success looks like for our SaaS Customers identifying key health indicators, common risks, and unmet needs. This role reports to our Head of Customer Success and is part of the wider Sales team. You’ll collaborate closely with the GTM team, as well as the Engineering, Product, and Support teams. It’s a great fit if you take a consultative approach, enjoy building value-based relationships, and have experience with renewals and account growth.

About you

The successful applicant should be able to demonstrate:

• Strong commercial & consultative mindset.
• An ability to guide customers through the customer lifecycle; from onboarding through activation and renewal. You build relationships naturally and are able to interact with different types of stakeholders and be their trusted advisor.
• You have a consultative approach with customers. You know the product inside out and are able to map customer goals to technical solutions.
• Technical aptitude. The people that use our product are developers and you will have conversations with stakeholders such as CTOs, VP of Product. We don't expect you to be a developer, but experience with technical products is essential.
• A strong understanding of data such as product usage & customer health scores, using it to guide and prioritize customers.
• Experience with contracting, driving NRR & Expansion.
• As this role combines both technical aptitude and consultative skills, we are very open about your previous experience. Perhaps you've been an Account Manager for a technical B2B SaaS product focused more on commercial aspects, and interested in moving into Success. Or maybe you are an Engineer who wants to expand and work with customers to make them successful with a technical product. Either way we’d love to hear from you.

How we work

Our principles guide how we approach everyday. We work hard but insist that everyone considers the balance between work and their life and responsibilities outside. We are direct in our dealings with each other. We continuously work to build mutual trust so that we can give each other feedback without fear of it being taken personally. We can support a predominantly remote, office-based or hybrid working model. We do really value face-to-face time and, where circumstances allow, encourage teams to spend regular time together at suitable locations. As our current Sales and Success teams are based in the Netherlands, it would be most beneficial if the successful applicant was based in, or within a reasonably commutable distance, to Amsterdam.

Hiring process

A 30-minute screening call with our Head of Sales & Partnerships. A 1-hour interview with our Head of Sales & Partnerships to explore your experience and approach. A panel-based discussion with members of the GTM team, including a practical task and principle fit evaluation.

What we offer

• Basic salary €60,000 - €80,000 according to your experience.
• €1740 annual benefit contribution for healthcare & dental insurance.
• Pension scheme.
• 25 days holiday in addition to flexible national holidays. National holidays are added to your holiday allowance and you're not required to take them on the corresponding day.
• 5 personal development days per year to use for L&D, charitable causes or similar.
• Pleo card for work expenses, hardware, travel etc.
• A flexible approach to working; remote, office or hybrid.
• A principles driven culture that provides the framework for autonomous decision making and personal development.