Customer Success Manager New London, England, United Kingdom

Unlike most software companies, we don't sell a platform that customers log into and configure themselves. We power other companies' products. Our speech engine sits inside broadcasters' live captioning workflows, call centre quality tools, medical transcription software, legal record systems, anywhere that getting the words right is non‑negotiable. Your customers aren't evaluating us by a dashboard. They're trusting us with the core of their product. That makes this role genuinely interesting and genuinely demanding, and means there is a lot to learn. We will invest in your development, but we need someone who wants to go deep, not stay at the surface.

What you’ll be doing:

• Managing a diverse book of business starting c.£1M ARR across c.50 accounts.
• Owning all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion.
• Building deep knowledge of each customer’s use case, helping them drive value through new product feature adoption, expanding into new markets to help grow their business.
• Taking full ownership of renewals, cross‑sell and upsells.
• Collaborating closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned delivery and feedback loops.
• Working together with Sales Engineers to deliver technical support and ensure our customers have an optimised solution.
• Regularly communicating performance, risks, and opportunities across your accounts to internal stakeholders.

Who we’re looking for:

• Proven experience in Customer Success or Account Management in a fast‑paced environment; ideally in SaaS, AI/ML, or API‑based technology.
• A commercially driven mindset with experience owning renewals, negotiating contracts, and identifying growth opportunities.
• Strong communicator, both written and verbal.
• Additional language skills; particularly Spanish, would be a strong advantage but are not required.
• A person who thrives in a start‑up or scale‑up culture; proactive, adaptable, and ready to get stuck in.
• Able to navigate technical conversations confidently and work cross‑functionally with internal teams.
• Organised and analytical, with the ability to present data and insights clearly to drive decision‑making.
• A genuine interest in speech technology, AI, and delivering long‑term customer value.

We encourage you to apply even if you do not feel you match all of the requirements exactly. The list of requirements is intended to show the kinds of experience and qualities we’re looking for, but it is not exhaustive. If you are interested in the role, the team, and our mission, we would love to consider your application. We are always open to conversations and look forward to hearing from you.

Equal Employment Opportunity: Speechmatics is an equal opportunity employer. We do not discriminate against any employee or applicant based on race, colour, religion, sex, national origin, age, disability, or any other protected characteristic. All employment is decided on merit and qualifications. We rely on legitimate interest as a legal basis for processing personal information under the GDPR for purposes of recruitment and applications for employment.