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- Tasks: Manage enterprise accounts, drive retention and expansion, and ensure customer success.
- Company: Dynamic SaaS company focused on AI-driven solutions.
- Benefits: Competitive salary, travel opportunities, and professional growth.
- Other info: Fast-paced environment with opportunities for on-site engagement.
- Why this job: Make a real impact by helping businesses thrive with innovative technology.
- Qualifications: 5+ years in SaaS customer management and strong analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
We are looking for a top-performing, strategic, and commercially driven Customer Success Manager to manage a portfolio of ~23 enterprise accounts across the UK and surrounding region. This role owns retention and expansion revenue (Net Dollar Retention) for the assigned book of business. You will work closely with an Account Manager, sharing expansion targets and building a strong pipeline within your accounts. This is a high-impact, fast-paced role that requires someone who thrives under pressure, can manage complexity, and consistently delivers results with enterprise customers.
Key responsibilities
- Customer ownership & strategy
- Own and manage a portfolio of enterprise customers, acting as the primary point of contact for customer success.
- Build and execute account-specific success plans aligned to customer business objectives.
- Develop a deep understanding of each customer’s environment, goals, and challenges.
- Retention & Expansion
- Drive NDR across your book of business.
- Partner with the Account Manager to identify, build, and progress the expansion pipeline.
- Proactively mitigate risk and ensure strong renewal outcomes.
- Ensure customers achieve real, measurable value from the platform.
- Define, track, and review KPIs with customers tied to business outcomes.
- Translate product usage into business impact and ROI.
- Adoption & AI focus
- Lead initiatives to drive product adoption, with a strong focus on AI capabilities.
- Guide customers in embedding AI into their workflows to improve efficiency and outcomes.
- Track adoption metrics and tie them directly to value realisation.
- Conduct Executive business reviews with senior stakeholders.
- Build relationships with decision-makers and influencers across the organisation.
- Lead both remote and onsite meetings to align on strategy, goals, and outcomes.
- Leverage customer data and insights to:
- Build business cases
- Develop ROI/value calculators
- Support expansion opportunities and strategic initiatives
Requirements
- 5+ years of experience managing enterprise customers in a SaaS environment, specifically within the UK market
- Proven track record of driving retention and expansion (NDR ownership)
- Experience working with and leveraging AI-driven products or tools, with the ability to translate AI capabilities into business value
- Strong experience in:
- Building and executing customer success plans
- Driving product adoption and measurable outcomes
- Conducting impactful EBRs with senior stakeholders
- Experience partnering with Account Managers on pipeline generation and revenue growth
- Strong analytical skills – able to turn data into clear business value narratives
- Willingness and ability to travel for on-site customer engagement
Customer Success Manager (Enterprise | UK & EMEA) employer: SysAid
Contact Detail:
SysAid Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Enterprise | UK & EMEA)
✨Tip Number 1
Network like a pro! Reach out to your connections in the industry, attend relevant events, and engage with potential employers on social media. Building relationships can open doors that a CV just can't.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products, especially any AI capabilities they offer, and think about how you can add value to their customer success strategy.
✨Tip Number 3
Showcase your achievements! Be ready to discuss specific examples of how you've driven retention and expansion in previous roles. Use metrics to back up your claims and demonstrate your impact.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets noticed. Plus, we love seeing candidates who are proactive about their job search.
We think you need these skills to ace Customer Success Manager (Enterprise | UK & EMEA)
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your experience with enterprise customers and how you've driven retention and expansion in previous roles. We want to see how you can bring value to our team!
Showcase Your Achievements: Don’t just list your responsibilities; share specific achievements that demonstrate your impact. Use metrics where possible, like NDR percentages or successful adoption rates. This helps us understand the tangible results you've delivered in your past roles.
Be Authentic: Let your personality shine through in your application. We’re looking for someone who fits well with our culture at StudySmarter, so don’t be afraid to show us who you are and what drives you. A bit of enthusiasm goes a long way!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it gives you a chance to explore more about what we do at StudySmarter!
How to prepare for a job interview at SysAid
✨Know Your Accounts Inside Out
Before the interview, make sure you research the enterprise accounts you'll be managing. Understand their business objectives, challenges, and how they currently use the product. This will help you demonstrate your strategic thinking and show that you're ready to take ownership of their success.
✨Showcase Your NDR Success Stories
Be prepared to discuss specific examples where you've successfully driven Net Dollar Retention in previous roles. Highlight your strategies for retention and expansion, and how you partnered with account managers to achieve these goals. Real-life examples will make your experience more relatable and impactful.
✨Emphasise Your AI Knowledge
Since the role focuses on AI capabilities, brush up on how you've previously leveraged AI tools to drive customer success. Be ready to explain how you can help customers embed AI into their workflows and the measurable outcomes that resulted from it. This will show your potential employer that you’re not just familiar with AI, but that you can translate it into real business value.
✨Prepare for Executive Business Reviews
Think about how you would conduct an Executive Business Review (EBR) with senior stakeholders. Prepare a mock presentation that outlines how you would align on strategy, goals, and outcomes. This will demonstrate your ability to engage with decision-makers and your understanding of what drives success at the executive level.