At a Glance
- Tasks: Lead strategic customer relationships and ensure they achieve measurable outcomes with Eptura's solutions.
- Company: Join Eptura, a global leader in workplace innovation and tech solutions.
- Benefits: Enjoy 25 days holiday, flexible work options, and a contributory pension.
- Other info: Diverse and inclusive workplace with excellent career growth opportunities.
- Why this job: Shape the future of work while making a real impact on customer success.
- Qualifications: Experience in managing strategic accounts and strong communication skills required.
The predicted salary is between 60000 - 80000 £ per year.
This job is brought to you by Jobs/Redefined, the UK's leading over-50s age inclusive jobs board.
Department: Customer Success
Employment Type: Full Time
Location: London - UK
Reporting To: Emma Murray
Description
Shape the Future of Work with Eptura. At Eptura, we're not just another tech company - we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description
As a Strategic Customer Success Manager (CSM), you will be the trusted, executive-facing partner for a portfolio of Eptura's most strategic customers. You will own the post-sale relationship end-to-end, with accountability for value realisation, long-term adoption, retention, and growth. This is not a reactive or relationship-only role. Strategic CSMs at Eptura operate within a highly structured Customer Success Rhythm, combining strong executive presence with operational rigor. You will lead complex customer relationships, proactively manage risk, and coordinate cross-functional teams to ensure our customers consistently achieve measurable outcomes from their investment in Eptura. You will partner closely with Sales, Renewals, Support, Professional Services, Product, and Customer Marketing, acting as the central point of orchestration and the first escalation point for your accounts.
Responsibilities
- Manage a portfolio of approximately 10-14 strategic accounts, developing deep knowledge of each customer's business, objectives, stakeholders, and success criteria.
- Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
- Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.
- Own and consistently execute Eptura's Strategic Customer Success Rhythm, including:
- Regular Cadence customer meetings
- Executive-facing Success Plans as living documents
- Quarterly Executive Business Reviews
- Growth and Risk Signals
- Ensure all success activities, plans, decks, notes, and actions are accurately logged and maintained in our CS CRM.
- Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
- Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
- Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.
- Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
- Be a facilitator in escalations in line with Eptura's formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
- Develop and execute Get-to-Green plans for at-risk accounts, keeping internal stakeholders and leadership informed throughout.
- Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
- Effectively assemble and lead cross-functional account teams to deliver outcomes and resolve complex customer challenges.
- Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.
- Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
- Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
- Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation.
About you
- Customers consistently realising measurable value and outcomes from Eptura solutions.
- Strong net retention, renewal performance, and account growth.
- Predictable execution of the Strategic Customer Success Rhythm.
- Clear, executive-level communication - internally and externally.
- Are deeply customer-centric and focused on long-term partnership and value, not short-term tasks.
- Have proven experience managing a strategic book of business in Customer Success.
- Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders.
- Balance relationship-building with structured, data-driven execution.
- Are comfortable with change and enjoy adopting new processes, tools, and ways of working.
- Think strategically, but execute operationally with consistency and attention to detail.
- Strong understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation.
- Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce.
- Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores.
- Excellent analytical skills, including strong Excel capabilities.
- Experience working in B2B SaaS or enterprise software environments.
- French and/or German language skills are a plus.
Benefits
- 25 Days Holiday
- Additional Company Holidays throughout year
- Contributory Pension
- Life Insurance (DIS)
- Flexible Work Options
Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.
Strategic Customer Success Leader – Enterprise Accounts in London employer: Teem
Eptura is an exceptional employer that champions a flexible and inclusive work culture, making it an ideal place for professionals seeking meaningful careers in the tech industry. With a strong focus on employee growth, Eptura offers extensive benefits including 25 days of holiday, additional company holidays, and a contributory pension, all while fostering a collaborative environment where diverse perspectives are valued. Located in London, employees have the unique advantage of being part of a global leader in workplace innovation, working alongside top-tier clients and contributing to transformative solutions that impact millions worldwide.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Leader – Enterprise Accounts in London
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, webinars, or even local meetups. The more you engage, the better your chances of landing that dream job.
✨Tip Number 2
Prepare for interviews by researching the company inside out. Know their products, values, and recent news. This will help you tailor your answers and show them you're genuinely interested in being part of their team.
✨Tip Number 3
Practice makes perfect! Do mock interviews with friends or use online platforms. This will boost your confidence and help you articulate your thoughts clearly during the real deal.
✨Tip Number 4
Don’t forget to follow up after interviews! A simple thank-you email can go a long way in keeping you top of mind. Plus, it shows your enthusiasm for the role and the company.
We think you need these skills to ace Strategic Customer Success Leader – Enterprise Accounts in London
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Strategic Customer Success Leader role. Highlight your experience in managing strategic accounts and your ability to drive customer success, as this will show us you understand what we're looking for.
Showcase Your Achievements:When detailing your past roles, focus on specific achievements that demonstrate your impact on customer retention and growth. Use metrics where possible, as we love seeing numbers that back up your claims!
Be Authentic:Let your personality shine through in your application. We value authenticity and want to see who you are beyond your professional experience. Share your passion for customer success and how you can contribute to our mission at Eptura.
Apply Through Our Website:We encourage you to apply directly through our website. This ensures your application gets to the right people quickly and helps us keep track of all applicants efficiently. Plus, it’s super easy!
How to prepare for a job interview at Teem
✨Know Your Customers Inside Out
Before the interview, dive deep into understanding Eptura's strategic customers. Familiarise yourself with their business objectives, challenges, and how Eptura's solutions can drive value for them. This knowledge will help you demonstrate your customer-centric approach and ability to build strong relationships.
✨Master the Strategic Customer Success Rhythm
Get a solid grasp of Eptura's Strategic Customer Success Rhythm. Be prepared to discuss how you would implement regular cadence meetings, executive-facing success plans, and quarterly business reviews. Showing that you can execute these processes with operational rigor will set you apart.
✨Showcase Your Executive Presence
In this role, you'll be engaging with senior leaders. Practice articulating your thoughts clearly and confidently. Prepare examples of how you've navigated high-stakes conversations in the past, as this will highlight your ability to influence and challenge stakeholders effectively.
✨Be Data-Driven and Analytical
Brush up on key Customer Success metrics like Net Retention and Health Scores. Be ready to discuss how you've used data to monitor customer health and identify risks. This analytical mindset is crucial for driving product adoption and ensuring long-term account growth.
