At a Glance
- Tasks: Manage strategic customer accounts and drive value realisation through strong relationships.
- 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 Customer Success with strong communication and analytical skills.
The predicted salary is between 60000 - 80000 £ per year.
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.
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.
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, quarterly executive business reviews, and 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 the 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 employer: Teem
Eptura is an exceptional employer that champions a flexible and inclusive work culture, empowering employees to thrive in their roles while fostering professional growth. With a commitment to diversity and a focus on meaningful customer relationships, Eptura offers strategic leaders the opportunity to shape the future of work in a dynamic environment, supported by comprehensive benefits and a strong emphasis on employee well-being.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Leader – Enterprise Accounts
✨Tip Number 1
Network like a pro! Get out there and connect with people in the industry. Attend events, join online forums, and don’t be shy to reach out on LinkedIn. You never know who might have the inside scoop on job openings or can put in a good word for you.
✨Tip Number 2
Prepare for interviews by researching the company and its culture. Understand their products and how they align with customer success. This will help you tailor your responses and show that you're genuinely interested in being part of their team.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with the role of Strategic Customer Success Leader. Highlight your ability to manage relationships and drive value for customers, as this is key to impressing potential employers.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take the initiative to engage directly with us. So, go ahead and submit your application today!
We think you need these skills to ace Strategic Customer Success Leader – Enterprise Accounts
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:Don’t just list your responsibilities; share specific examples of how you've helped customers realise value and achieve measurable outcomes. We love seeing quantifiable results that demonstrate your impact!
Be Authentic:Let your personality shine through in your application. We’re looking for someone who is not only skilled but also a great fit for our team culture. Share your passion for customer success and how you build relationships with clients.
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 candidates 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, stakeholders, and success criteria. This will not only show your commitment but also help you discuss how you can drive value for them.
✨Master the Strategic Customer Success Rhythm
Get a good 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 reviews. Showing that you can execute this rhythm will demonstrate your operational rigor.
✨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 build strong relationships with key stakeholders.
✨Be Data-Driven and Analytical
Brush up on your analytical skills, especially with tools like Excel. Be ready to discuss customer success metrics such as Net Retention and Health Scores. This will show that you understand the importance of data in driving customer outcomes and can make informed decisions.
