At a Glance
- Tasks: Manage strategic customer accounts and ensure they achieve measurable outcomes with Eptura 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: Be part of a diverse team that values innovation and collaboration.
- Why this job: Shape the future of work while building strong relationships with top-tier clients.
- Qualifications: Experience in Customer Success and strong communication skills are essential.
The predicted salary is between 36000 - 60000 £ per year.
Department: Customer Success
Employment Type: Full Time
Location: London - UK
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. 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, and quarterly executive business reviews.
- 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 Manager employer: Teem
Eptura is an exceptional employer, offering a dynamic work culture that prioritises innovation and collaboration in the heart of London. With a commitment to employee growth, we provide extensive training opportunities and a flexible work environment, ensuring our team members thrive while making a meaningful impact on global workplace solutions. Join us to be part of a diverse team that values every voice and fosters a supportive atmosphere for professional development.
StudySmarter Expert Advice🤫
We think this is how you could land Strategic Customer Success Manager
✨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 Strategic Customer Success Manager role.
✨Tip Number 2
Show off your skills! Prepare a portfolio or case studies that highlight your past successes in customer success roles. When you get the chance to chat with potential employers, share these stories to demonstrate your value.
✨Tip Number 3
Be proactive! If you see a company you're interested in, reach out directly. Express your enthusiasm for their work and how you can contribute as a Strategic Customer Success Manager. Sometimes, a direct approach can open doors!
✨Tip Number 4
Don’t forget to apply through our website! We’ve got loads of resources to help you prepare for interviews and showcase your skills. Plus, it’s the best way to ensure your application gets seen by the right people.
We think you need these skills to ace Strategic Customer Success Manager
Some tips for your application 🫡
Tailor Your Application:Make sure to customise your CV and cover letter for the Strategic Customer Success Manager role. Highlight your experience in managing strategic accounts and your ability to build strong relationships with senior stakeholders. We want to see how you can bring value to our customers!
Showcase Your Success Stories:Use specific examples to demonstrate your past successes in customer success roles. Talk about how you've driven product adoption, managed risks, and achieved measurable outcomes. This will help us understand your impact and how you can contribute to Eptura.
Be Clear and Concise:When writing your application, keep it clear and to the point. Use bullet points where possible to make it easy for us to read. We appreciate a well-structured application that highlights your key achievements and skills relevant to the role.
Apply Through Our Website:We encourage you to apply directly through our website. This ensures your application gets to the right people quickly. Plus, it shows us you're genuinely interested in joining the Eptura team and shaping the future of work together!
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, success criteria, and any recent news or changes. This will help you demonstrate your ability to build strong, multi-threaded relationships with customer stakeholders.
✨Master the Strategic Customer Success Rhythm
Get a good grasp of what Eptura's Strategic Customer Success Rhythm entails. Be prepared to discuss how you would execute regular cadence meetings, create executive-facing success plans, and conduct quarterly business reviews. Showing that you can maintain operational discipline will set you apart.
✨Showcase Your Analytical Skills
Since the role requires a solid understanding of Customer Success metrics, brush up on key metrics like Net Retention and NPS. Be ready to discuss how you've used data to drive product adoption and identify growth opportunities in your previous roles.
✨Prepare for High-Stakes Conversations
As a Strategic CSM, you'll need to navigate difficult conversations with senior leaders. Think of examples from your past where you've successfully managed risk or resolved complex challenges. This will highlight your executive presence and ability to influence stakeholders effectively.
