Customer Success Manager

Company Description

Working at The Adaptavist Group. The Adaptavist Group is a global family of companies with a common goal. We combine the best of teamwork, technology, and processes, helping all kinds of businesses be better today and tomorrow. We are experts at delivering enterprise software, tailored solutions, and quality services across some of the world’s most trusted technology ecosystems, including Atlassian, AWS, Slack, GitLab, monday.com and Aha! We make change happen. From anywhere.

What we offer you

We offer a very generous holiday (PTO) allowance, trusting you to take vacation time that suits your personal life, alongside flexible working hours that empower you to work when it best fits you and your team. We provide MacBooks to all employees and additional support for fully remote workers to set up their home offices. Our exceptional Time Away Policy includes 26 weeks of fully paid leave for birthing parents, 13 weeks for non-birthing parents, and extended leave for adoption, IVF, surrogacy, elective egg freezing, and women's health needs such as menopause, menstruation, endometriosis, and PCOS. Our trusting, flexible, remote‑first way of working means that work can fit around your life, rather than your life fitting around work.

Job Description

We’re looking for a CSM to orchestrate the end‑to‑end customer lifecycle: from onboarding and sustained adoption to preparing value‑based renewals and expansions. You will be the link between the customer’s business objectives and our solution, building executive relationships, internal sponsorship, and healthy usage that translates into retention and predictable ARR growth.

Job purpose summary

• Area and scope: management of post‑sales activities across a portfolio of strategic accounts, directly correlated with business growth.
• Primary objective: build trust‑based relationships that drive adoption, retention, and account expansion.
• Role pillars: trusted advisory, deep product expertise to enable advanced use cases, and aligning customer goals and challenges with the solution to deliver business outcomes.
• Key collaboration: New Business, Implementation, Professional Services, Customer Success, Account Management, and Marketing; each team shares responsibility for customer success and associated KPIs (retention, NDR, adoption, incremental ARR, CSAT).

What You’ll Do

• Manage a portfolio of accounts across the full lifecycle with a focus on growth and retention, prioritizing actions by impact and risk.
• Orchestrate onboarding and adoption with Implementation and Professional Services; coordinate trainings, workshops, office hours, and onboarding reviews.
• Define and execute a strategic cadence: monthly touchpoints, on‑demand consulting sessions, and executive EBRs/QBRs to demonstrate ROI and align upcoming milestones.
• Build and maintain relationships with champions and decision‑makers, ensuring executive sponsorship and tangible value realization.
• Monitor account health: usage, adoption, team feedback, satisfaction; identify churn risks and execute mitigation plans.
• Prepare renewals and plan expansions: account mapping, identifying new use cases/departments, and driving cross‑sell and upsell with the AM.
• Optimize workflows, automations, and integrations to increase adoption, productivity, and executive visibility through appropriate reporting.
• Execute consultative discovery using the Before > Negative Consequences > After > Positive Outcomes framework to connect challenges with measurable results.

Qualifications

• Experience managing B2B post‑sales portfolios with a focus on adoption, retention, and expansion, working toward NDR, GDR, and adoption targets.
• Experience coordinating onboarding, trainings, workshops, office hours, and EBR/QBRs with diverse stakeholders, including executive profiles.
• Ability to map accounts, identify cross‑sell/upsell opportunities, and prepare renewals alongside Account Management.
• Capability to diagnose account health, detect churn risks, and execute mitigation plans based on usage/adoption data.
• Clear, persuasive communication with strong value storytelling and executive presentation skills.
• Consultative, outcomes‑and‑ROI‑oriented approach; mastery of the Before/After framework for discovery and value narrative.
• Organization and prioritization to manage a book of 15–30 high‑value accounts with defined cadences and plans.

Additional Attributes

• Emotional intelligence, adaptability, and resilience to manage complex relationships and changing contexts.
• Cross‑functional collaboration and an “extended team” mindset with Sales, Implementation, Professional Services, and Marketing.
• Product curiosity and a proactive attitude to drive process improvements and ongoing adoption.

Preferred qualifications

• Experience in SaaS/productivity/digital transformation solutions.
• Professional English for interaction with global teams and clients.
• Proficiency with CRM and customer success/BI tools; comfort working with usage and adoption metrics.

What We Offer

Join us and be part of an inclusive environment where success and a healthy work‑life balance go hand in hand. We are committed to your professional growth and development, offering:

• Comprehensive Training: Access to RAIN sales training to hone your sales skills and techniques, ensuring you’re at the forefront of the industry.
• Continual Learning: An Udemy Business account, providing a wealth of learning opportunities across a wide range of subjects and skills, supporting both your professional and personal development.
• Work‑Life Harmony: A culture that values and practices work‑life balance, recognizing the importance of personal time and well‑being.

Additional Information

Not ticking every box? That’s totally okay! Studies show that women and people of colour might hesitate to apply unless they meet every single requirement. At ScriptRunner, part of TAG, we’re dedicated to creating a diverse and welcoming team. If you’re passionate about this role and keen to learn and grow with us, we encourage you to apply, even if you don’t have everything that’s listed just yet. Drop us your application, we’d love to hear from you!

What to expect: We have published some support on Interviewing with us to try to alleviate any pre‑interview anxieties; here you’ll find information to help you prepare and ace an interview at TAG.

Equal opportunities for everyone

At The Adaptavist Group, we are committed to promoting a diverse and inclusive community and believe this positively impacts both the creation of our innovative products and our delivery of bespoke solutions to our global customers and our own unique culture. We encourage all qualified applicants, regardless of age, disability, race, sexual orientation, religion or belief, sex, gender identity, pregnancy and maternity, marriage, and civil partnership status. From our family‑friendly policies to our flexible work environment we offer a range of benefits and policies in order to support staff from all different backgrounds. If you have any questions, please do ask us. We look forward to your application!