Customer Success Manager in City of London

The Customer Success Manager (CSM) is a strategic partner to Vistage Chairs, supporting the overall health, experience, and long-term success of their peer advisory groups. This role blends responsive support with proactive, consultative guidance; leveraging deep listening, business acumen, and B2B sales expertise to help Chairs elevate member value, strengthen group performance, and navigate complex dynamics.

The CSM understands how to influence executive decision-makers, interpret feedback trends, anticipate risks, and identify opportunities that improve member engagement and retention. This role requires comfort with ambiguity, strong relationship-building skills, and the ability to guide Chairs toward best practices that advance group health and organizational outcomes.

Vistage is the world’s largest CEO coaching and peer advisory organisation for small and medium size business (SME) leaders. We offer the most effective approach for SME enterprises to achieve better results and grow faster as well as for SME leaders to maximise their impact. The 45,000+ members we serve are MDs/CEOs, owners and executives of SME organisations located across the UK and around the world. These SME executives typically spend a day or more with Vistage every month to immerse themselves in our comprehensive platform for making better decisions, getting better results and becoming better leaders.

Our platform features three core elements: valuable perspectives from a trusted group of peers, professional guidance and meeting facilitation from an accomplished business leader (the Chair), and deep insights from subject matter experts. Vistage was founded more than 65 years ago and we’ve grown every year since then by innovating to stay on the cutting-edge of business and being relentless in delivering value to our members. Our success is demonstrated by the fact that Vistage member companies grow 2.2 times faster than non-Vistage peer companies.

Vistage’s success is anchored by a unique culture which reinforces employee commitment to the Vistage mission. It is a spirit of collective success and achievement which is also reflected in our workplace. Here’s a sample of the employee experience that helps drive our success:

• Welcome to our home. Our UK Office sits in Hedge End, Southampton while our US headquarters sits in San Diego, California. The Hedge End office features an open, modern aesthetic with lots of collaboration spaces and free coffee!
• We invest in your career. Each employee has an actionable career progression plan developed through individual collaboration with their manager. We focus on promoting from within and employee progression plans are complemented by all, we invest in staff development days as well as access to tons of individualised development resources and a tuition reimbursement program.
• We invest in you. Our employee benefits program is incredibly generous! We offer life insurance of 4 times your base salary up to a maximum £1,250,000 benefit. Take care of your financial future with a pension plan where employees are automatically enrolled at a 5% contribution, and matching of 4%. You’ll also start with 20 days annual leave to allow you to relax and recharge . . . employees receive additional annual paid days off based on tenure. All employees also have access to our Employee Assistance Programme, Travel Emergency Service, and more!
• We keep it fun! Whether you’re enjoying office celebrations or toasting your co-workers at our epic annual holiday party, you’ll see that we take having fun as seriously as helping our members succeed! The office vibe is business casual with flexible schedules that take a hybrid approach, splitting time between working in the office and working from home on an agreed cadence. We value mutual respect and laughter . . . we hate stiff formality.

Vistage’s culture and sense of mission drives employee loyalty: more than half of our staff has been with the company for five years or longer. Are you ready to start your Vistage journey?

RESPONSIBILITIES

• Serve as a trusted thought partner to Chairs, helping them strengthen group performance and navigate complex scenarios.
• Guide Chairs on key components of the Vistage experience such as pacing, 1:1s, engagement, and effective issue processing.
• Use deep listening to surface insights, themes, and tailored recommendations.
• Build credible consultative relationships and influence executive decision-makers.
• Interpret member and group feedback to identify risks and opportunities.
• Partner with Chairs to strengthen retention, engagement, and group dynamics.
• Provide strategic guidance on elevating the meeting experience and program standards.
• Apply B2B sales experience to influence Chair decision-making and support difficult conversations.
• Use consultative selling skills to align recommendations with Chair and group needs.
• Navigate objections and resistance using value-based communication.
• Partner with internal teams to support Chairs and member lifecycle health.
• Collaborate cross-functionally on retention and group health strategies.
• Escalate sensitive scenarios appropriately while independently managing.

QUALIFICATIONS

• Experience influencing executive-level clients or decision-makers.
• Strong B2B sales and consultative selling background.
• Ability to analyze feedback trends and translate insights into recommendations.
• Comfort navigating ambiguity and complex scenarios.
• Exceptional communication skills, supported by deep listening and emotional intelligence.

SUCCESS MEASURES

• Strength of Chair partnership and trust.
• Improvement in group health and member experience.
• Proactive identification and mitigation of risks.
• Contribution to retention and engagement outcomes.
• Demonstrated influence through consultative guidance.
• Quality of insights, recommendations, and follow-through.

JOB LOCATION

Hybrid in London; a mix of on-site and off-site days in a coworking space. Occasional travel to the Hedge-End Office.