At a Glance
- Tasks: Manage a diverse portfolio of clients, driving value and growth through strategic partnerships.
- Company: Dynamic scale-up in the B2B SaaS sector with a focus on client success.
- Benefits: Private healthcare, generous holiday allowance, and professional development opportunities.
- Other info: Join a supportive team culture with regular social events and a dog-friendly office.
- Why this job: Shape client success strategies in a fast-paced environment while making a real impact.
- Qualifications: 4+ years in B2B SaaS customer success, with strong relationship-building skills.
The predicted salary is between 60000 - 75000 £ per year.
Location: Central London (Hybrid remote – 2 days a week in office)
Job Type: Permanent, full time with some shift working
About The Role: Senior Manager, Client Support – you will take ownership of a mixed portfolio of mid‑market and enterprise clients, acting as a trusted advisor who drives measurable value, long‑term retention and commercial growth. You will partner closely with clients, deliver impactful conversations that engage stakeholders from C‑suite to operations, and work with the Client Success team and other departments to elevate the client experience.
Responsibilities:
- Client Portfolio Ownership: Manage a portfolio of Mid‑market and growing enterprise clients, developing a deep understanding of their operations and business goals. Proactively share product updates and new releases relevant to your clients, framing them in terms of the value they unlock. Lead Executive Business Reviews (EBRs) that demonstrate ROI and align the platform roadmap to client priorities. Own renewals across your portfolio – identifying risk early and building compelling cases for continued and expanded investment. Identify and pursue upsell and cross‑sell opportunities where they genuinely add value for the client.
- Stakeholder Relationships: Build trusted, multi‑threaded relationships across accounts – from operations teams to senior leadership. Engage confidently with C‑suite contacts for renewals and strategic reviews. Act as the first line of escalation, communicating with clarity and empathy under pressure. Look for ways to expand knowledge of the sector through trade shows, webinars, and client visits.
- Data & Insight: Stay close to the numbers – client success is measured in metrics. Spot patterns and risks early, acting on root causes rather than symptoms. Feed client insights into Product, Engineering, and Sales, backed by evidence and frontline context.
- Team & Company: Contribute to the improvement of CS processes, playbooks, and tooling as the function matures. Support junior CSMs with client challenges and share knowledge across the team. Retain and grow SaaS revenue through consultative, value‑led engagement.
About You: You’re an experienced Client Success Manager who has been around the block in B2B SaaS. You know what great client success looks like and you’re energized by the challenge of doing it in a fast‑moving scale‑up where you can shape how things are done.
Must‑Haves:
- 4+ years in B2B SaaS customer success, with at least 2 years in a Senior CSM role.
- Proven track record managing £1m+ ARR across a mixed portfolio of Mid and enterprise clients.
- Experience with complex, business‑critical software where clients rely on data for real‑time decisions.
- Comfortable working in a scaling CS function where no two days are the same and the playbook is still being written.
- Skilled at building genuine client relationships – trusted by operations teams and senior stakeholders alike.
- Commercially sharp with a consultative approach; you understand net revenue retention and know how to fight churn without resorting to hard selling.
- Confident using Salesforce, Gainsight, and data dashboards to manage and present client health.
- A team player who is curious, proactive, and not afraid to flag what matters internally.
Bonus Points:
- Experience in hospitality tech or a service‑driven industry.
- Exposure to franchise or multi‑site operators.
- Experience on international client portfolios.
Benefits:
- Private Healthcare – All team members have access to private medical insurance through Vitality Health, offering fast access to high‑quality healthcare, wellbeing resources, and the Vitality Programme.
- Life Assurance – We provide Group Life Assurance through Legal & General, offering financial protection and wellbeing support to your loved ones in the event of your passing.
- Income Protection – Income Protection is offered via Canada Life to support you financially if you’re unable to work due to long‑term illness or injury, with additional support to help you return to work when ready.
- Learning & Development – We support professional development that helps you build transferable skills, whether that’s in your current role or to set you up for future success within the company.
- Holiday Allowance – Team members receive 25 days of annual leave plus public holidays, increasing with each full year of service, up to 28 days.
- Carer’s Leave – We offer one week of paid leave annually to support team members caring for a loved one.
- Parental Leave – Our enhanced parental leave policy supports all new parents after three months of employment. Primary caregivers receive 16 weeks of full pay, followed by 50% pay for an additional 16 weeks. Secondary caregivers receive four weeks of full pay, plus an additional two weeks after three years of service.
- Health Leave – We offer 12 days of fully paid sick leave annually to support your health and recovery.
- Birthday Leave – Take the day off to celebrate your birthday – it’s on us.
- Social Events – We host regular team socials, from monthly in‑office drinks to quarterly offsites, celebrating milestones and enjoying time together as a team.
- Dog‑Friendly Office – We welcome well‑behaved dogs in our offices.
Senior Client Success Manager employer: Vita Mojo
Join a dynamic scale-up in Central London as a Senior Client Success Manager, where you will thrive in a collaborative and innovative work culture that prioritises employee growth and well-being. With benefits like private healthcare, generous parental leave, and a dog-friendly office, we foster an environment that values both professional development and personal happiness, making it an excellent place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Senior Client Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Vita Mojo. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Vita Mojo before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Senior Client Success Manager
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Vita Mojo:Your cover letter is your chance to shine! Tell us why you want to work at Vita Mojo specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Vita Mojo!
How to prepare for a job interview at Vita Mojo
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
