Account Manager - Customer Success

Zoho Europe; Milton Keynes; On-site; GBP 45,000 - 60,000; Full time

Job summary

A leading cloud software provider in the UK seeks an experienced Account Manager - Customer Success to improve the onboarding and adoption journey for customers using Zoho One. This role involves guiding new customers to realize their value in the first 60 days, conducting webinars, and analyzing usage data. Candidates should have a strong SaaS background, excellent analytical skills, and a passion for customer success. The role offers benefits such as 25 holidays, health insurance, and a pension plan.

Benefits

25 days holiday

Supplementary Health Insurance

Pension Plan

Company lunch

MacBook and mobile for business

Company-paid travel insurance

Qualifications

• 5+ years of experience in SaaS and Customer Success.
• Strong understanding of SaaS onboarding processes.
• Good analytical skills to interpret product usage data.

Responsibilities

• Improve and manage the onboarding journey for new customers.
• Create segmented onboarding paths based on industry and maturity.
• Conduct webinars and monthly customer meetups.

Skills

SaaS onboarding

Customer Success

Analytical skills

Problem-solving

Confident speaker

Job description

Welcome to the fascinating world of Zoho, where innovation, efficiency, and customer-centric solutions converge to transform businesses across the continent. As one of the leading providers of cloud-based software and services, Zoho has been at the forefront of empowering organizations of all sizes to thrive in the digital age.

Privately held and deeply committed to solving problems through global collaboration, our organisation believes in experimentation, iteration, and following your instincts. Zoho Corporation is a leading provider of SaaS products, empowering businesses worldwide with innovative solutions.

We are looking for a dedicated Account Manager - Customer Success to improve the full onboarding and adoption journey for Zoho One customers in the UK.

Your main goal is to help new customers see value in the first 60 days by guiding them through the right apps, improving their onboarding experience, and ensuring they adopt the product effectively. You will also run webinars, monthly meetups, and community sessions to support customers in their adoption journey. You will work closely with usage data, customer stories, and product teams to identify adoption gaps and deliver insights that help improve customer experience across the board.

Responsibilities

• Improve and manage the end-to-end onboarding journey for new Zoho One customers.
• Create segmented onboarding paths based on industry, customer size, and maturity.
• Increase adoption in the first 60 days with structured plans, touchpoints, and follow-ups.
• Conduct weekly webinars, monthly customer meetups, and education sessions.
• Use real customer stories and business impact, not just product demos, in all education.
• Analyse usage data to identify low-adoption customers and intervene early.
• Drive customers to take technical onboarding sessions when required.
• Work closely with the Product team to share customer insights, usage patterns, and improvement suggestions.
• Improve Zoho User Group sessions with better targeting, content, and delivery.
• Work with Sales, Onboarding, Support, and Product teams to solve customer challenges.
• Share clear insights on onboarding progress, adoption metrics, and retention risks.

Requirements

• 5+ years of experience in SaaS and Customer Success.
• Strong understanding of SaaS onboarding, adoption, and retention workflows.
• Good analytical skills with the ability to interpret product usage data.
• Confident speaker - able to run webinars, meetups, and present on stage.
• Strong problem-solving skills and a customer-first mindset.
• Ability to build structured, scalable onboarding and adoption processes.
• Experience working with cross-functional teams, especially Onboarding & Product teams.
• Passion for helping customers succeed and improving their experience.

Benefits

• 25 days excluding public holidays and statutory holidays.
• Supplementary Health Insurance.
• Pension Plan.
• Company lunch provided for when employee is in the office.
• MacBook, mobile, and paid SIM for business use.
• Company-paid travel insurance for business purposes.
• Opportunity to work with a global team and contribute to the growth of a leading technology company.

It is important for the applicant to hold a national or EU passport, have a valid work authorisation and be within commutable distance. The successful candidate will be subjected to background verification in compliance with the national legislation and market standards.

Join Zoho Corporation Europe today and be part of a company that is revolutionising the way businesses operate.

Together, let's shape the future of business software!