CSM Manager

Attio Ltd; City Of London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading CRM company in London is seeking a Customer Success Leader to drive customer engagement and scale success. The role requires strong leadership, data orientation, and 4+ years in a customer-facing technical role. Join a dynamic team to enhance customer experiences and contribute strategically to our growing company. Attractive benefits include equity and comprehensive health coverage.

Benefits

Equity in early-stage tech company

25 days holiday plus public holidays

Private medical insurance

Pension contribution

Enhanced family leave

Team off-site in fun locations

Qualifications

• 3+ years building successful teams and coaching CSMs or Account Managers.
• 4+ years in a customer-facing role for a technical product.
• Strong data orientation and passion for using analysis.

Responsibilities

• Hire and coach a team of Customer Success Managers.
• Drive renewals and reduce churn.
• Establish playbooks and reporting to scale effectively.
• Collaborate closely with partners across Attio.
• Track and report on key metrics.

Skills

Team building and coaching

Customer success management

Data orientation

Cross-functional collaboration

Job description

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Attio is on a mission to redefine CRM for the AI era.

We're building the first AI-native CRM - designed for the most ambitious go-to-market teams. We recently announced our $52M Series B, led by GV (Google Ventures), with support from Redpoint, Balderton, Point Nine, and 01A. Our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.

About the role

Our CSM team is deeply solution-oriented. We put the customer first, move fast, and think strategically, delivering value throughout the entire customer journey. We're not just here to hit numbers. We're here to help our customers grow, and to shape the next generation of go-to-market.

We're looking for a customer success leader who's strategic, detail-oriented, and a proactive mentor. This is a senior leadership role reporting directly to the VP of Sales and Success, and responsible for driving significant portions of our GTM success.

What you'll do

• Hire and coach a team of Customer Success Managers to deliver exceptional customer experiences with a technical product in both 1:1 settings and through scaled programs
• Drive renewals, reduce churn, and identify opportunities for expansion in partnership with Sales and Product teams
• Establish playbooks, health scoring, and reporting to help the team scale effectively as the customer base grows
• Collaborate closely with partners across Attio in Marketing, Operations, Product and Engineering to solve for our customers' experience and inform Attio's product roadmap
• Track and report on key metrics like NRR, churn, onboarding success, and customer satisfaction

What you'll bring

• 3+ years building successful teams and coaching CSMs or Account Managers
• 4+ years in a customer-facing role for a technical product
• A deep empathy for customers paired with the ability to balance their needs with company goals
• Strong data orientation and passion for using analysis to guide strategy and measure impact
• Passion for the CRM space and improving how businesses go-to-market
• Clear experience working cross-functionally on strategic projects
• Ability to thrive in fast-moving, early stage environments

What we offer

• Equity in an early-stage tech company on an incredible trajectory
• 25 days holiday plus local public holidays
• Apple hardware
• Private medical insurance through AXA
• Pension contribution through Hargreaves Lansdown
• Enhanced family leave
• Team off-site in fun places! (We've been to Barcelona, Lisbon, Malta, and Split so far)

What does the hiring process look like?

1. 30-minute introductory phone call with a member of our Talent team
2. 30-minute interview with our VP of Sales and Success
3. 45-minute technical case interview
4. Three 30-minute interviews with relevant stakeholders
5. 30-minute closing conversation with our CEO
6. Offer stage