Customer Experience Manager

Track24; City Of London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading technology firm in London is seeking a Customer Experience Manager to transform customer success strategies. You will build and mentor a high-performing team while managing key accounts and ensuring customer satisfaction. The ideal candidate has experience in B2B SaaS environments, strong leadership skills, and a track record of achieving high renewal rates. This is a unique opportunity to impact the customer journey significantly and be part of an AI transformation journey.

Benefits

Competitive base salary + commission

Comprehensive travel expenses

Autonomy in role

Opportunity for growth in AI transformation

Qualifications

• Experience in customer success or account management within B2B SaaS/technology.
• Track record managing portfolios worth £500K+ ARR.
• Experience in early-stage Customer Success functions.

Responsibilities

• Build and mentor a high-performing customer success team.
• Personally manage strategic customer relationships.
• Own the complete renewal cycle targeting 95%+ renewal rates.
• Develop relationships with key technology and channel partners.
• Champion AI transformation initiatives.

Skills

Customer relationship management

Data analysis

Team leadership

Strategic planning

Education

Bachelor's degree in Business, Marketing or related field

Job description

Build Something Extraordinary

Are you ready to lead customer success at one of the most exciting moments in a company's growth? At Track24 and through AtasNXT, we're transforming how organisations fulfil their duty of care. As our Customer Experience Manager, you'll own the complete customer journey during a pivotal scaling phase, combining strategic vision with hands‑on impact.

Why This Role is Different

Build, Don't Just Manage: Shape our customer success function from its foundations – designing scalable processes, driving team culture, and creating frameworks for rapid expansion. You'll architect the future, not maintain the status quo.

Strategic + Hands‑On: Lead a growing team (currently 2 reports) while personally stewarding our most strategic accounts. Present to C‑suite clients one day, solve complex challenges the next. You'll have real variety and genuine impact.

Voice at the Table: Your insights will directly influence product development and business strategy. Join us at the sweet spot – established enough to have momentum, early enough for you to make your mark.

Requirements

What You Bring

Experience

• Experience in customer success or account management within B2B SaaS/technology, with experience leading teams.
• Track record managing portfolios worth £500K+ ARR in scaling environments.
• Experience working within early‑stage Customer Success functions.
• Experience managing key accounts and channel partners.

Skills

You’re equally comfortable presenting to executives and mentoring team members. You see patterns in data, build genuine customer relationships, and thrive in the controlled chaos of growth. You’re resilient, strategic, and energised by solving complex problems.

What You’ll Do

• Build and mentor a high‑performing team, establishing the processes and culture that will define our customer success function.
• Personally manage strategic customer relationships, conducting business reviews and identifying expansion opportunities.
• Own the complete renewal cycle – from planning through negotiation to completion – targeting 95%+ renewal rates.
• Develop relationships with key technology and channel partners, creating joint initiatives that amplify customer success.
• Champion AI transformation initiatives, implementing health‑scoring systems and digitising onboarding processes.
• Translate customer insights into actionable strategies that shape our product roadmap.

Education: Bachelor's degree in Business, Marketing or related field required.

Benefits

What's In It For You

• Financial: Competitive base salary + commission + comprehensive travel expenses.
• Impact: Your fingerprints on everything we build.
• Variety: Travel to customer and partner sites (up to 25%) – including international destinations.
• Autonomy: Own your domain with the resources and trust to execute your vision.
• Growth: Be part of an AI transformation journey.

Ready to Make Your Mark?

If you’re excited by building something meaningful and creating customer experiences that set the standard, we want to hear from you. This isn’t just another customer success role – it’s an opportunity to define what exceptional looks like.

Track24/AtlasNXT is committed to building diverse teams and creating an inclusive workplace.

Please note: We are not accepting applications via recruitment agencies for this role.