Customer Success Manager

Kernel; City Of London; On-site; GBP 50,000 - 85,000; Full time

Job summary

A cutting-edge technology firm in London is seeking a Customer Success Manager to enhance customer partnerships and ensure success for enterprise clients. This role involves managing a portfolio worth approximately $2M ARR, identifying opportunities for growth, and driving adoption of the platform. Ideal candidates will have 2-4 years of B2B SaaS experience and excel in data-driven conversations. The position offers a competitive salary and various benefits including equity and flexible working arrangements.

Benefits

£50,000 - £85,000 salary

Equity

24 days holiday per year+ bank holidays

2 weeks work-from-anywhere

Pension plan

Dinner provided for late work

Team events for meeting targets

Qualifications

• 2-4 years of experience managing a book of business in B2B Enterprise SaaS.
• Ability to identify pain points that lead to revenue expansion.
• Comfortable working with data, summarizing insights visually.

Responsibilities

• Manage a portfolio of enterprise accounts worth ~$2M ARR.
• Identify churn risks and upsell opportunities proactively.
• Run data-driven QBRs and success plans demonstrating ROI.
• Drive incremental adoption across customer accounts.
• Aggregate product feedback to inform Product and Engineering.

Skills

B2B SaaS Experience

Commercial Fluency

Data & Tech Savviness

High EQ & Resilience

Job description

About Kernel

Kernel gives enterprise RevOps teams confidence in their CRM data.

We’ve raised a £14M Series A from top VCs and operators at Plaid, OpenAI, Slack and others to build the AI-native alternative to Dun & Bradstreet’s entity and hierarchy data.

RevOps teams at Gong, Navan, Zip, Remote and GoCardless use Kernel to clean, enrich and complete their CRM data at enterprise scale, eliminating duplicates, fixing hierarchies and restoring trust in the foundation that powers forecasting, territory planning and AI initiatives.

Our platform combines entity-level intelligence with mass-action tooling to give RevOps teams the data quality and control needed to plan confidently and deploy AI successfully.

The Role

We are looking for a high-slope Customer Success Manager to own the post-sales journey for our growing enterprise customer base. You will move our CS motion from reactive support to proactive partnership, managing a book of business worth ~$2M ARR across multiple high-value clients. This is a foundational hire – you will be the second member of our CS team and will play a key role in building out the playbook from the ground up. We are looking for someone with an entrepreneurial mindset who thrives in ambiguity and can define processes, not just follow them.

This is a commercial and technical role. You won’t just be “checking in” – you will be speaking the language of RevOps, using data to prove value, and identifying early opportunities for expansion. You will work directly with the Customer Success team, commercial leadership, and product teams to ensure our customers don’t just use Kernel, but rely on it as mission‑critical infrastructure.

What You’ll Be Doing

• Own the Customer Relationship: Manage a portfolio of enterprise accounts (approx. $2M ARR), acting as the primary strategic partner from onboarding through to perpetual renewal.
• Drive Retention & Expansion: Own the commercial outcomes. You will proactively identify churn risks, spot expansion opportunities (upsell/cross-sell), and navigate renewal negotiations to ensure it is easy for the client to say "Yes."
• Deliver Measurable Value: Move beyond "feeling good" to "proving value." You will run data-driven QBRs and success plans that demonstrate ROI to customer stakeholders.
• Enablement & Adoption: Drive incremental adoption across your accounts. You will work with customers to expand usage step-by-step, starting with core workflows and progressively unlocking advanced features as they mature.
• Voice of the Customer: You are the ear to the ground. You will aggregate product feedback and friction points, channeling them directly to Product and Engineering to shape our roadmap.

What You Bring

• B2B SaaS Experience: 2-4 years of experience managing a book of business in B2B Enterprise SaaS. You know the mechanics of QBRs, success plans, and renewal cycles cold.
• Commercial Fluency: You have a "customer shareholder" mentality. You understand how to identify pain points that lead to revenue expansion and aren’t afraid of commercial conversations.
• Data & Tech Savviness: You are comfortable working with data. You can tell a story using charts and usage metrics, and you can hold your own in conversations with RevOps and technical teams.
• High EQ & Resilience: You can read a room (or a Zoom call). You know when to push, when to listen, and how to navigate uncomfortable situations without shying away from hard questions.

It is a Plus if you also have

• Experience in data-heavy product environment.
• Previous experience at a high-growth, Tier 1 startup where you learned "what good looks like" at speed.

This Role May Not Be for You If You

• Prefer a "Support Ticket" approach: If you wait for the customer to email you with a problem rather than proactively analyzing their usage, you will struggle here.
• Are intimidated by technical stakeholders: Our customers are RevOps pros. You need to be willing to learn the intricacies of CRM data and hierarchies.

This Role Is Definitely Not for You If You

• Let bad news travel slow: We don’t hide risks or try to solve them in silence. You’ll own it, but it’s also your responsibility to be transparent about flagging risks fast.
• Suffer from decision fatigue: We move fast. You need to be able to make a call, own it, and course‑correct if needed, rather than waiting for permission.

What We Offer

We will do our best to offer you a ride of a lifetime. It will not be easy, but it will be thrilling.

Salary: £50,000 - £85,000 + equity

24 days holiday per year + bank holidays + 2 weeks work‑from‑anywhere

Pension plan

Top‑spec equipment and central London office

Dinner provided when working past 6 pm

Team events and dinners when we hit weekly targets

A fast‑paced ride in the early innings of a new technology wave

Team

You will report to Anders Krohn (founder and CEO) and work closely with the customer success, commercial and product team to define and execute the CS playbook.

Visas & Relocation

We are unable to sponsor visas or offer relocation for this position. Candidates must have the right to work in the UK.

Interview Process

• Stage 1 - First interview (30 min): You will get an overview of Kernel and discuss your motivations and strengths.
• Stage 2 - Case interview (60 min): Present a take‑home customer scenario shared in advance.
• Stage 3 - Values interview with Founders (45 min): Meeting with Founders to assess cultural fit.

If there is mutual fit, we move to references and offer.