Customer Success Manager

Gattaca; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Job summary

Gattaca in London is hiring a Customer Success Manager (lead-level remit) to own senior client relationships, adoption, and problem solving in a scaling SaaS environment.

You’ll drive onboarding, retention, and expansion while acting as the voice of the customer with Product and Engineering. This role blends hands-on delivery with strategic stakeholder engagement in a hybrid, on-site setting.

Qualifications

• 3+ years in a client-facing B2B SaaS role (Customer Success, TAM, or similar).
• Experience building automations/workflows; AI tooling exposure preferred.
• Strong stakeholder management with enterprise customers and adoption/retention focus.
• Comfort with APIs, integrations, data imports/exports, and webhooks.
• Experience in fast-moving startup/scale-up environments.
• Nice to have: Twilio, WhatsApp Business API, email infra; basic SQL.

Responsibilities

• Own end-to-end onboarding from handover to go-live with timelines, training, and success criteria.
• Coordinate data imports, channel provisioning (email/SMS/WhatsApp), and user access.
• Validate data quality and configuration pre go-live.
• Build and improve scalable CS processes and automation (health monitoring, escalation triage, reporting, onboarding trackers).
• Run regular client check-ins and performance reviews; monitor health metrics and weekly reporting.
• Convert pilot customers into paying accounts and support expansion opportunities.
• Translate customer feedback into product tickets and support rollout of new modules/features.
• Diagnose issues (configuration, data quality, user error, product bugs) and escalate with context when needed.

Skills

Client-facing

B2B SaaS

Automation workflows

Stakeholder management

APIs/webhooks

Startup/scale-up

Tech literacy

Tools

AI tooling

Job description

A leading technology business is hiring a Customer Success Manager to join their London team. This is a brilliant opportunity for someone who enjoys owning senior client relationships, improving adoption, and solving problems at pace in a scaling environment.

You’ll play a key part in onboarding new customers, driving retention and expansion, and acting as the voice of the customer internally, working closely with Product and Engineering.

Role: Customer Success Manager (Lead-level remit)

Location: Central London

Type: Permanent, full-time (on-site/ hyrbid)

Key responsibilities will include:

• Owning end-to-end onboarding from handover to go-live, including timelines, training, and success criteria
• Coordinating technical setup activities such as data imports, comms channel provisioning (email/SMS/WhatsApp), and user access
• Validating data quality and configuration pre go-live
• Building and improving scalable CS processes and automation (health monitoring, escalation triage, reporting, onboarding trackers)
• Running regular client check-ins and performance reviews
• Monitoring customer health metrics and producing weekly reporting
• Converting pilot customers into paying accounts and supporting expansion opportunities
• Translating customer feedback into clear product tickets and supporting rollout of new modules/features
• Diagnosing issues (configuration, data quality, user error, product bugs) and escalating with clear context when needed

Key skills and experience needed:

• 3+ years in a client-facing B2B SaaS role (Customer Success, Technical Account Management, Solutions Engineering, or similar)
• Evidence of building and deploying automation/workflows (AI tooling exposure strongly preferred)
• Strong stakeholder management with high-value/enterprise customers and a track record improving adoption/retention
• Comfort with technical concepts such as APIs, integrations, data imports/exports, and webhooks
• Strong diagnostic mindset and ability to communicate technical topics clearly to non-technical users
• Experience working in a fast-moving startup/scale-up environment
• Nice to have: Twilio, WhatsApp Business API, email infrastructure; basic SQL/data querying; PropTech/property domain exposure