Customer Success Manager

EngineersOfAI; Greater London; On-site; GBP 60,000 - 80,000; Full time

Job summary

EngineersOfAI is seeking a Customer Success Manager to oversee the post-sales lifecycle for our enterprise customers in the UK. You will manage customer engagement, advocate for their needs, and deliver insights that drive business growth.

The ideal candidate has over four years of experience in client-facing roles and possesses strong problem-solving skills. A deep understanding of technical products and the ability to lead conversations with stakeholders is essential to support customer success. This position provides a unique opportunity to impact user experiences and business outcomes significantly.

Qualifications

• 4+ years of experience in a client-facing role ideally in enterprise relationship management.
• Strong understanding of user business strategies and drivers.
• History of leading technical conversations and persuading stakeholders.

Responsibilities

• Manage post-sale engagements to optimize retention and growth.
• Drive account health including performance and product adoption.
• Serve as a trusted advisor delivering payment performance insights.

Skills

Client-facing experience

Strong problem-solving skills

Technical product understanding

Business sense

Job description

About the team

Customer Success Managers (CSM) oversee the post-sales lifecycle for Stripe users, ensuring they realize the maximum value of their investment. This partnership drives user success, increases retention and expansion, and supports mutually beneficial renewal outcomes. Few roles provide such a direct impact on the growth of the company.

What you'll do

We're looking for a motivated and curious professional to manage a book of enterprise customers. The CSM delivers proactive workshops, business reviews, payments insights, and thought leadership to help users grow their business.

The ideal candidate is detail‑oriented and meticulous, and enjoys engaging customers to investigate issues and deliver insights. This role involves working closely with sales, technical account managers, and operations teams to engage customers in product, payment, and technical conversations.

Responsibilities

• Partner closely with account executives and technical account managers to support post‑sale engagements focused on the optimization, retention, and growth of enterprise customers
• Manage a book of customers to drive overall account health including performance, product adoption, usage velocity, account renewals and growth, referrals, and customer satisfaction
• Serve as a trusted payments and product advisor to managed customers by delivering payment performance and industry insights
• Perform business reviews to align on user priorities, review payments performance metrics, share the Stripe product roadmap, and provide guidance on how to optimize the value from Stripe
• Advocate for the customer to internal stakeholders. Share customer feedback and insights with Product Management, Engineering, Support, Marketing, and Sales on the innovation and improvement needed to optimize the Stripe user experience.
• In coordination with an account team, support book expansion—identifying and surfacing opportunities to ensure customers are successful.

Minimum requirements

• 4+ years of experience in a client‑facing role ideally in enterprise relationship management, partnering with large, global, and complex organizations, preferably working with a technical product
• Strong business sense and understanding of underlying drivers and strategy of our users' businesses
• Track record of leading technical conversations and persuading others to take action based on requirements and value provided by solutions
• Strong problem‑solving skills

Preferred qualifications

• Excellent operating rigor including organizational and time management skills
• Strong executive presence and presentation skills, particularly for in‑person meetings with multiple stakeholders
• History of success as a consultant, pre‑sales, technical account manager, or equivalent
• Proven track record of achieving targets and goals, preferably in a sales setting
• Track record of managing large, complex projects or programs