Customer Success Manager

attio; Greater London; On-site; GBP 65,000 - 90,000; Full time

Job summary

Attio is seeking a Customer Success Manager to lead high-touch success plans for top accounts, acting as a trusted product expert and relationship owner. You will design health monitoring and drive adoption, retention, and upsell activities across a mix of one-to-one and one-to-many programs.

You will collaborate with CS, Sales, Support and Marketing to deliver scalable, data-driven customer journeys for a fast-growing AI-era CRM platform.

Qualifications

• 5+ years of relevant professional experience, of which 3+ were in a CS or Account Management role.
• A passion for technology and experience coaching customers on how to get the most out of a complex software product.
• Experience building programs in addition to having strong customer relationship skills.
• Experience at early or growth-stage startups.

Responsibilities

• Lead high-touch success plans for top accounts, serving as both business relationship owner and a consultative product expert.
• Design and execute strategies to monitor health, and drive adoption, retention, and upsells.
• Partner with fellow CSMs to build reusable program templates for scale and consistency as we grow upmarket.
• Contribute to one-to-many programs using email, workshops, office hours, and community programs.
• Use data to segment customers and provide tailored resources.

Skills

Customer Success

Account Management

CRM tools

Data analysis

Communication

Education

Bachelor's degree or equivalent

Job description

Attio is the CRM built for the AI era. Designed for the most ambitious go-to-market teams, it gives companies the power to understand every customer, automate at scale, and build their go-to-market motion exactly as they need. We've raised $116M from some of the world's best investors: GV (Google Ventures), Redpoint, Balderton, Point Nine, and 01A.

We hire builders who thrive on complex technical challenges, hold themselves to a high bar, and genuinely care about delighting the people who use what they build. The team here brings sharp judgement, real craft, and the drive to do exceptional work. We're obsessed about the details and energized by the frontier.

If you want to do the best work of your career, this is the right place.

About the role

Our Customer Success team is integral to how we build, grow, and deliver value. We help customers adopt Attio quickly, integrate it smoothly, and unlock lasting impact. With technical fluency and deep empathy, we guide teams through complex use cases, share insights that shape the product, and turn great onboarding into long-term success.

As an Attio Customer Success Manager, you will be responsible for designing and managing Attio’s retention, customer health, renewal, and upsell programs.

What you'll do

• Lead high-touch success plans for top accounts, serving as both business relationship owner and a consultative product expert

• Design and execute strategies to monitor health, and drive adoption, retention, and up-sells on a one-to-one and one-to-many basis

• Partner with fellow CSMs to bring new ideas, codify best practices, and build reusable program templates to drive scale and consistency as we grow and expand upmarket

• Contribute to one-to-many scaled programs for second-tier accounts using channels like email, workshops/webinars, office hours, and community programs

• Use data to segment customers based on their product usage and firmographic data, and provide appropriately tailored resources to each group

• Collaborate with SE, post-sale, and Support teams to create content for scaled programs

• Collaborate with marketing and product on brand and activation content

What you'll bring

• 5+ of relevant professional experience, of which 3+ were in a CS or Account Management role

• A passion for technology and experience coaching customers on how to get the most out of a complex software product

• Experience building programs in addition to having strong customer relationship skills

• Experience at early or growth-stage startups

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 hiring manager

3. Case study interview

4. Panel interviews with relevant stakeholders

5. 30-minute closing conversation with our CEO

6. Offer stage