Customer Success Manager

Gattaca; Greater London; Hybrid; GBP 60,000 - 90,000; Full time

Job summary

Gattaca in London is seeking a Customer Success Manager to own senior client relationships and drive adoption in a fast-scaling SaaS environment. This lead-level role focuses on onboarding, retention, and expansion across enterprise clients.

You will collaborate with Product and Engineering, translate customer feedback into actionable tickets, and help rollout new modules while maintaining a sharp view of health metrics and SLAs.

Qualifications

• 3+ years in a client-facing B2B SaaS role.
• Experience building automation/workflows.
• Strong stakeholder management with enterprise customers.
• Comfort with APIs, integrations, data imports/exports, and webhooks.
• Startup/scale-up experience.
• Nice to have: PropTech or property domain exposure.

Responsibilities

• Own end-to-end onboarding from handover to go-live, including timelines, training, and success criteria.
• Coordinate data imports, comms 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 customer health metrics and produce 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

SaaS

Stakeholder management

Automation/workflows

APIs/integrations

Data quality

Diagnostics mindset

Startup/scale-up experience

Tools

Twilio

WhatsApp Business API

SQL

Email infrastructure

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