Customer Success Manager

GEP; Greater London; Hybrid; GBP 90,000 - 120,000; Full time

Job summary

GEP is seeking a Senior Customer Success Manager in the United Kingdom (London area) to own strategic relationships with large enterprise accounts. You will partner with Sales, Product, and Engineering to ensure value delivery and renewals while driving cross-sell opportunities.

The role requires 5–9 years in customer success or account management within technology firms, a strong SaaS mindset, excellent communication, and willingness to travel to client sites as needed.

Qualifications

• 5-9 years of experience in Customer Success, Account Management, or a related field.
• Proven track record managing large customer accounts in a technology firm.
• Ability to understand key business priorities and drive customer outcomes.
• Familiar with SAAS business models, renewals, cross-sell and upsell.
• Excellent communication, negotiation, and relationship-building skills.
• Analytical mindset with ability to translate data into insights.
• Willingness to travel to meet customers and internal teams.
• Bachelor’s Degree required; Master’s preferred.

Responsibilities

• Manage and maintain strong relationships with key customers, ensuring satisfaction and retention
• Drive cross-sell and upsell initiatives within existing accounts
• Lead quarterly business reviews with customers, presenting metrics and future roadmaps
• Collaborate with Sales and Marketing to identify cross-sell opportunities
• Translate client requirements for internal teams and ensure delivery per timeline
• Provide product feedback to influence future developments

Skills

Customer Success

Account Management

SAAS

Cross-functional collaboration

Travel flexibility

Negotiation

Data analysis

Relationship-building

Education

Bachelor’s Degree

Master’s in Business/Operations

Tools

MS Excel

MS Word

PowerPoint

Job description

5 - 9 Years

Full Time

Job Description

Welcometo GEP

WhoWe Are

GEP,with over 30 offices internationally, is the fastest growing procurement andsupply chain solutions firm – consulting, software and managed services. GEPhas succeeded by being smart and creative; solving complex problems and findingopportunities for the world’s largest organizations.

HowYou Grow at GEP

Werecognize people who make a genuine difference, work hard and driveachievements. Results are noticed and rewarded. It’s how you will grow a careerat GEP, and in a much shorter time frame than at other firms.

CelebratingEveryone

GEPsucceeds through the ideas and creativity of our team members so we embracepeople of all experiences, nationalities, abilities, cultures, races, genderidentities, sexual orientations and ages. What makes you unique and differentis celebrated and will help GEP stand out even more. And we are a women-foundedand -owned company so our foundation is making GEP a great place to work forwomen, a place where women can learn, advance and give back.

AreYou One of Us?

Responsibilities:

• Manage and maintain strong relationships with keycustomers, ensuring a high level of customer satisfaction andretention


• Drive cross-sell and upsell initiatives to expandthe use of our products within existing customer accounts


• Proactively assess customer health, driveadoption and mitigate retention risks ensuring cross-functional alignmenton customer outcomes and long-term success.


• Collaborate with Sales and Marketing teams todevelop strategies for identifying and capitalizing on cross-sellopportunities


• Act as a trusted advisor to customers, providinginsights and recommendations to help them maximize the value of ourproducts


• Partner with the Product and Engineering teams tocommunicate customer feedback and influence future productdevelopments


• Lead value-based quarterly business reviews(QBRs) with key customers, presenting metrics, insights and futureroadmaps to drive continued success


• Proactively manage customers’ satisfaction andservice delivery by anticipating potential service problems and monitoringsatisfaction


• Understand client business requirements, proposeand negotiate a technical solution and deliver solutions


• Translate client business requirements forinternal technical team and ensure that the product/service is deliveredto client per the requirements and timeline


• Display deep knowledge of GEP products andmarkets and is capable to deliver demos when needed


• Create Customer Success Plans, aligned tobusiness objectives with key milestones and metrics.


• Key Metrics: CSAT, Retention, Revenue Growth,Advocacy and others


• Reports into Senior Director Customer Success -EMEA

Primary Skills (Must):

• 5-9 years of experience in Customer Success,Account Management, or a related field, with a proven track record ofmanaging large customer accounts.


• Previous experience in customer success oraccount management role for a technology firm is strongly preferred


• Ability to leverage industry experience andcustomer insight to understand key business priorities and objectives thatshape customer decision- making


• Familiar with online procurement/sourcing toolsincluding RFP, Auction, Contract Management, Spend Analysis and P2P


• Strong experience with SAAS business models,including renewals, cross-sell and upsell strategies


• Excellent communication, negotiation, andrelationship-building skills, with a customer-centric approach


• Analytical mindset with the ability to assesscustomer data and translate it into actionable insights


• Experience working cross-functionally with Sales,Product and Marketing teams


• Efficient in MS Excel, Word &PowerPoint


• Ability to travel as needed to meet customers andinternal teams


• Bachelor’s Degree required, Master’s in businessor operations preferred

Salary Range

GBP 90,000 - 120,000 (Annual)

GEP’s strength is its people. As a leader in procurement and supply chain solutions, we are committed to providing innovative solutions that create a competitive advantage for enterprises worldwide. Our leadership helps us maintain this focus and drives our commitment to deliver the highest value to our clients.
GEP’s leadership is a collective of some of the most experienced and accomplished professionals in the industry. Blending together strong business acumen with rich technical expertise, they are leading GEP’s global workforce into the future

#WeAreGEP

What makes us really stand out from the crowd?

We value and invest in talent. We respect honesty and individuality. We put our clients and our people first. This is what makes us special, and why GEP is an exceptional place to work.