Customer Success Manager

Runtime Group Ltd; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

Runtime Group Ltd in London is seeking a Senior Customer Success Manager to own a portfolio of strategic accounts across Europe, focusing on retaining and growing value through a consultative, insight-led approach.

You will partner with senior stakeholders, lead business reviews, and collaborate with product and sales teams to deliver outstanding customer experiences across SaaS platforms.

Qualifications

• 5+ years in Customer Success or related role.
• Experience managing enterprise/strategic accounts.
• Proven retention and growth of customer relationships.
• Excellent communication and analytical skills.
• Fluency in English and one of German/Italian/Spanish is essential.

Responsibilities

• Own and develop relationships with enterprise customers.
• Partner with senior stakeholders to deliver strategic recommendations.
• Drive account growth through upsell and cross-sell opportunities.
• Lead regular business reviews with performance insights.
• Collaborate with internal teams to deliver outstanding customer experience.

Skills

Account management

Stakeholder management

SaaS experience

Analytical skills

English + other language

Job description

Senior Customer Success Manager - Focussing on Key/Strategic Accounts

London - Hybrid

Our client is a leading SaaS company shaping the way brands sell, grow, and scale globally. They partner with some of the most recognisable names in digital commerce, providing technology that helps businesses expand their reach and deliver exceptional customer experiences.

We're looking for a commercially minded Senior Customer Success Manager to manage a portfolio of strategic accounts across Europe. You'll act as a trusted advisor to senior stakeholders, driving customer retention, growth, and long-term value through a consultative, insight-led approach.

Key Responsibilities

• Own and develop relationships with a portfolio of enterprise customers.
• Partner with senior stakeholders to understand business objectives and deliver strategic recommendations.
• Drive account growth through upsell and cross-sell opportunities.
• Lead regular business reviews, providing performance insights and actionable recommendations.
• Identify opportunities, risks, and trends to support customer success.
• Collaborate with internal teams to deliver an outstanding customer experience.

What We're Looking For

• 5+ years' experience in Customer Success, Account Management, or a similar client-facing role.
• Experience managing enterprise or strategic accounts.
• Proven ability to retain and grow existing customer relationships.
• Strong commercial acumen and stakeholder management skills.
• Experience within SaaS, e-commerce, payments, logistics, retail technology, or a related sector.
• Excellent analytical and communication skills.
• Fluency in English AND either German, Italian, or Spanish is essential.