Customer Success Manager

Powtoon - A Visual Native company; Greater London; On-site; GBP 80,000 - 100,000; Full time

Job summary

A leading video platform provider in Greater London is seeking a Customer Success Manager to drive revenue retention and expansion for enterprise and mid-market accounts. The role involves building strategic relationships, understanding customer goals, and collaborating with sales to uncover growth opportunities. Candidates should have a track record in customer success or account management, strong analytical and presentation skills, and native-level English proficiency. A fantastic opportunity to grow in a stable environment is offered.

Benefits

Volunteering programs

Fully stocked office

Weekly food allowance via Deliveroo

Cyclescheme

Qualifications

• 3–6+ years experience in Customer Success or Account Management in B2B SaaS.
• Proven record of achieving retention and expansion targets.
• Native-level English proficiency, both written and spoken.

Responsibilities

• Own a portfolio of enterprise and mid-market accounts.
• Build strong relationships with enterprise customers.
• Drive onboarding and ongoing value realization.

Skills

Customer success management

Account management

Analytical skills

Sales partnership

Presentation skills

Communication skills

Tools

HubSpot

Salesforce

Job description

About Powtoon

Powtoon is a leading AI-powered video platform used by 95% of the Fortune 500 to transform how organisations communicate, train, and scale knowledge.

As our Enterprise business continues to grow, we are looking for a commercially minded Customer Success Manager who can own revenue retention, drive expansion and act as a strategic partner to our customers.

This is not a support role - This is a revenue-owning, value-led, growth-oriented CSM role.

As a Customer Success Manager, you will own a portfolio of enterprise and mid-market accounts and be accountable for:

• Customer outcomes
• Revenue retention
• Expansion growth

Key Responsibilities

• Build strong, senior relationships with enterprise customers and become a trusted advisor to key stakeholders
• Deeply understand each customer’s business goals, use cases, and success criteria
• Drive onboarding, adoption, and ongoing value realisation across accounts
• Lead structured business reviews focused on outcomes & ROI
• Partner with Account Executives to progress expansion opportunities from discovery to close

• 3–6+ years experience in Customer Success, Account Management, or a commercial post-sales role in B2B SaaS
• Proven experience owning Retention & Expansion targets
• Comfortable managing senior enterprise stakeholders
• Strong numerical and analytical capability:
  • Able to analyse usage data and translate it into commercial action
  • Excellent discovery skills - able to uncover growth opportunities
• Comfortable working in close partnership with Sales on expansion deals
• Native-level written and spoken English
• Strong presentation and storytelling skills

Preferable to have:

• Experience selling or expanding into Enterprise L&D, IT, HR & Internal Communications
• Experience in AI-enabled or transformation-focused productsFamiliarity with CRM tools (HubSpot, Salesforce)

• Grab a fantastic opportunity to grow in a stable, bootstrapped, and profitable startup.
• Our flagship product is fun and creative, genuinely well-loved, and used by millions
• Volunteering programs
• Fully stocked office
• Weekly food allowance via Deliveroo
• Cyclescheme