Customer Success Manager

Powtoon; Greater London; On-site; GBP 50,000 - 70,000; Full time

Job summary

A growing AI-powered video platform in Greater London seeks a commercially minded Customer Success Manager to drive revenue retention and growth. In this role, you will build strong relationships with enterprise clients, ensuring they achieve their business goals. You will require 3-6 years of experience in Customer Success or Account Management in a B2B SaaS environment, strong analytical skills, and the ability to manage senior stakeholders effectively. Join us to help organizations communicate better.

Benefits

Opportunity to grow in a profitable startup

Fun and creative flagship product

Volunteering programs

Fully stocked office

Weekly food allowance via Deliveroo

Cyclescheme

Qualifications

• 3-6+ years experience in Customer Success or Account Management.
• Proven experience owning Retention & Expansion targets.
• Strong numerical and analytical capability.

Responsibilities

• Build strong relationships with enterprise customers.
• Drive onboarding, adoption, and ongoing value realization.
• Lead structured business reviews focused on outcomes.

Skills

Customer Success

Account Management

Analytical skills

Presentation skills

Sales partnership

Tools

CRM 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

Requirements

• 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 products
• Familiarity with CRM tools (HubSpot, Salesforce)

Benefits

• 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