Customer Success Manager

Flowla; Greater London; Hybrid; GBP 60,000 - 85,000; Full time

Benefits offered by this job

Equity

Tooling budget

Job summary

Flowla is seeking a Senior Customer Success professional to own a portfolio of B2B SaaS customers, drive renewals and expansions, and collaborate with CRO/VPs to prove value. Youll work closely with a Solutions Engineer during onboarding, rollout, and ongoing account management, delivering measurable outcomes.

Youll join a tight team with equity, a tooling budget, and a clear path to influence product direction through customer feedback.

Qualifications

• 4–6 years in B2B SaaS customer success or account management.
• At least 2 years owning renewals.
• Experience managing a portfolio through a full annual renewal cycle.
• Comfortable presenting to CRO/VPs and proving value for renewals.
• Commercially sharp with ability to spot expansion opportunities.
• Organised with strong follow-through.

Responsibilities

• Own a customer portfolio: build relationships with users, champions and senior stakeholders; maintain success plans, monitor usage and lead regular reviews.
• Own team rollout: onboard every user, enable the revenue team to run deals, and track goals.
• Own renewals: maintain forecast, build the case for value, lead renewal conversations.
• Grow your book: close straightforward expansion and collaborate with sales on larger upsell.
• Own support for your accounts: handle questions, issues to resolution, and escalations with the Solutions Engineer.
• Feedback into Product: distill customer learnings into repeatable playbooks.

Skills

B2B SaaS

Renewals

Relationship management

Cross-functional collaboration

Education

Bachelor's degree in a relevant field

Tools

CRM (HubSpot/Salesforce)

Product analytics

Job description

Revenue software has spent twenty years telling teams what to do. Nobody built the thing that actually does it. That's Flowla. We're a revenue execution platform, and at its centre is REX: an AI agent that works as a player-coach for the sales and customer success teams.

• Seed-stage, London HQ, 13 people, VC funded with a clear runway. 3rd company for the founders, with past exits.
• Customers are B2B revenue teams in tech, finance and healthcare, from scale-ups to enterprise.
• 93% G2 rating. 25-35% faster sales cycles, 10+ hours a week back per rep.

About Flowla

Revenue software has spent twenty years telling teams what to do. Nobody built the thing that actually does it. That's Flowla. We're a revenue execution platform, and at its centre is REX: an AI agent that works as a player-coach for the sales and customer success teams.

• Seed-stage, London HQ, 13 people, VC funded with a clear runway. 3rd company for the founders, with past exits.
• Customers are B2B revenue teams in tech, finance and healthcare, from scale-ups to enterprise.
• 93% G2 rating. 25-35% faster sales cycles, 10+ hours a week back per rep.

The role

Every deal goes through a scoped proof of concept before the customer commits. You join during the POC to learn what they're trying to achieve, then own the account from go-live onward: rollout, adoption, renewal, growth. A Solutions Engineer owns implementation and stays the technical contact. You own the people.

What's in it for you

• Close to the founders: you'll shape how we do customer success, not inherit a process.
• Comp that rewards the outcome: competitive base, 70/30 base to variable, uncapped, plus equity. Variable is driven by retention and expansion.
• Customers you can actually see winning: your accounts are revenue teams, so your work shows up in their pipeline and their renewals.
• Tooling budget for courses, conferences or anything that levels up your craft.
• Visibility: your customer stories become our case studies, webinars and launches, with your name on them.

What you’ll do

• Own a customer portfolio: Build relationships with users, champions and senior stakeholders. Maintain success plans, monitor usage and lead regular reviews that show progress against each customer’s goals.
• Own team rollout: onboard every user, get the whole revenue team running deals in Flowla, and run regular reviews against the goals set in the POC.
• Own renewals: keep an accurate forecast, build the case for value, lead the conversation.
• Grow your book: close straightforward expansion yourself (seats, plan upgrades) and work with the sales team to hunt larger upsell, bringing them in when a new use case needs scoping or a fresh POC.
• Own support for your accounts: routine questions, issues through to resolution, technical escalations with the Solutions Engineer, and recovery plans when an account is at risk.
• Feed what customers tell you into Product, and turn what works into a repeatable playbook.

You're probably...

• 4-6 years in B2B SaaS customer success or account management, at least 2 of them owning renewals.
• Someone who has carried a portfolio through a full annual renewal cycle and kept it.
• Comfortable in the room with a CRO, VP Sales or VP Customer Success, and able to turn usage and outcomes into a renewal case they can't argue with.
• Commercially sharp: you spot expansion, qualify it and move it, without waiting to be asked.
• Organised and relentless on follow-through.

We care most about what you've done: accounts retained, risks turned around, adoption lifted, expansion created.

How success is measured

Retention and adoption across your book, and the expansion you create. 70/30 base to variable, uncapped, with variable driven mainly by retention and expansion.

• Location: Hybrid, 3 days in office in London.