Customer Success Manager

PROS; Greater London; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading AI solutions firm in Greater London is seeking a skilled Customer Success Manager to manage key customer relationships throughout their lifecycle. The successful candidate will have proven experience in managing SaaS implementations with large clients and a Bachelor's degree in a related field. This role involves driving customer value, overseeing product adoption, and ensuring customer satisfaction. Strong communication skills and the ability to work independently are essential. This position may require up to 50% travel.

Qualifications

• Proven experience managing key account relationships at the Success Manager and C‑suite level.
• Strong expertise in managing full‑lifecycle SaaS implementation with large complex clients.
• Fluent in English; German or French fluency is a plus.

Responsibilities

• Manage a portfolio of enterprise accounts.
• Maintain overall responsibility for customer relationship.
• Conduct regular meetings with client stakeholders.

Skills

Managing key account relationships

SaaS implementation

Communication

Problem-solving

AI tools utilization

Project management

Education

Bachelor's degree in computer science, engineering, math or similar

Master's in business administration (preferred)

Job description

PROS Holdings, Inc. (NYSE: PRO) provides AI‑powered solutions that optimize selling in the digital economy. PROS solutions make it possible for companies to price, configure and sell their products and services in an omnichannel environment with speed, precision and consistency. Our customers, who are leaders in their markets, benefit from decades of data science expertise infused into our industry solutions.

A Day in the Life of the Customer Success Manager – About the role:

As a Customer Success Manager (CSM), you will work with the growing number of PROS customers to manage the customer relationship throughout the entire customer lifecycle. The CSM is introduced to the client during the Sales process and assumes full account ownership upon contract signing. The CSM will regularly provide best practice recommendations, partnering with the client to drive value and increase customer return on the investment through the effective use and adoption of the solution. The CSM serves as an internal advocate for the client, helping to drive change when necessary to help the client achieve their business objectives, and is also an external advocate for PROS to ensure PROS enjoys the expected benefits of the customer relationship.

• Manage a portfolio of enterprise accounts.
• Maintain overall responsibility for managing the customer relationship.
• Be responsible for product adoption, renewals, customer satisfaction, and references on those accounts.
• Develop success plans outlining critical success factors, metrics for success, potential issues, and recommendations.
• Conduct regular meetings, including Executive Business Reviews, with client stakeholders to ensure continued success with PROS Product Solutions.
• Leverage internal PROS processes and protocols to resolve critical customer escalation issues and serve as the chief advocate for the customer internally at PROS.
• Monitor and facilitate the customer’s adoption of PROS solution features and functionality while understanding their overall business needs.
• Proactively identify key opportunities to expand and deepen the footprint of the offerings at customer accounts (land and expand).
• Establish and deepen C‑Level and business process owner relationships across the client.
• Educate clients on self‑service tools, release processes, and other programs to ensure a successful partnership.
• Maintain working knowledge of each of the PROS product and service offerings.
• Manage the invoicing, accounts receivable, and other commercial aspects of the customer relationship.
• Identify and secure new sales opportunities of PROS products and services and ensure renewal of maintenance and subscription contracts.

Required Qualifications - About you

• Proven experience managing key account relationships at the Success Manager and C‑suite level and managing project implementations.
• Strong expertise in managing full‑lifecycle SaaS implementation with large complex clients.
• Bright: Bachelor’s degree in computer science, engineering, math, revenue management, or a similar field (master’s in business administration preferred).
• Street smart: Self‑starter and problem‑solver, resourceful and ruthlessly pragmatic.
• Open book: Communicate crisply and transparently in all actions and words.
• Manages down, around, and up with enthusiasm and without playing politics.
• Well organized; confident working independently while being a strong team player.
• Process oriented and willing to follow and take ownership of enhancing organizational processes designed to ensure efficient, consistent customer relations.
• Willing to travel up to 50% of the time (both domestic and international).

Language requirement – Fluent English (German or French fluency is an advantage).

We value candidates who:

• Use AI tools to enhance efficiency and creativity, applying them to automate tasks, generate insights, or improve day‑to‑day decision‑making.
• Stay curious and open to new technologies, regularly exploring AI‑driven solutions to elevate team performance and customer impact.
• Demonstrate a growth mindset, experimenting with AI capabilities—from content generation to predictive analytics—to fuel continuous innovation in their role.

AI Literacy:

Demonstrates a solid understanding of core AI concepts, terminology, and practical applications. Effectively leverages AI tools to enhance productivity, insights, and decision‑making, while adhering to ethical standards and best practices.

Prompt Engineering:

Skilled at crafting clear, structured, and effective prompts to optimize the quality, relevance, and utility of AI‑generated outputs.

Agentic AI:

Understands the role of autonomous agents in streamlining workflows and automating end‑to‑end tasks. Able to build, utilize, or manage agentic AI systems and integrate them into business processes.

Skills & Personal Characteristics:

• Ownership
• Care

Why PROS?

PROS culture and the truly extraordinary people who work here are at the very core of our success. We have a passion for what we do, and we won’t stop until we’ve delivered on our promises. We’re committed to the success of our customers. That’s why we think harder and dream bigger – so our customers can go even further than they ever imagined possible.

This is a unique opportunity to join a company that has 30+ years of proven success with a long runway of more success.

Our people make PROS stand out from the rest. If you want to be a part of something truly extraordinary, come help us shape the future of how companies compete and win in their markets.

Most work activities are performed in an office or home‑office environment and require little to moderate physical exertion. Work activities may require periods of extended hours, critical deadlines and stressful situations. To successfully complete the tasks of this position, individuals must be able to communicate clearly (in writing and orally), comprehend business terminology, interpret numerical data.

This job description is intended to convey information essential to understanding the scope of the job and the general nature and level of work performed by job holders within this job. This job description is not intended to be an exhaustive list of qualifications, skills, efforts, duties, responsibilities or working conditions associated with the position.