Customer Success Manager

Hook; Greater London; On-site; GBP 70,000 - 80,000; Full time

Benefits offered by this job

27 days holiday

Stock options

Private health insurance

Wellness allowance

Learning & development budget

Flexible working - 3 days in office at

Equipment provided

Job summary

Hook is seeking an experienced Customer Success Manager/Account Manager to partner with our growing customer base. You’ll own the customer lifecycle end-to-end, from initial strategy sessions to adoption, value realization and renewals, delivering measurable outcomes and strategic guidance.

You’ll combine commercial acumen with technical depth, helping customers realize ROI from Hook’s platform and shaping how we define customer success at scale.

Qualifications

• Experience in a SaaS Customer Success or Account Management role.
• Strong technical aptitude and ability to explain complex software.
• Proven track record of achieving renewals and expansions.
• Excellent communication to senior stakeholders.
• Experience building outcome-driven success plans and multi-workstream management.
• Organised and proactive in a fast-moving startup.

Responsibilities

• Own revenue across accounts and lead renewals and expansions.
• Identify expansion opportunities through strategic account planning.
• Act as product and technical expert to advise customers.
• Partner with CS leaders to drive value from Hook.
• Map and influence stakeholders across revenue, ops, product and data.
• Collaborate with Product, Engineering and Sales to meet deliverables.
• Contribute to future Customer Growth at Hook and iterate processes.

Skills

Customer Success

Account Management

SaaS

Technical aptitude

Communication skills

Renewals & expansion

Job description

About Hook

We’re building the future of customer growth. At Hook, we use AI and Machine Learning to help businesses predict revenue with accuracy, drive customer loyalty, and capture massive value from their existing customers.

We’re a Series A company who ranked 33 out of 100 on the Sifted fastest growing startups and we have raised $multi-million in funding from some of the top investors in Europe and the US (e.g. Balderton Capital and Lightspeed) and have an enviable list of customers that we’re working with including some of the fastest growing companies in the world. We’re looking for ambitious people that want to be part of our meaningful vision of changing how businesses engage with their customers, and of building one of the world’s leading workplaces for great people along the way.

The Role:

We are looking for an experienced Customer Success Manager/Account Manager to partner with our ever-growing customer base. What makes this role unique is that many of our customers are customer success professionals themselves, so you’ll be working with people who deeply understand the challenges and opportunities in CS. That means you’ll need to bring credibility, insight, and technical depth to every conversation.

In this role, you’ll own the customer lifecycle end-to-end: from initial strategy sessions to adoption, value realisation, and renewals. You’ll be responsible for ensuring our customers achieve measurable success with Hook, while also shaping how we define and deliver customer success as a discipline.

Hook’s Customer Growth function is not about reactive support, it’s about being a strategic, data-driven partner. We believe the future of Customer Growth lies in blending commercial ownership, technical expertise, and consultative problem solving. This is a chance to be part of that future and to help define how it looks.

If you love solving customer problems, excel at juggling multiple projects, and have a knack for turning complex data and product features into clear business outcomes, we’d love to speak to you.

What you’ll be doing

• Own revenue across your accounts: Drive measurable customer value tied to revenue retention and growth. Lead renewals, expansion opportunities, and commercial negotiations.

• Identify and close expansion opportunities through strategic account planning and stakeholder engagement, Project managing success plans & running strategic reviews

• Act as a product and technical expert : quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.

• Partner with customer success leaders (your peers!) : build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.

• Map and influence stakeholders : engage cross-functionally with customers across revenue, operations, product and data teams.

• Collaborate internally : work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.

• Contribute to the future of Customer Growth at Hook : continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.

Who are we looking for?

• Prior experience in a Customer Success or Account Management role, in a SaaS environment.

• Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.

• Proven track record achieving commercial targets, including renewals and expansion.

• Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.

• Experience building outcome-driven customer success plans and managing multiple workstreams simultaneously.

• Organised and proactive: able to prioritise accounts effectively while also thriving in a fast-moving environment with evolving playbooks.

Base salary - £70,000 - £80,000+ £30,000 OTE (depending on experience)

Benefits

• 27 days holiday (option to buy and sell holiday) + bank holidays
• Generous stock options
• Private health insurance so you can get the best care you need
• Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food
• Annual learning & development budget for every employee
• Flexible working - we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street
• The best equipment for everyone to work with

Our founder and team are incredibly passionate about creating a company culture that is diverse, inclusive, productive and enjoyable for all our colleagues. As part of a growing start-up team, we expect a lot from you and will work hard to make sure you have everything you need to be at your best.