Customer Success Manager

Xelix; London; Hybrid; GBP 40,000 - 50,000; Full time

Job summary

Xelix is seeking a Mid Level Customer Success Manager to enhance customer relationships and ensure success metrics are met. In this role, you'll engage with high-profile clients, proactively addressing concerns and driving growth through upselling. This position offers a competitive salary, hybrid working options, and a dynamic team environment.

Benefits

27 days of annual leave

Hybrid working

Private medical & dental cover

£500 annual learning & development budget

Team socials & activities

Annual team retreat

Qualifications

• At least 3 years of relevant experience in Customer Success, Sales, or Project Management.
• Experience with complex enterprise customers involving senior engagement.
• Proven track record of identifying and resolving customer issues.

Responsibilities

• Act as a consultant to high-tier customers, monitoring value realization.
• Develop understanding of customer priorities and proactively engage with stakeholders.
• Build relationships with executive sponsors to drive organizational change.

Skills

Time management

Analytical skills

Relationship building

Problem solving

Communication

Job description

About Us

We’re Xelix, an AI-powered Control Centre for Accounts Payable teams. We work with some of the largest global companies to automate and enhance their financial control processes. At the heart of our product, we leverage machine learning techniques developed by our AI Engineering team to provide a more sophisticated offering than existing solutions.

Things are going really well for us - we raised our Series A funding round from top investors, we’ve grown our team to almost 100, and we’ve won industry awards for our products.

About The Role

We are looking for an experienced and hands-on Mid Level Customer Success Manager to join our fast-growing scale-up.

What You'll Be Doing

1. Act as a consultant to some of our highest-tier customers; building CSPs, monitoring value realization and preparing & presenting success metrics to C-Suite.
2. Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.
3. Consistently monitor customer health & engagement. Proactively identify churn risk and engage internal stakeholders.
4. Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders to drive change across the organization.
5. Proactively triage technical and non-technical queries and identify solutions efficiently.
6. Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.
7. Act as the voice of the customer internally and work closely with the Product team to help prioritize the roadmap.
8. Communicate product deliverables and timelines to customers.
9. Collaborate with the commercial and technical teams to find the best product solutions.
10. Work with other CSMs, founders, and commercial teams on strategic topics e.g., market trends & competitor analysis.

What You’ll Bring

1. At least 3 years of relevant experience in Customer Success, Sales, or Project Management in a fast-paced tech company.
2. Experience managing complex enterprise customers, involving six-figure ACVs and senior engagement.
3. Proven track record of identifying at-risk customers and driving resolution plans.
4. Success in managing cross-sells, upsells, and renewals independently. (MEDDIC experience is a plus.)
5. Ability to quickly grasp new technologies, product features & processes and educate customers effectively.
6. Strong time management and prioritization skills.
7. Clear and accurate verbal and written communication skills.
8. Attention to detail with experience managing multiple complex work streams.
9. Confident, energetic, personable, and skilled at building relationships.
10. Robust analytical and problem-solving skills.
11. Passionate about delivering exceptional customer experiences and making a difference.

What We Offer In Return

• Competitive salary of £40,000 - £50,000 depending on experience + commission
• 27 days of annual leave (including 3 days Christmas closing), with rollover options
• Hybrid working: two days a week from our dog-friendly Hoxton office and on-site gym
• Private medical & dental cover with Vitality
• Enhanced parental leave pay
• £500 personal annual learning & development budget
• Commitment to sustainability: we’re carbon-neutral and working towards ambitious reduction goals
• Team socials & activities
• Annual team retreat

Want to learn more?

• About us
• Xelix blog
• Xelix news
• Xelix Glassdoor

We believe that diverse backgrounds and experiences make our company and product better. We welcome applicants from all backgrounds and are happy to accommodate disabilities during the interview process.

If you're a recruiting agency, please note we have an existing list of agencies we work with. We will not respond to cold outreach.

This is a full-time position, working hours from 9:00 AM to 6:00 PM, Monday through Friday.

Accounts Payable Control Centre

AI-powered software that enhances AP controls, automates tedious tasks, and delivers meaningful insights.