Customer Success Manager

Exostar; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

Exostar is seeking an experienced Customer Success professional in the United Kingdom to lead renewal and expansion efforts for assigned accounts. You will guide customer usage of Exostar products and coordinate with cross-functional teams to resolve issues and drive value.

The role requires 5+ years in customer-facing roles, a strong track record with multi-million renewal portfolios, and a demonstrated ability to close six-figure expansion opportunities.

Qualifications

• 5+ years of experience in Customer Success or similar customer-facing role.
• Proven experience managing and closing renewal portfolios of £2.0M+ annually.
• Demonstrated experience generating and closing £200K+ expansion opportunities.
• Strong problem-solving mindset with a commitment to resolution.
• Ability to influence through persuasion, negotiation, and consensus building.

Responsibilities

• Partner with assigned customer accounts to ensure they achieve value from Exostar solutions and support renewal and expansion.
• Develop and maintain a deep understanding of customers' processes to guide usage of Exostar products and identify expansion opportunities.
• Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders.
• Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
• Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts.
• Mentor and train junior Customer Success team members as needed.
• Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.

Skills

Customer Success

Renewals management

Expansion opportunities

Executive presence

Negotiation

Attention to detail

Education

Bachelor's degree

Job description

Responsibilities

• Partner with assigned customer accounts to ensure they achieve value from Exostar solutions-supporting renewal and expansion opportunities.
• Develop and maintain a deep understanding of customers' operational processes to guide usage of Exostar products and identify expansion opportunities.
• Manage, prioritize, and drive resolution of open customer items by coordinating with internal Exostar stakeholders, providing proactive updates throughout.
• Lead regular operational reviews with customers, discussing support tickets, case metrics, and ongoing performance.
• Collaborate with services delivery teams to ensure successful execution of service engagements and extended support contracts for assigned accounts.
• Mentor and train junior Customer Success team members as needed.
• Support the development and implementation of systems and tools that provide performance metrics and insights into Customer Success effectiveness.

Basic Qualifications

• You are a great fit for this role if you: 5+ years of experience in Customer Success or similar customer-facing role
• Proven experience managing and closing renewal portfolios of £ 2.00M+ annually
• Demonstrated experience generating and closing £ 200K+ expansion opportunities
• Strong problem-solving mindset with a commitment to seeing issues through to resolution
• Passion for helping customers achieve success
• Strong executive presence and ability to engage customers at all levels
• Ability to influence through persuasion, negotiation, and consensus building
• Exceptional attention to detail
• Bachelor's degree in Business Administration, Information Technology, or a related field.

About Exostar

Exostar 's cloud-based platforms serve the Aerospace & Defense, Life Sciences, Healthcare, and other highly regulated industries by enabling secure collaboration, information sharing, and compliance.

We build trusted communities and deliver insights that help organizations mitigate risk and operate more efficiently.

We believe in employee development: we promote internally and provide training and educational assistance.

We provide a fun, engaged workplace, with social and community-building events.

Exostar is an Equal Employment Employer.

The company provides equal employment opportunities to all applicants without regard to race, color, religion, sex, national origin, age, marital status, disability status or genetic information.

Exostar is committed to providing equal employment opportunities for all persons in all facets of employment including recruiting, hiring, compensation, promotion, training, benefits, transfers and working conditions.