Customer Success Manager - Mid Market

Searchable; Greater London; On-site; GBP 60,000 - 90,000; Full time

Benefits offered by this job

Equity (pre-Series A)

25 days holiday

Pension

Nursery scheme

Wellbeing reimbursement

Flexible hours

Job summary

Searchable is hiring a Customer Success professional to own a mid-market book from onboarding through renewal and expansion. You will help customers derive fast value, setup baseline metrics, and run scalable reviews linking AI Search outcomes to business goals.

You’ll craft playbooks, templates, and automated touchpoints while building relationships across marketing leadership in lean teams. Strong product knowledge and ownership are required.

Qualifications

• 3–4 years in Customer Success, account management or client services in B2B SaaS or agencies.
• Experience managing a large book of SMB or mid-market accounts with renewals and expansion track record.
• Clear, concise writing from recap to scalable emails or account plans.
• Comfort with data: pull insights from dashboards and translate into actions.

Responsibilities

• Own a book of mid-market brands and agencies end to end: onboarding, adoption, renewal and expansion.
• Get new customers to a first meaningful result quickly with presets, tracking and baselines.
• Run focused business reviews linking AI Search visibility to customer goals at scale.
• Prioritise by usage and health data; spot risk early and act before renewal.
• Drive high-volume renewals and expansion across brands, markets and agencies.
• Build relationships beyond a single champion up to Director/Head of Marketing.
• Design one-to-many motions: onboarding webinars, templated reviews, automated check-ins.
• Turn fixes into playbooks, templates and reporting used by the team.
• Advocate for customer voice to Product, Engineering and Marketing with evidence.
• Keep account records current so another CSM can step in seamlessly.

Skills

Owner mindset

Prioritisation

Self-directed

Commercial focus

Written communication

Data-driven

Tools

Google Analytics

Google Search Console

Job description

About Searchable

Searchable is an agentic marketing platform built for the age of AI search. ChatGPT, Claude, Perplexity and Google AI Overviews have transformed how people discover information. Brands now need to measure and optimise their visibility across all of the major AI search engines.

We help companies grow their organic presence across SEO, AEO, and GEO through a fully agentic platform that identifies opportunities, recommends actions, and automates improvements with Searchable’s AI agent. We’re at $5M ARR in just 10 months, backed by top angels and VCs, and building the team that will define the category.

We’re office-based five days a week near London Bridge. If you thrive in a startup culture where people put in hours because they love solving hard problems and taking radical ownership, you'll fit right in.

The Role

You’ll own a book of mid-market brands and agencies from onboarding through renewal and expansion.

This isn’t a support seat or a relationship-only role. You’ll manage a larger book with faster cycles, so you’ll need to know where to spend your time, help customers turn AI Search data into decisions quickly, and build the scalable playbooks, reporting and programs that let the team grow without adding headcount at the same rate.

You don’t need to know our platform on day one. We’ll teach the product. We’re hiring for ownership, judgment and the ability to build.

What you’ll do

• Own a book of mid-market brands and agencies end to end: onboarding, adoption, renewal and expansion.

• Get new customers to a first meaningful result fast, with prompt sets, competitor tracking and a clear visibility baseline in place within their first weeks.

• Run focused, efficient business reviews that connect AI Search visibility, sentiment and AI referral traffic to the customer’s goals, scaled to the size and potential of each account.

• Prioritise your book using usage and health data, spot risk early and act on it before it shows up at renewal.

• Own a high volume of renewals and drive expansion: more prompt volume and capacity, brands, markets and agency clients.

• Build relationships beyond a single champion, up to Director and Head of Marketing level, often in lean teams where one person wears many hats.

• Design and run one-to-many motions, such as onboarding webinars, templated reviews, office hours and automated check-ins, so every customer gets value, not just the largest.

• Turn one-off fixes into playbooks, templates and reporting the whole team uses.

• Bring the voice of the customer to Product, Engineering and Marketing with specific, evidence-backed feedback, including patterns you see across many accounts.

• Keep account records current enough that another CSM could step in and know what to do.

Who you are

• Owner mindset. You treat your accounts like your own business. You look at the data and come to customers with a recommendation, not a status update, and you raise risk before anyone asks.

• Ruthless prioritiser. You can manage a large book without letting anything slip. You know which accounts need a call, which need an email and which need nothing this week.

• Self-directed builder. You don’t wait for a playbook to exist. When you solve a problem for one customer, you build the thing that solves it for the next fifty.

• Commercially sharp. You spot revenue opportunities in your book and go after them. You grow accounts by growing the customer’s results, so expansion feels like the obvious next step, not a sales pitch.

Just as important, you care about your customers’ success and hold a clear bar for quality in your own work, even at volume. You get fluent in the platform fast and use its data to tell customers something they didn’t know.

What we’re looking for

• 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency.

• Experience managing a large book of SMB or mid-market accounts, with a track record of owning renewals and driving expansion against a number.

• Clear, concise writing, from a two-line recap to a scalable email sequence or account plan.

• Comfort with data: you can pull the story out of a dashboard, explain it simply and use it to prioritise your time.

Strong plus

• Agency experience, especially in SEO, content or performance marketing.

• Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console.

• Experience building scaled or digital-touch CS programs (webinars, in-app guidance, automated lifecycle emails).

• Early-stage startup experience where you build processes from scratch.

What you can expect from us

• Salary: Competitive (DOE)

• Meaningful early-stage equity pre Series A

• 25 days' holiday plus bank holidays

• Enhanced salary sacrifice pension

• Workplace nursery scheme

• Monthly fitness and wellbeing reimbursement

• Flexibility in hours – around life and family commitments