Customer Success Manager, Mid-Market, UK

Attentive; City Of London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

A marketing technology firm is seeking a Customer Success Manager to manage their mid-market business customers in London. The role involves handling customer relationships, helping customers adopt products, and coordinating with various departments to maximize customer success. Ideal candidates have 1-2 years of experience in customer success, preferably in a SaaS environment, and are detail-oriented. This is a fantastic opportunity to work with a rapidly growing company renowned for its culture and performance.

Qualifications

• 1-2 years customer success experience required, preferably at a Martech SaaS company.
• Strong understanding in customer success techniques and strategies.
• Knowledge of Salesforce or related CRM tools.

Responsibilities

• Cement relationships with customers, manage account growth and product adoption.
• Manage 100-150+ accounts concurrently, prioritizing impact.
• Advise customers to increase usage and ROI.
• Lead select customer meetings, both in-person and virtually.
• Analyze customer usage to predict renewals and growth.
• Translate customer feedback into product requirements.

Skills

Customer success experience

Understanding of customer success techniques

Ability to learn new software

Detail oriented

Knowledge of Salesforce or CRM tools

Interest in startups

Tools

Salesforce

CRM tools

Job description

Attentive® is the AI marketing platform for 1:1 personalization redefining the way brands and people connect. We’re the only marketing platform that combines powerful technology with human expertise to build authentic customer relationships. By unifying SMS, RCS, email, and push notifications, our AI-powered personalization engine delivers bespoke experiences that drive performance, revenue, and loyalty through real-time behavioral insights.

Recognized as the #1 provider in SMS Marketing by G2, Attentive partners with more than 8,000 customers across 70+ industries. Leading global brands like Crate and Barrel, Urban Outfitters, and Carter’s work with us to enable billions of interactions that power tens of billions in revenue for our customers.

With a distributed global workforce and employee hubs in New York City, San Francisco, London, and Sydney, Attentive’s team has been consistently recognized for its performance and culture. We’re proud to be included in Deloitte’s Fast 500 (four years running!), LinkedIn’s Top Startups, Forbes’ Cloud 100 (five years running!), and Inc.’s Best Workplaces.

About the Role

We are looking for a driven individual to join our team as the third Customer Success Manager, Midmarket on our UK team to fully manage our mid-market business customers. You will work to help refine and improve our customer success processes and playbooks to work at scale across hundreds of customers. You will also coordinate cross‑functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with customers as a trusted consultant and to own customer relationships completely.

What You’ll Accomplish

• Cement the relationship with new and existing customers including: setting up integrations, managing account growth, assisting with new product adoption, and handling renewals
• Manage 100‑150+ accounts concurrently, prioritizing appropriately to ensure time is spent where impact can be maximized
• Advise and groom customers to increase their usage, adoption, and ROI achieved through partnering with Attentive
• Lead and present at select customer meetings, both in‑person and over video conference
• Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal and growth pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
• Help translate customer feedback (and your own team’s needs) into specific product requirements

Your Expertise

• 1‑2 years customer success experience required, preferably at a Martech SaaS company
• Strong understanding in customer success techniques and strategiesComfortable learning new software (for design, data management, and internal tools)
• Experience navigating complex work processes, tight timelines, and changing teams
• Extremely detail oriented and organized
• Knowledge of Salesforce or related CRM tools
• Interest in startups, software and entrepreneurship
• Comfortable working from our office in Shoreditch 2 days a week

Attentive Company Values

• Default to Action – Move swiftly and with purpose
• Be One Unstoppable Team – Rally as each other’s champions
• Champion the Customer – Our success is defined by our customers' success
• Act Like an Owner – Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.