Customer Success Manager, Mid-Market, UK

Attentive; Greater London; Hybrid; GBP 40,000 - 55,000; Full time

Job summary

A leading marketing technology firm in Greater London seeks a Customer Success Manager to manage mid-market business customers. This role involves refining customer success processes, managing 100-150 accounts, and increasing customer usage and ROI. The ideal candidate should have 1-2 years of experience in customer success within a SaaS environment and be knowledgeable in Salesforce. A hybrid work model allows for office-based collaboration in Shoreditch two days a week.

Qualifications

• 1-2 years customer success experience required, preferably at a Martech SaaS company.
• Strong understanding of customer success techniques and strategies.
• Comfortable learning new software and tools.

Responsibilities

• Manage 100-150+ accounts concurrently, focusing on impactful interactions.
• Cement relationships with customers, managing growth and adoption.
• Analyze customer usage to predict renewals and identify risks.

Skills

Customer success techniques

Detail oriented

Salesforce knowledge

Software learning

Organizational skills

Tools

Salesforce

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 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.

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 have complete visibility into renewal and growth pipeline; identify, clearly communicate, and manage risk throughout the year through 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 strategies; comfortable 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