Customer Success Manager (UK)

11x; London; On-site; GBP 65,000 - 85,000; Full time

Job summary

A leading AI company in London is seeking a Customer Success Manager to drive adoption and business impact across high-value customers. This role involves owning the entire customer journey, acting as a trusted advisor, and ensuring long-term success and value. Ideal candidates have at least 5 years in a customer-facing role, preferably with experience in SaaS or AI. This is a collaborative role requiring on-site work in our London office three days a week.

Qualifications

• 5+ years in a customer-facing role, preferably in SaaS, AI, or GTM tech.
• Strong understanding of the go-to-market landscape.
• Proactive and resourceful with a hands-on approach.

Responsibilities

• Act as a trusted advisor to C-level and VP stakeholders.
• Drive adoption and expansion across teams.
• Own and grow your book of business with a focus on renewals and upsell.

Skills

Customer Success

Account Management

Business Development

Go-to-market strategy

Relationship building

Job description

About 11x

At 11x, we're building autonomous digital workers that handle routine work end-to-end, freeing humans to focus on what they do best—creating, innovating, and building meaningful relationships. We're one of the world’s fastest growing AI companies. We've achieved a 20x increase in ARR and raised $75M+ from leading investors including a16z and Benchmark. Our team works in-person in our San Francisco office.

About The Role

We’re looking for a Customer Success Manager who is energized by the challenge of scaling new go-to-market motions and driving business impact across a portfolio of high-value customers.

At 11x, we call this a Full Stack CSM—you’ll own the entire customer journey: from onboarding and consulting on use cases, to managing ongoing success and even leading commercial conversations. You won’t just manage accounts—you’ll serve as a strategic advisor to executive stakeholders, deeply embed yourself in customer workflows, and proactively identify opportunities to expand adoption and value. Ideal candidates have hands-on GTM experience—whether through sales, partnerships, business development, or supporting go-to-market tools—and are passionate about building long-term relationships that lead to outsized outcomes.

What You’ll Do

• Act as a trusted advisor to C-level and VP stakeholders, aligning our digital workers to their strategic goals and success metrics
• Drive adoption, onboarding, and expansion across teams by surfacing new use cases, leading training sessions, and articulating impact
• Own and grow your book of business, with a strong focus on renewals, upsell, and product stickiness
• Partner cross-functionally with product, engineering, and GTM teams to shape roadmap, resolve friction, and co-create scalable success
• Contribute to the broader customer ecosystem—developing playbooks, leading community events, and sharing insights
  
  

Requirements

• 5+ years in a customer-facing role (Customer Success, Account Management, Business Development, etc.)—preferably in SaaS, AI, or GTM tech
• A strong understanding of the go-to-market landscape—you’ve either carried a quota, supported sales teams, or helped deploy tools used by GTM orgs
• A builder’s mindset: proactive, resourceful, and unafraid to get hands-on in a fast-moving environment
• Exceptional communicator and relationship-builder, comfortable engaging senior execs and managing complex projects
• You sweat the details, thrive on ownership, and are motivated by helping customers win
• Onsite in our London office three days a week—this role is highly collaborative and benefits from being in the room
  
  

Nice to Have

• C2 proficiency in German and experience working with DACH customers