Customer Success Manager - UK Market

Spendesk; Greater London; Hybrid; GBP 65,000 - 90,000; Full time

Benefits offered by this job

4 days per month remote

Oyster card reimbursement

Wellness allowance

Moka.care access

Pension scheme (5% salary sacrifice)

28 days of holidays

Latest Apple Mac equipment

Company virtual events

Office visits: Paris and Barcelona

Private health insurance

Private dental care

Team culture and supportive colleagues

Job summary

Spendesk is seeking a Customer Success Manager in the UK to partner with mid-market customers and drive value from our spend management platform. You will ensure onboarding, adoption, retention and renewals while identifying expansion opportunities.

You will collaborate with Account Managers, Product, Marketing and Support to deliver exceptional customer experiences. The role focuses on building trusted relationships with Finance stakeholders, guiding customers through adoption, and advocating

Qualifications

• Must have professional working proficiency in English.
• Experience in Customer Success, Account Management or similar roles.
• Advises customers proactively rather than reactively.
• Strong ownership in managing a customer portfolio.
• Ability to build trusted relationships with senior stakeholders.
• Analytical mindset using customer data to identify risks/opportunities.
• Excellent communication, organisation and stakeholder management.
• Interest in SaaS and long-term customer partnerships.
• Ability to manage priorities across a high-volume portfolio.

Responsibilities

• Build trusted relationships with a portfolio of UK mid-market customers (120–150).
• Advise on best practices and optimise Spendesk use for customers.
• Lead regular account reviews and success plans.
• Drive onboarding, adoption, retention and renewal initiatives.
• Identify upsell/cross-sell opportunities and support expansions.

Skills

Customer success

Account management

Consultative approach

Stakeholder management

Analytical mindset

Communication skills

Organisational skills

SaaS familiarity

Tools

Salesforce

HubSpot

Gainsight

Planhat

Intercom

Job description

Help UK businesses transform the way they manage company spend

At Spendesk, we help businesses take control of their spending through a powerful all-in-one platform for company cards, expenses, invoices, procurement and financial workflows.

As a Customer Success Manager, you will be the trusted partner of our UK customers. You will help Finance teams get measurable value from Spendesk, drive long-term product adoption and build strong partnerships with the people responsible for managing company spend.

This is not a support role. You will own a portfolio of mid-market customers, understand their business priorities, anticipate risks, support renewals and identify opportunities to help them get even more value from Spendesk.

You will work closely with Account Managers, Product, Marketing and Support to deliver an outstanding customer experience and make the voice of our UK customers heard across the company.

This role is based in the UK. Professional proficiency in English is an essential requirement for the position.

What You’ll Do

Build trusted customer relationships

• Manage a portfolio of approximately 120 to 150 UK mid-market customers.
• Build strong relationships with Finance Managers, CFOs, Finance Directors and other key decision-makers.
• Understand each customer’s business priorities, challenges and definition of success.
• Advise customers on best practices and help them optimise their use of Spendesk.
• Lead regular account reviews and develop success plans aligned with customer objectives.
• Become a trusted advisor throughout the customer lifecycle.

Drive adoption, value and retention

• Guide customers through onboarding and ensure a smooth transition into long-term adoption.
• Monitor account health, product usage and engagement levels.
• Identify risks early and take proactive action to prevent churn.
• Help customers measure and communicate the business value and ROI of Spendesk.
• Support customers through organisational changes, new stakeholders and evolving business needs.
• Ensure customers continuously discover and adopt relevant Spendesk features.

Contribute to customer growth

• Identify relevant upsell and cross-sell opportunities based on customer needs, usage and business context.
• Partner closely with Account Managers to develop and convert expansion opportunities.
• Support renewal discussions by ensuring customers clearly understand the value they receive.
• Contribute to portfolio growth while maintaining a strong customer-first approach.

Represent the voice of the customer

• Share structured and actionable customer feedback with Product, Marketing and Sales.
• Identify recurring customer needs, friction points and potential product improvements.
• Support the launch and adoption of new features in the UK market.
• Contribute to customer advocacy initiatives, including testimonials, referrals and case studies.
• Help internal teams better understand the needs of UK Finance teams.

What We’re Looking For

Must-have experience and skills

• Professional working proficiency in English is essential for this role.
• Previous experience in Customer Success, Account Management, Client Management or another customer-facing role.
• A consultative approach: you proactively advise customers rather than simply react to requests.
• Strong ownership and autonomy in managing a customer portfolio.
• The ability to build trusted relationships with senior stakeholders.
• An analytical mindset, with the ability to use customer data to identify risks and opportunities.
• Excellent communication, organisation and stakeholder management skills.
• A genuine interest in customer experience, SaaS and building long-term customer partnerships.
• The ability to manage priorities effectively across a high-volume portfolio.

Strong pluses

• Experience in SaaS, fintech, payments, accounting, ERP or financial software.
• Experience working with Finance, Accounting or Operations teams.
• Experience managing a mid-market customer portfolio at scale.
• Experience with onboarding, adoption, retention, renewals or expansion.
• Familiarity with tools such as Salesforce, HubSpot, Gainsight, Planhat, Intercom or similar platforms.
• Experience working in a Customer Success and Account Management model.

About Spendesk

Spendesk is the AI-powered spend management and procurement platform that transforms company spending. By simplifying procurement, payment cards, expense management, invoice processing, and accounting automation, Spendesk sets the new standard for spending at work. Its single, intelligent solution makes efficient spending easy for employees and gives finance leaders the full visibility and control they need across all company spend, even in multi-entity structures. Trusted by thousands of companies, Spendesk supports over 200,000 users across brands such as Payfit, Accor, Welcome to the Jungle, Swile, Big Mamma, Malt and Yousign. With offices in the United Kingdom, France, Spain and Germany, Spendesk also puts community at the heart of its mission.

For more information: www.spendesk.com/press

About Our People & Culture

We believe that people do their best work when they’re given the freedom to thrive and grow. That’s why liberation is at the core of everything we do. We empower Spendeskers to take ownership of their work, to navigate ambiguity, and seize every opportunity. Spendeskers come from all over the world (35+ countries and counting!) but we have plenty in common: we're bold, ever-curious, committed to kindness, and tackle every challenge with a positive mindset.

About Our Benefits

• 4 days per month remote (non-accumulative) and 3 full weeks remote per year (non-consecutive)
• Fully covered Oyster card for traveling to and from our new office (up to £250 monthly depending on location)
• £45 monthly wellness allowance, accruable, to be used on whatever wellness means to you - through Edenred
• Access to Moka.care for emotional and mental health wellbeing
• Pension scheme (on salary sacrifice): 5% employee / 5% employer (by Aviva)
• 28 days of holidays
• Latest Apple Mac equipment
• Company virtual events
• Visit our other offices: Paris and Barcelona
• Great office snacks to fuel your day
• Vitality private health insurance (for you and your family/partner)
• Bupa private dental care
• A positive team to work with daily!

Diversity & Inclusion

At Spendesk, we're committed to fostering an environment where all differences are encouraged, supported and celebrated. We're building our culture for everyone, with everyone. Our goal is to attract and build a diverse, equal and inclusive team, where everyone feels welcome and we truly embrace and encourage people from all backgrounds to apply.