Customer Success Team Manager

Jobtailor; Ruddington; On-site; GBP 70,000 - 110,000; Full time

Job summary

Jobtailor in the United Kingdom seeks a Senior Customer Success professional to own strategic relationships with high-value enterprise clients. You will drive multi-year plans, manage escalations, and guide multi-product implementations to maximize ROI.

You will partner with Sales, Marketing and Product teams to ensure alignment, retain renewals, and uncover growth opportunities. Strong communication and data analysis skills are essential for success.

Qualifications

• Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles.
• Strong track record managing large, complex customer portfolios with multi-million value.
• Confidence engaging and influencing senior stakeholders and executive audiences.
• Experience delivering strategic account plans and driving long-term customer value.
• Commercial mindset focused on retention, growth, and ROI.
• Strong analytical ability to interpret data and inform decision-making.
• Excellent communication, presentation, and stakeholder management skills.
• Ability to lead complex projects, transformations, and cross-functional initiatives.
• Proficiency with CRM and customer success platforms.
• Strong data discipline.
• Ambitious, proactive, and driven to deliver exceptional customer outcomes.
• Openness to using AI to improve how you work.

Responsibilities

• Manage a portfolio of high-value enterprise customers on Premier Success Plans.
• Build trusted relationships with senior stakeholders, including C-suite executives.
• Develop and deliver long-term strategic account plans aligned to customer goals.
• Act as the primary point of contact for escalations, renewals, and growth opportunities.
• Lead complex, multi-product implementations and transformation initiatives.
• Drive customer retention and expansion, achieving GRR and NRR targets.
• Identify and generate new revenue opportunities within existing accounts.
• Conduct executive business reviews, demonstrating ROI and value delivered.
• Maintain accurate account activity and insights within Salesforce.
• Partner with Sales, Marketing, and Product teams to align strategy and messaging.
• Lead cross-functional collaboration to resolve challenges and support customer success.
• Mentor Customer Success Managers and support team development.
• Act as a trusted advisor to high-value enterprise customers and help maximise the value of Ideagen solutions.

Skills

Enterprise Account Management

Strategic Account Planning

C-Suite Engagement

Stakeholder Engagement

Data Analysis

SaaS

CRM Platforms

Communication

Presentation

Mentoring

Tools

Salesforce

CRM Platforms

Customer Success Platforms

Job description

• Manage a portfolio of high-value enterprise customers on Premier Success Plans
• Build trusted relationships with senior stakeholders, including C-suite executives
• Develop and deliver long-term strategic account plans aligned to customer goals
• Act as the primary point of contact for escalations, renewals, and growth opportunities
• Lead complex, multi-product implementations and transformation initiatives
• Drive customer retention and expansion, achieving GRR and NRR targets
• Identify and generate new revenue opportunities within existing accounts
• Conduct executive business reviews, demonstrating ROI and value delivered
• Maintain accurate account activity and insights within Salesforce
• Partner with Sales, Marketing, and Product teams to align strategy and messaging
• Lead cross-functional collaboration to resolve challenges and support customer success
• Mentor Customer Success Managers and support team development
• Act as a trusted advisor to high-value enterprise customers and help maximise the value of Ideagen solutions

Requirements

• Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles
• Strong track record managing large, complex customer portfolios with multi-million value
• Confidence engaging and influencing senior stakeholders and executive audiences
• Experience delivering strategic account plans and driving long-term customer value
• Commercial mindset focused on retention, growth, and ROI
• Strong analytical ability to interpret data and inform decision-making
• Excellent communication, presentation, and stakeholder management skills
• Ability to lead complex projects, transformations, and cross-functional initiatives
• Proficiency with CRM and customer success platforms
• Strong data discipline
• Ambitious, proactive, and driven to deliver exceptional customer outcomes
• Openness to using AI to improve how you work

Core Competencies

Demonstrates expertise in managing high-value enterprise customer portfolios, driving retention and growth through strategic account planning and cross-functional collaboration. Proficient in leveraging CRM platforms to enhance customer success and deliver measurable ROI.

Highest-signal resume keywords

• Customer Success Management
• Enterprise Account Management
• Strategic Account Planning
• Stakeholder Engagement
• Data Analysis

Hard Skills

• SaaS
• Account Management
• Project Management
• Data Interpretation
• Revenue Growth Strategies

Soft Skills

• Communication
• Presentation
• Influencing
• Mentoring
• Proactivity

Industry Keywords

• Enterprise Customers
• C-Suite Engagement
• Customer Retention
• Growth Opportunities
• Business Reviews

Tools & Technologies

• Salesforce
• CRM Platforms
• Customer Success Platforms