Enterprise Customer Success Lead - EMEA & APAC

Academic Key; United Kingdom; On-site; GBP 90,000 - 120,000; Full time

Job summary

Academic Key is hiring a Manager, Customer Success Team in the United Kingdom to build and scale a high-performing team focused on enterprise customers. You will drive adoption, retention, expansion, and long-term partnerships with leading engineering organizations.

You will coach a team, establish scalable CS programs, and partner with Sales, Product, Engineering, and Support to deliver measurable value and customer outcomes. This is a player-coach role at scale.

Qualifications

• 7+ years in Customer Success or related roles with 2+ years leading enterprise teams.
• Experience with complex enterprise SaaS, developer tools, cloud infra, or AI products.
• Proven ability to drive adoption, retention, and expansion with measurable outcomes.
• Strong strategic thinking and ability to design scalable programs.

Responsibilities

• Lead, mentor, and develop a high-performing Customer Success team.
• Own team-level outcomes: adoption, health, ARR, NRR, and satisfaction.
• Collaborate with Sales, Product, Engineering, and Support to drive outcomes.
• Develop scalable CS strategies, playbooks, and metrics for enterprise clients.
• Act as executive sponsor for key accounts and manage senior stakeholder relationships.
• Identify risks/opportunities and drive proactive retention and expansion.
• Scale CS operations and reporting as the company grows.

Skills

Leadership

Enterprise CS

Strategic thinking

Cross-functional teamwork

Executive presence

Analytics

Coaching

Tools

Kubernetes

Terraform

Cloud platforms

Job description

Academic Key is hiring a Manager, Customer Success Team in the United Kingdom to build and scale a high-performing team focused on enterprise customers. You will drive adoption, retention, expansion, and long-term partnerships with leading engineering organizations.

You will coach a team, establish scalable CS programs, and partner with Sales, Product, Engineering, and Support to deliver measurable value and customer outcomes. This is a player-coach role at scale.