Enterprise Customer Success Manager

Enthuse; Greater London; On-site; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Equity options

London office

Cycle to Work scheme

Training & Mentorship program

Generous holiday entitlement

Job summary

Enthuse is seeking an experienced Enterprise Customer Success Manager to partner with the UK’s largest charities and maximise online fundraising. You’ll own relationships with leading organisations, drive product adoption, onboard new charities, and deliver advocacy through case studies and webinars.

You’ll manage complex stakeholder networks, understand fundraising strategies, and contribute to churn reduction and upsell opportunities, all from Enthuse’s London-based office.

Qualifications

• 4+ years’ experience in Enterprise Customer Success (B2B SaaS), owning a portfolio of enterprise customers with complex org structures and multiple stakeholders.
• Ability to guide charities with fundraising objectives and translate product value into success plans.
• Experience engaging senior stakeholders and driving product adoption through best practices and peer proof points.

Responsibilities

• Own and develop relationships with enterprise charities, maximise online fundraising impact.
• Onboard new charities and ensure product value within the first 90 days.
• Drive product adoption, engage stakeholders, and gather customer feedback for the Product team.
• Deliver customer advocacy through case studies, webinars, and references.
• Identify churn risk and upsell opportunities in collaboration with Account Management.

Skills

Enterprise CS (B2B SaaS)

Portfolio management

Stakeholder management

Technical aptitude

Data-driven storytelling

Tools

CRM systems

Analytics tools

Job description

• Reporting to the Head of Customer Success, you’ll partner with some of the UK’s largest charities to help them maximise their online fundraising. You’ll own and develop relationships with leading organisations including Macmillan, Mencap, Diabetes UK and Young Lives vs Cancer, helping them get the most from Enthuse and deliver greater impact for the causes they support
• Provide sector-leading guidance to your portfolio of enterprise charities, enabling them to raise more for their causes and reach their full fundraising potential
• Gain an understanding of each charity’s fundraising strategy and objectives, create success plans, and conduct regular business reviews to ensure they’re achieving results with Enthuse
• Challenge and inspire charities to elevate their fundraising through best practice recommendations and peer proof points
• Onboard new charities within your portfolio, ensuring they experience product value within the first 90 days of their subscription
• Focus on driving product adoption through your understanding of each charity’s objectives & your knowledge of the Enthuse platform
• Find and engage new stakeholders across your charities, ensuring we’re collaborating with the right people, and that we have regular engagement with senior stakeholders
• Be the internal voice of the customer, channelling feedback to our Product team to ensure customer needs are met
• Deliver customer advocacy in the form of case studies, webinars and references
• Proactively identify & manage churn risk, as well as upsell opportunities, collaborating closely with our Account Management team

Benefits

• We celebrate together with an early Friday finish with optional team drinks, team incentives, and a variety of company socials
• We believe in giving back and give you one paid day to fundraise for a charity of your choice
• We want you to travel well with the Cycle to Work scheme, season ticket loan, and a London-based office
• We will support your journey through our learning and development program with an allowance for training each year and Personal Development Plans, as well as a mentor program that offers structured support from senior team members
• Holiday allowance: 25 days holiday and bank holidays (33 in total). We increase holidays based on length of service, so for every year you’re with us, you’ll get an additional day’s holiday up to 28 days. We also offer an additional 5 days of unpaid holiday
• We offer a generous equity options scheme at a fast-growing, stable company backed by socially responsible investors. We give back to all our employees who get us closer to achieving our mission

Customer-focused: you put the customer front and centre of every decisionYou are a confident and passionate communicator — managing any situation from difficult stakeholder conversations to inspiring action through data & peer proof pointsA positive and enthusiastic team player, our team is collaborative, we’re looking for people who’ll bring new ideas & new ways of working to the Customer Success team4+ years’ experience in Enterprise Customer Success (B2B SaaS), owning a portfolio of enterprise customers with complex org structures and multiple stakeholdersTech-savvy, with an interest in learning how our product works and the ability to provide technical assistance to non-technical contactsAn understanding of the charity or fundraising sector is helpful but not essentialNo matter what your background, identity, or even if your experience doesn’t exactly match — we’d love to hear from you!