Enterprise Customer Success Manager

PostGrid; Greater London; On-site; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Competitive pay

Flexible work

Learning-obsessed culture

Job summary

A leading SaaS provider is seeking an Enterprise Customer Success Manager to support their UK team. This role involves strategic onboarding for enterprises, conducting Quarterly Business Reviews, and managing high-value accounts. Candidates should have over 4 years of experience in CSM or Account Management, a proven track record in the UK market, and a strong understanding of data privacy regulations. The position offers competitive pay, a flexible work environment, and opportunities for professional growth.

Qualifications

• Deep understanding of UK enterprise organizations' decision-making processes.
• Experience managing accounts with £100k+ ARR.
• Strong knowledge of GDPR and UK-specific business regulations.

Responsibilities

• Lead high-touch onboarding for enterprises with technical alignment.
• Conduct Quarterly Business Reviews focusing on ROI.
• Act as a customer advocate to highlight European-specific needs.
• Manage a portfolio of high-value accounts with growth opportunities.
• Ensure compliance with regional data privacy mandates.
• Represent the company at UK industry events.

Skills

Relationship-building

Strategic mindset

Organizational skills

Presentation skills

Growth mindset

Education

4+ years of CSM or Account Management experience

Tools

Customer Success platforms like Gainsight or Totango

Job description

PostGrid is a global leader in enterprise SaaS platform for automated offline communications. Our robust APIs empower organizations to create, personalize, and dispatch physical mail letters, postcards, checks, and more to any address on the globe without ever touching an envelope, while ensuring clean address data. Operating at massive scale across multiple regions, we’re redefining how brands connect with people beyond the inbox. If you’re driven to build category-defining technology and want to shape the future of offline communications, join our high-caliber team and help us transform the way the world sends mail.

About The Role:

As an Enterprise CSM for our UK team, you will be the strategic face of PostGrid for our British and European accounts. You will navigate the nuances of the UK enterprise landscape focusing on highly regulated industries, to ensure our clients maximize the value of their automated offline communications while staying compliant with regional standards.

Your Responsibilities:

• Strategic Onboarding: Lead high-touch onboarding for enterprises, ensuring technical alignment with regional mail standards and Royal Mail integration.
• QBR Leadership: Conduct Quarterly Business Reviews that focus on ROI, specifically regarding UK postage savings and campaign efficiency.
• Localization Advocacy: Act as the voice of the customer to our product team, highlighting needs for European-specific features or data residency requirements.
• Retention & Expansion: Own a portfolio of high-value accounts, identifying opportunities for cross-border mailing expansion within the targeted region.
• Data Privacy Stewardship: Ensure all customer success activities and data handling practices align strictly with regional GDPR and local privacy mandates.
• Market Networking: Represent PostGrid at UK-based industry events to foster community and advocacy among our enterprise user base.

What Will You Bring To This Role:

• You are a relationship-builder who understands the professional etiquette and decision-making cycles of UK enterprise organizations.
• You possess a strategic mindset, capable of turning complex logistical challenges into clear success plans.
• You have a deep appreciation for the "Offline" industry and the power of physical mail in a digital-first world.
• You are an empathetic advocate who can push back on customers when necessary to guide them toward best practices.
• You bring a "growth mindset" to every interaction, always looking for ways to expand the PostGrid footprint.
• You are highly organized, managing multiple high-stakes projects across different stages of the lifecycle.
• 4+ years of CSM or Account Management experience in B2B SaaS, preferably in the UK market.
• Proven track record of managing accounts with £100k+ ARR.
• Strong understanding of UK-specific business regulations and data privacy (GDPR).
• Exceptional presentation skills, both virtual and in-person.
• Experience using Customer Success platforms like Gainsight or Totango.
• Ability to travel occasionally for client site visits within the UK.

Preferred Qualifications:

• Familiarity with Royal Mail or European postal systems.
• Background in API-driven or technical software products.
• A second European language (French, German, or Spanish) is a plus.
• Certification in a CS framework (e.g., SuccessHACKER).

Our Commitment to Diversity:

PostGrid is an equal opportunity employer and values the diversity of backgrounds and perspectives. We strive to cultivate an inclusive environment of understanding to have a greater impact on our business and our customers. We encourage applicants from underrepresented groups and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history, in accordance with applicable local, state, and/or federal laws.

Ready to make your mark?

Join PostGrid’s tight-knit, high-energy team and build technology that powers global offline communications. With competitive pay, flexible work, and a learning-obsessed culture, you’ll ship bold ideas fast and see your impact instantly. Hungry for challenge and craftsmanship? Apply today and help us reinvent how the world connects beyond the inbox.