Enterprise Customer Success Manager

Sideways 6; Manchester; On-site; GBP 60,000 - 80,000; Full time

Job summary

A dynamic software company in Manchester seeks an experienced Enterprise Customer Success Manager focused on managing enterprise accounts and driving customer outcomes. This role requires strong relationship-building skills and the ability to enhance customer experiences while identifying growth opportunities. Join a passionate team dedicated to customer advocacy and success.

Benefits

25 days annual leave

Cycle to work scheme

Access to Learning & Development platform

Life Insurance

Auto Enrolment Pensions

Healthshield

Free Gym membership

Free Friday lunch

Qualifications

• Proven experience managing enterprise-level accounts in Customer Success or Account Management.
• Strong commercial acumen with a track record of driving upsell and expansion opportunities.
• Exceptional communication and relationship-building skills, especially with senior stakeholders.

Responsibilities

• Own a portfolio of enterprise customers and act as their trusted advisor.
• Focus on customer retention, expansion, upsell, and NPS through proactive engagement.
• Build relationships with senior stakeholders to align on business goals.

Skills

Managing enterprise-level accounts

Strong commercial acumen

Communication skills

Analytical mindset

Customer advocacy

Job description

Enterprise Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: Manchester, UK

Reporting To: Alex Clarke

Description

Interact provides enterprise-grade intranet software that connects over three million employees to leading global names like Levi's, Domino’s, Teva Pharmaceuticals, and Technicolor.

Our team of customer-focused problem solvers are passionate about helping organizations to communicate better. We do this together by constantly working to improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Warsaw, we operate across North America, EMEA, and Australia.

Click on any of our vacancies and you’ll see one thing in common – they all begin with this message. Why? Because at Interact we treat everyone with the same respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

We’re looking for a dynamic and strategic Enterprise Customer Success Manager to join our team and lead the long-term success of our most valuable customers. This role is all about building trusted relationships, driving measurable outcomes, and unlocking growth opportunities across our enterprise portfolio. As a key partner to our customers, you’ll be responsible for ensuring they achieve maximum value from our solutions, while proactively identifying opportunities for retention, upsell, expansion, and improving Net Promoter Score (NPS).

A little about you...

• Proven experience managing enterprise-level accounts in Customer Success or Account Management
• Strong commercial acumen with a track record of driving upsell and expansion opportunities
• Exceptional communication and relationship-building skills, especially with senior stakeholders
• Analytical mindset with the ability to interpret customer data and translate it into actionable strategies
• Passion for customer advocacy and delivering exceptional experiences

About the role...

• Strategic Account Management: Own a portfolio of enterprise customers, acting as their trusted advisor and advocate within the business
• Drive Key Metrics: Focus on customer retention, expansion, upsell, and NPS through proactive engagement and strategic planning
• Executive Stakeholder Engagement: Build and maintain strong relationships with senior stakeholders to align on business goals and success criteria
• Customer Health Monitoring: Use data-driven insights to assess account health, mitigate risks, and identify growth opportunities
• Value Realisation: Ensure customers are achieving their desired outcomes and continuously discovering new value from our platform
• Cross-Functional Collaboration: Partner with Sales, Product, and Support teams to deliver seamless customer experiences and drive account growth
• Success Planning: Lead strategic success planning and facilitate impactful Business Reviews to showcase ROI and align on future goals

Benefits

• 25 days annual leave (with the option to buy and sell additional days)
• Cycle to work scheme
• Access to Learning & Development platform
• Life Insurance
• Auto Enrolment Pensions
• Healthshield (Cashback on dental check-ups and fillings, eye tests, physiotherapy, prescriptions and much more)
• Reimburse for usage of personal mobile phone
• Free Gym membership and Free Friday lunch for office based staff