Enterprise Customer Success Manager (UK)

Avolution

City Of London

Hybrid

GBP 70,000 - 95,000

Full time

3 days ago

Be an early applicant

Get a reply from this employer

Your resume and cover letter, tailored to exactly what they’re hiring for.

Get past ATS filters

Benefits offered by this job

25 days annual leave

Birthday leave

Private medical insurance with gym

Dental, Vision and Hearing insurance

Cycle to Work scheme

Pension scheme

Hybrid working from our central London

Growth opportunities

Job summary

Avolution is seeking a strategic Customer Success Manager to own a portfolio of 30–45 enterprise customers in the UK and drive retention, expansion and value realization. You’ll operate between detailed use cases and executive-level conversations to deliver measurable outcomes.

In this hybrid role, you’ll partner with Consulting, Product, Support and Sales to ensure successful outcomes while spending meaningful time with customers and traveling as needed within the UK.

Qualifications

5+ years managing a client portfolio in Customer Success or Account Management.
Proven track record in retention and growth with a personal commercial target.
Experience with complex enterprise customers and multiple stakeholders.
Strong discovery skills linking goals to measurable outcomes.
Excellent written and verbal communication and negotiation ability.

Responsibilities

Own a portfolio of 30–45 enterprise customers with renewals and expansion.
Develop success plans aligned to customer priorities and outcomes.
Map accounts and build relationships across senior stakeholders.
Translate complex use cases into clear business value.
Identify risk early and plan mitigations.
Identify and develop expansion opportunities.
Own renewals and growth through negotiation and signature.
Maintain accurate forecasts and strong Salesforce discipline.
Collaborate with Consulting, Product, Support and Sales.
Spend meaningful time with customers in person.

Skills

Account management

Customer success

Negotiation

Forecasting

Portfolio management

Cross-functional collaboration

Education

Bachelor's degree in Business, IT, or related field

Tools

Salesforce

Job description

About the Company

The enterprise architecture tool thattransforms with you
Avolution builds ABACUS, the enterprise architecture platformused by large organizations to understand, plan and governchange across their business and technology.

Our customers include global enterprises and public sectororganizations using ABACUS for enterprise architecture,
application portfolio management, transformation planning and, increasingly, AI governance. We have teams across the UK, US and Australia.

About the Role

Strategic, commercial and highly visible
Our customers use Avolution to support major transformation,architecture and governance initiatives. One customer might be strengthening their EA operating model, another improvinggovernance across a major transformation program, and another exploring AI governance or application portfolio optimization.

You'll build relationships from day-to-day users through to executives, and you'll be comfortable moving between detailed architecture use cases and broader conversations about value, risk and future investment. The role combines strategic account management, commercial ownership and hands‑on execution.

You don't need to be an enterprise architecture expert when you join. What matters more is that you're curious,
commercially sharp and quick to get to grips with complex customers and use cases.

We're looking for someone who is collaborative, coachable and low ego, who enjoys sharing ideas with theteam and is comfortable in an environment where products,processes and priorities continue to evolve.

Responsibilities

Own a portfolio of 30–45 enterprise customers ($1.5–2.5MARR), with responsibility for retention, renewals and expansion.

Build success plans tied to each customer's businesspriorities and measurable outcomes.

Map accounts and build multi-threaded relationshipsacross customer organisations, including senior andexecutive stakeholders.

Translate complex technical use cases into clear businessvalue.

Identify risk early and put clear plans in place to address it.

Proactively identify and develop expansion opportunities.

Own renewals and growth opportunities through tonegotiation and signature.

Maintain accurate forecasts, clear next steps and strongSalesforce discipline.

Work closely with Consulting, Product, Support and Salesto deliver strong customer outcomes.

Spend meaningful time with customers in person.

Support enterprise procurement processes, including tenders, RFIs, RFPs and single-source justifications.

About You

Essential

5+ years' experience managing your own book of clients inCustomer Success, Account Management or a similar
role.

Experience owning both retention and growth, with a personal commercial target you've consistently hit orexceeded.

Experience managing complex enterprise customers withmultiple stakeholders, including executives.

Strong discovery skills and the ability to connect customergoals to measurable business outcomes.

Strong negotiation skills and commercial judgement.

Excellent organisation, forecasting and portfoliomanagement.

Excellent written and verbal communication.

The ability to learn complex products and use cases quickly.

What will make you stand out

Experience in complex B2B SaaS or enterprisesoftware.

A background in enterprise architecture,transformation, governance or adjacent technologyareas.

A track record of building expansion pipeline withinan existing customer base.

Experience working alongside professional servicesor consulting teams.

Strong Salesforce and forecasting discipline.

Evidence of leadership beyond your own accounts,such as mentoring colleagues, improvingprocesses or leading team initiatives.

How we work

We're a collaborative team that values ownership, sharing ideasand doing a great job for customers.
Although this is a remote role, we want our CSMs close to theircustomers. We encourage regular in-person meetings and travelacross AMER so you can understand customer environmentsfirst-hand and build strong, trusted relationships.

We're still shaping how we work as a global team, so there's plenty of room to contribute ideas and make an impact beyond your own portfolio.

Career Development

As the team grows, high performers will have the opportunity totake on broader responsibility, including mentoring, leadinginitiatives and, over time, moving into people leadership.

Benefits