Growth Customer Success Account Manager

Entrepreneur First; United Kingdom; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A technology company is seeking a UK-Based Customer Success Account Manager to manage and grow customer relationships across various sectors. The role involves ensuring customer account retention, identifying growth opportunities, and collaborating with the consulting team. Candidates should have sales experience, a strong background in relationship management, and the ability to demonstrate ROI. The position promotes a flexible work environment with competitive benefits.

Benefits

Competitive compensation with equity

Flexible working from home policy

Annual learning and development allowance

Private healthcare and dental cover

Qualifications

• Proven history in sales activities focused on decision-makers.
• Experience in call center operations and value-selling.
• Ability to explain complex solutions clearly to various stakeholders.

Responsibilities

• Manage up to 25 customer accounts, ensuring retention and growth.
• Identify new opportunities within existing customer relationships.
• Lead self-service adoption efforts and maintain accurate forecasting.

Skills

Value-selling

Relationship-building

Sales experience

AI familiarity

ROI modeling

Retention target achievement

Education

Bachelor's Degree

Tools

Salesforce

Gong

Job description

Overview

PolyAI automates customer service through lifelike voice assistants that let customers lead a conversation. Our voice assistants enable businesses to deliver outstanding customer service that rivals human agents. Our customers include leading brands, and they expand how they use our platform to automate critical customer service operations and integrate PolyAI into daily workflows.

PolyAI is searching for a UK-Based Customer Success Account Manager, reporting to the Head of Account Management. The role commercially manages and grows growth-tier customer relationships across a broad range of verticals, developing a scalable growth motion that encourages a customer can-do attitude through self-service, building executive-level relationships, defining account strategy, delivering solution-based sales modelling, and driving account retention and revenue growth.

Key responsibilities

• Manage a book of up to 25 existing customer accounts, meeting and exceeding goals related to account retention and in-year growth
• Leverage business reviews and existing customer relationships with champions and buyers to identify new opportunities within valued clients
• Collaborate with the solution consulting team to create bespoke demos that translate use cases into reality
• Maintain accurate forecasting and pipeline management within Gong and Salesforce
• Prepare ROI models ahead of renewal conversations to justify the business case and spend with PolyAI
• Lead adoption efforts that encourage self-service within the PolyAI platform (Agent Studio) and drive 1-to-many workshops to showcase product features
• Implement innovative strategies and commercial levers to ensure on-time, positive renewal outcomes
• Act as the voice of the customer internally, partnering with Customer Success and Deployment teams to drive product usage and ongoing quality of the virtual agent
• Build relationships with key customer teams across business units, operations, technology, finance, and procurement
• Provide feedback on market conditions, product performance, and brand acceptance to PolyAI leadership

Your Experience (Qualifications)

• Experience in marketing-type activities that run sessions for business and technical personas on how to maximize the PolyAI platform
• Proven history in value-selling and relationship-building at champion and decision-maker levels, including executives and technical leaders
• Sales experience with a background in call center operations
• Prior AI experience is advantageous
• Ability to map and calculate ROI models to support business decisions around cost savings, revenue generation, improved CX, and reduced wait times
• Track record of meeting/exceeding sales goals, revenue expansion, and identifying new use cases across the business
• Consistent achievement of retention targets and quota attainment
• Experience selling SaaS, systems and performance software, and innovative devices; ability to communicate analytical results clearly
• Ability to explain the benefits of complex solutions to early adopters and executives; familiarity with AI is a plus

Your Style

• Self-starter who can balance multiple customer and internal priorities
• Motivated to build a scalable growth model within customer success
• Entrepreneurial, scrappy, competitive, and optimistic
• Education: Bachelor’s Degree required; Master’s and technical degrees are a plus

Benefits & Perks

• Competitive compensation based on experience and responsibilities, with equity
• Flexible working from home policy and work-from-home allowance
• Opportunity to work from outside the UK for up to 6 months each year
• Supportive services including TELUS Health EAP for confidential employee assistance
• Annual learning and development allowance
• Company-funded fertility and family-forming programmes
• Private healthcare and dental cover, gym discounts, and access to mental health resources
• Interest in creating a strong, values-driven culture and meaningful impact

We are an equal-opportunity employer and celebrate diversity. Our core values include: Only the best, Ownership, Relentlessly improve, Bias for action, Disagree and commit, and Build for people.