Growth Customer Success Account Manager

PolyAI; United Kingdom; Hybrid; GBP 45,000 - 65,000; Full time

Job summary

A leading AI company in the United Kingdom is seeking a Customer Success Account Manager. In this role, you will manage customer accounts and drive growth through building strong relationships. You should have a background in sales, excellent communication skills, and experience with ROI modeling. This position offers competitive compensation, equity options, and flexible work arrangements.

Benefits

Employee share options plan

25 days holiday plus bank holidays

Flexible working from home policy

Work from outside of the UK for up to 6 months

Private healthcare and dental cover

Qualifications

• Experience running virtual and in-person business meetings.
• Proven history in fostering relationships at decision-maker level.
• Sales experience in call center operations.

Responsibilities

• Manage up to 25 customer accounts for retention and growth.
• Create bespoke demos with the consulting team.
• Lead ROI model creation for renewals.

Skills

Value-selling

Building relationships

Sales experience

Understanding ROI modelling

Effective communication

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, which include leading logos, are expanding how they use our platform, driving automation of critical customer service operations and integrating PolyAI into daily workflows.

PolyAI is searching for a UK-Based Customer Success Account Manager, reporting to the Head of Account Management to commercially manage and grow our growth-tier customer relationships across a wide variety of verticals. We want you to bring your experience and skills to help us develop a scalable growth motion that encourages a customer can-do attitude through self service, as well as building executive-level relationships, defining the account strategy, delivering solution-based sales modelling and driving account retention and revenue growth.

Responsibilities

• Manage a book of up to 25 existing customer accounts, meeting and exceeding goals around account retention and in-year growth
• Utilise business reviews and existing customer relationships with champions and buyers to uncover new opportunities within valued clients
• Work with the solution consulting team to create bespoke demos to convert potential use cases into reality
• Be responsible for accurate forecasting and pipeline management within Gong and Salesforce
• Lead the creation of ROI models ahead of renewal conversations to justify the overall business case and spend
• Drive adoption that encourages self-service within the PolyAI platform, Agent Studio; lead 1toMany workshop activities to guide customers through the product and its features
• Employ innovative strategies and commercial levers to ensure on-time, positive renewal outcomes within your account portfolio
• Act as the voice of the customer internally, working with Customer Success and Deployment teams to drive product usage and ongoing quality of the virtual agent
• Build relationships with key customer teams in business units, operations, technology, finance and procurement
• Collaborate with PolyAI team members and leadership to provide insights on market conditions, product and solution performance, and brand acceptance

Your Experience

• Experience in marketing-type activities that require running virtual and in-person sessions for business and technical personas on how to get the best of the PolyAI platform
• Proven history in value-selling and fostering relationships at champion/decision-maker level, including executives, business, and technical leaders
• Sales experience with a call center operations background
• Previous AI experience within the space is nice to have
• Understand ROI modelling that supports business decisions around cost savings, revenue generation, improved CX and reduced wait times
• Successful results meeting/exceeding sales goals, revenue expansion, new product adoption and identifying new use cases
• Proven results in meeting and exceeding annual retention targets and booking quota
• Experience selling SaaS, system and performance software with ability to communicate analytical results
• Ability to understand and clearly communicate the benefits of complex, technical solutions to early adopters and visionaries at executive and team levels; knowledge of AI is a plus

Your Style

• Self-starter, able to balance multiple customer and internal priorities
• Energised to build out a scalable growth model within customer success
• Entrepreneurial spirit with a scrappy, competitive and optimistic outlook
• Education: Bachelor’s Degree required. Masters and technical degree is a plus

We offer competitive compensation based on experience, expertise, and the level of responsibility. This role also includes equity, giving you the opportunity to share in the long-term success of the business.

The listed expectations reflect what we're hiring for, so we encourage you to review the job description carefully.

Benefits

• Participation in the company’s employee share options plan
• 25 days holiday, plus bank holidays
• Flexible working from home policy
• Work from outside of the UK for up to 6 months each year
• TELUS Health EAP 24/7 for confidential support
• Enhanced parental leave
• Bike2Work scheme
• Annual learning and development allowance
• One-off WFH allowance to create a comfortable setup
• Company-funded fertility and family-forming programmes
• Menopause care programme with Maven
• Private healthcare and dental cover, gym discounts, and mental health programs

At PolyAI, we take pride in our values. Our core values are:

• Only the best – We hire and nurture excellence
• Ownership – We care deeply and take responsibility
• Relentlessly improve – Continuous, obsessive improvement
• Bias for action – Move quickly and deliver impact
• Disagree and commit – Understand and commit when a decision is made
• Build for people – Create experiences people enjoy

PolyAI is proud to be an equal-opportunity employer. We celebrate diversity and are committed to an inclusive environment for all employees. All employment decisions are based on business needs without regard to ethnicity, religion, sexual orientation, gender identity, family or parental status, national origin, neurodiversity status or disability status.

Privacy Notice for our recruitment process can be found by following the link provided during the application process.