Interim Strategic Customer Success Manager

Gofractional; Greater London; On-site; GBP 40,000 - 55,000; Full time

Benefits offered by this job

Company Equity Scheme

Job summary

Gofractional in London is seeking a Strategic Customer Success Manager for a 14-month fixed-term contract. You will own the retention and expansion of a mid-market LandTech portfolio, driving NRR with high-touch onboarding and proactive churn mitigation.

You will collaborate with Product and Marketing to relay customer insights and identify upsell opportunities, ensuring long-term ROI. The role requires 3+ years in customer success or account management, strong stakeholder management, and a

Qualifications

• 3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment.
• Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR and GRR.
• Experience managing the full commercial lifecycle, including renewal negotiations, contract execution, and upsell opportunities.

Responsibilities

• Own the full customer lifecycle for mid-market LandTech customers.
• Deliver against core metrics—NRR—balancing churn mitigation with expansion opportunities.
• Act as trusted advisor across stakeholders to align platform capabilities with customer goals.
• Lead renewal negotiations and ensure timely contract execution and payment.
• Develop data-driven account plans to maximise ROI and identify expansion opportunities.

Skills

Account Management

Customer Success

Renewal negotiations

Stakeholder management

Data-driven portfolio management

High-Touch onboarding

Churn mitigation

Usage analytics

Cross-functional collaboration

Product/Marketing feedback

Tools

CRM systems

Customer Success tooling

Job description

Who you are

• 3+ years in Account Management or Customer Success role within a B2B SaaS or high-growth technology environment
• Proven track record of hitting retention and expansion targets, specifically managing metrics such as NRR (Net Revenue Retention) and GRR (Gross Revenue Retention)
• Experience managing the full commercial lifecycle, including leading independent renewal negotiations, contract execution, and identifying upsell opportunities
• Demonstrated ability to "multithread" across complex organisations, building relationships with diverse stakeholder groups from end-users to C-suite executives
• Data-driven approach to portfolio management, with experience using usage analytics and health scoring to proactively mitigate churn risks
• Experience in "High-Touch" onboarding, leading goal-setting sessions and driving early product adoption to ensure long-term ROI
• Excellent communication and feedback skills, acting as a bridge between the customer and internal Product/Marketing teams to influence the product roadmap
• Strong familiarity with CRM systems and modern Customer Success tooling

What the job involves

• We are looking for Strategic Customer Success Manager to join us on a 14-month fixed-term contract. This is a commercial role accountable for the retention and expansion of a portfolio of mid-market LandTech customers
• This role owns the full customer lifecycle, from driving early-stage adoption to leading renewal negotiations. You are responsible for delivering against core performance metrics—specifically NRR—by balancing proactive churn mitigation with the identification of new expansion opportunities
• You will act as a strategic "trusted advisor," multithreading across stakeholder groups to align platform capabilities with customer business goals. By leveraging usage data and high-touch engagement, you will ensure long-term ROI for your clients while providing a critical feedback loop to internal Product and Marketing teams to inform future business strategy
• Deliver against core retention metrics, including Net Revenue Retention (NRR), Gross Revenue Retention (GRR), and Logo Retention, for a portfolio of mid-market organisations
• Manage all commercial aspects of the customer relationship, leading independent renewal negotiations and ensuring timely contract execution and payment
• Develop and nurture "trusted advisor" relationships, multithreading across complex stakeholder groups to build internal champions and ensure broad organisational alignment
• Lead customer onboarding and goal-focused sessions to drive immediate proficiency, ensuring key adoption metrics are met, and product value is recognised early
• Continuously monitor usage data and customer sentiment to identify, respond to, and mitigate churn risks before they impact the renewal cycle
• Create and execute data-driven account plans for key customers, aligning their business goals with platform capabilities to maximise ROI
• Strategically review your Book of Business (BoB) to identify, demo, and secure expansion opportunities and new offerings that provide additional value to the customer
• Conduct regular, high-touch engagement sessions to report on success measures, advise on increasing utilisation, and unlock further value for diverse audiences
• Accurately forecast and deliver against portfolio metrics, maintaining high levels of agility while managing multiple customer needs simultaneously
• Act as a feedback loop between customers and internal teams (Product, Marketing), providing actionable insights to inform future product development and business strategy

Compensation

• £40-55k
• Company Equity Scheme
• Fixed-term contract (14 months)
• Mid and Senior level
• London location