Senior Customer Succes Manager

Soldo; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A forward-thinking spend management company in Greater London is seeking a Senior Customer Success Manager to manage enterprise customers. The role involves driving customer retention and expansion, ensuring clients achieve their desired outcomes. Candidates should have proven experience in a B2B SaaS environment, excellent relationship-building skills, and the ability to navigate complex organizations. The position provides competitive salary, flexible working options, and opportunities for genuine career development.

Benefits

Competitive salary

Private healthcare

Pension scheme

Flexible working options

60 days’ work anywhere

25 days off plus public holidays

2 volunteering days

Annual £500 learning budget

Employee Assistance Programme

Qualifications

• Proven experience as a Customer Success Manager in a B2B SaaS environment.
• Strong track record of achieving or exceeding expansion and retention targets.
• Experience managing a portfolio of enterprise customers.

Responsibilities

• Own and manage a portfolio of primarily enterprise customers.
• Drive customer retention and expansion revenue, achieving upsell targets.
• Conduct regular customer business reviews, providing insights into usage and value.

Skills

Relationship-building

Consultative approach

Presentation skills

Communication skills

Proficiency in CRM tools

Tools

Salesforce

Job description

Soldo is the proactive spend management solution that freesprogressive businesses to accomplish more.

Over 25,000 organisations across 31 countries use Soldo to

end slow, messy, and inefficient spending, bringing financial agility and

control over every expense. Soldo frees finance with a uniquely proactive

approach to managing decentralised spending.

By combining a powerful spend management platform, a

user-friendly app, and versatile payment methods, Soldo automates expense admin

to eliminate inefficiency in managing business spending.

By proactively managing decentralised spend, organisations

empower employees to spend when and where it's needed, keeping productivity

high while avoiding month-end surprises.

Founded in 2015 by Italian digital innovator Carlo

Gualandri, Soldo is headquartered in London, with offices in Dublin, Milan, and

Rome.

We’re looking for people with big ambitions, cool heads,

sharp minds, and warm hearts. Come and join us as we grow together.

What's in it for you

• Competitive salary
• Private healthcare for you and your family
• Pension scheme
• Flexible working options including working from home and our Marylebone office
• 60 days’ work anywhere, even outside the UK if you want
• 25 days off a year, plus public holidays as well as Christmas Eve and New Years' Eve
• 2 volunteering days and an extra day off on your birthday
• Genuine career development opportunities, including our mentoring scheme, your own annual £500 learning budget
• Employee Assistance Programme and wellbeing portal

The Role

We are seeking a Senior Customer Success Manager (CSM) who

will be responsible for managing a portfolio of primarily enterprise customers,

ensuring they achieve maximum value from Soldo. As a CSM, you will be a

strategic advisor, a trusted partner, and a proactive commercial driver-helping

customers optimise their spend management processes while achieving their

financial goals.

You will report to the Customer Success Team Lead, playing

a pivotal role in driving customer retention, expansion, and adoption. You will

own revenue targets related to customer expansion and work closely with

Pre-Sales, Onboarding, and Professional Services teams to ensure a seamless

customer journey.

This is an excellent opportunity for a driven CSM who

thrives in a fast-paced, customer-centric SaaS environment.

Responsibilities

• Own and manage a portfolio of primarily enterprise customers, ensuring they achieve their desired outcomes with Soldo.
• Drive customer retention and expansion revenue, achieving or exceeding upsell quota targets.
• Navigate large customerorganisations, engaging and developing trusted relationships with senior customer stakeholders, including CFOs, Finance Directors, and Operational Leads.
• Conduct regular customer business reviews (CBRs), providing shared insights into usage, value achieved, and opportunities for further adoption.
• Identify and execute expansion opportunities, positioning Soldo’s capabilities to meet evolving customer needs.
• Collaborate with Sales, Pre-Sales and Onboarding teams to ensure smooth customer handovers and effective adoption.
• Work closely with Product Development and Business Innovation teams to capture customer feedback, share market insights, and inform product enhancements.
• Respond to customer inquiries and resolve customer challenges ensuring a positive customer experience.
• Proactively monitor customer health, identifying any potential churn risks and executing playbooks to mitigate them.
• Accurately forecast expansion requirements from your portfolio, maintaining clean and up-to-date records in Salesforce and other tools.
• Champion customer success best practices, continuously improving your approach to customermanagement.

We're looking for someone who must have

• Proven experience as a Customer Success Manager in a B2B SaaS environment.
• Strong track record of achieving or exceeding expansion and retention targets, with direct ownership of customer revenue metrics.
• Experience managing a portfolio of enterprise customers.
• Consultative approach to identifying pain points in the customer’s processes and positioning adoption and expansion opportunities.
• Skilled at articulating complex value propositions, translating product capabilities into measurable customer outcomes.
• Proficient at navigating complex customerorganisations, identifying champions, and driving pervasiveness of the Soldo platform.
• Excellent relationship-building skills, with confidence engaging senior stakeholders (, CFOs, Finance Directors).
• Strong presentation and communication skills—able to lead strategic customer reviews and deliver compelling value propositions.
• Experience with structured success methodologies (, CBRs, Success Plans) and sales methodologies (, Challenger Sale, MEDDPICC).
• Comfortable collaborating with cross-functional teams, including Pre-Sales, Onboarding, Professional Services, Product Development, and Marketing.
• Proficient in using CRM tools (, Salesforce) to manage accounts, track opportunities, and maintain forecast accuracy.
• Positive, proactive, and customer-obsessed, with a strong sense of ownership and accountability.