Senior Customer Success Manager

Primis; Greater London; On-site; GBP 70,000 - 90,000; Full time

Benefits offered by this job

Competitive salary + bonus

Equity participation

Enhanced benefits package

Job summary

Primis is seeking a Senior Customer Success Manager based in London to manage and grow relationships with strategic enterprise customers across EMEA. This role focuses on driving adoption of a high-impact data platform and ensuring long-term success for customers. The ideal candidate has over three years of experience in customer success, with a solid understanding of data and SaaS environments. Competitive salary, bonus, and equity participation are offered, along with enhanced benefits.

Qualifications

• 3+ years in Customer Success, Account Management, or Solutions Consulting within enterprise SaaS.
• Experience working with large, complex, global customers.
• Strong understanding of data, martech, CDPs, or adjacent technical platforms.

Responsibilities

• Build deep, trusted relationships with senior stakeholders.
• Partner with customers to define and execute data‑driven success strategies.
• Drive adoption of the platform across various teams.

Skills

Customer Success

Account Management

Solutions Consulting

Data Understanding

Retention Strategies

Commercial Mindedness

Job description

Location: London (On-site 4 days a week)

Type: Full-time

Overview

This platform underpins some of the most advanced customer engagement strategies globally, trusted by leading enterprise brands such as Airbnb, Spotify, NBCUniversal, JetBlue, Marks & Spencer, and ASOS. Operating at significant scale, it processes billions of transactions each year and enables real‑time interactions for hundreds of millions of consumers. Backed by a global organisation of 700+ employees across North America, EMEA, and APAC, the business combines the pace of a high‑growth scale‑up with the backing and infrastructure of a well‑established international company. Deeply embedded within clients’ technology stacks, it acts as a mission‑critical layer for managing and activating customer data – powering everything from acquisition and onboarding through to retention, personalisation, and lifetime value optimisation.

Why This Opportunity Stands Out

• Operates in the high‑growth CDP and data activation market, one of the most in‑demand areas in SaaS
• A market‑leading platform trusted by global enterprise brands
• Strong product‑market fit, with clear ROI for customers (driving revenue, retention, and personalisation at scale)
• Backed by advanced AI and machine learning capabilities, enabling real‑time decisioning
• Significant post‑merger momentum, unlocking new cross‑sell opportunities and accelerating growth
• Exposure to complex, high‑value enterprise customers and strategic use cases

The Role

As a Senior Customer Success Manager or Customer Success Manager (there are 2 roles), you will own and grow relationships with a portfolio of strategic enterprise customers across EMEA.

You will act as a trusted advisor, helping customers unlock the full value of a powerful data platform while driving adoption, expansion, and long‑term success. This is a highly commercial CSM role with clear impact on revenue growth.

Key Responsibilities

• Build deep, trusted relationships with senior stakeholders across enterprise accounts
• Partner with customers to define and execute data‑driven success strategies aligned to business goals
• Drive adoption of the platform by enabling high‑impact use cases across marketing, product, and data teams
• Identify and deliver expansion opportunities across products, features, and use cases
• Lead strategic business reviews, demonstrating ROI and aligning on future growth plans
• Collaborate closely with Sales, Solutions, and Product teams to deliver a seamless customer experience
• Act as the voice of the customer internally, influencing product innovation

Requirements

• 3+ years in Customer Success, Account Management, or Solutions Consulting within enterprise SaaS
• Experience working with large, complex, global customers
• Strong understanding of data, martech, CDPs, or adjacent technical platforms
• Commercially minded with a track record of driving retention and expansion
• Ability to translate data and platform capabilities into tangible business outcomes
• Comfortable operating in a fast‑paced, high‑growth environment

What Success Looks Like

• High retention and expansion across enterprise accounts
• Strong platform adoption and measurable customer outcomes
• Growth in strategic, high‑value use cases
• Long‑term, trusted partnerships with customers
• High‑performance, high‑growth environment with strong momentum
• Collaborative, ambitious, and product‑focused culture
• Clear progression opportunities in a scaling business
• Strong emphasis on innovation, ownership, and impact
• Competitive salary + bonus
• Equity participation
• Enhanced benefits package
• Opportunity to work with leading global brands
• Exposure to cutting‑edge AI and data technology