Senior Customer Success Manager

Inventum Group; London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading SaaS organization is seeking a Senior Customer Success Manager in London to manage strategic accounts and ensure client satisfaction. The role involves building relationships with senior stakeholders, implementing customer success practices, and advocating for client needs.

Qualifications

• 5+ years experience in customer success or account management within a B2B SaaS environment.
• Proven track record managing strategic accounts in the £25k to £100k+ range.
• Experience with HR, L&D, or Talent stakeholders.

Responsibilities

• Manage the full customer lifecycle for large enterprise accounts.
• Lead onboarding and training for successful client launches.
• Conduct regular check-ins and Quarterly Business Reviews (QBRs).

Skills

Customer Success

Account Management

B2B SaaS Experience

Stakeholder Engagement

People Development

Job description

Senior Customer Success Manager

Our client is a mission-led, fast-scaling SaaS organisation delivering an innovative platform designed to support employee personal development, and organisational engagement. With global clients across multiple sectors, the platform enables businesses to run powerful programs that foster growth, retention, and connection.

Backed by recent investment and entering a new phase of strategic expansion, the company is now seeking a Senior Customer Success Manager to join their team and lead relationships with key enterprise clients.

The Opportunity

This is a fantastic opportunity to step into a high-impact role managing a portfolio of strategic, high-value accounts. As the Senior Customer Success Manager, you'll work closely with senior HR, L&D, and Talent stakeholders to ensure successful implementation, ongoing engagement, and long-term client satisfaction.

You'll be central to shaping and improving customer success practices, with a pathway toward a leadership for the right candidate.

Key Responsibilities

• Manage the full customer lifecycle for a portfolio of large enterprise accounts
• Lead onboarding and training to ensure clients launch successfully and with confidence
• Build and maintain strong relationships with senior client stakeholders across HR & L&D Talent functions
• Design and execute strategic success plans tailored to customer goals
• Conduct regular check-ins and Quarterly Business Reviews (QBRs), sharing insights and results
• Collaborate with internal teams (sales, product, support) to advocate for customer needs
• Proactively identify risks and opportunities to drive retention and growth
• Contribute to the evolution of customer success tools, processes, and documentation

About You

• You will probably have 5 years + experience in customer success or account management within a B2B SaaS environment
• Proven track record managing strategic accounts in the £25k to £100k+ range
• Experience working with senior HR, L&D, or Talent stakeholders
• Passion for people development, employee experience, or wellbeing

Inventum Group is acting as an Employment Agency in relation to this vacancy.