Senior Customer Success Manager

As a Senior Customer Success Manager, you are a leader in driving customer success and achieving impactful results throughout the product lifecycle.

What You’ll Do

1. Lead customers through digital transformation with a clear understanding of their objectives and key performance indicators (KPIs)
2. Maximise value realisation and return on investment from client’s solutions and services
3. Increase solution adoption and usage through the development of structured success plans
4. Build strong, positive relationships at senior levels—including C-suite—within some of the UK’s largest organisations
5. Contribute to account strategy planning and the development of success plans to drive customer loyalty and advocacy, while minimising attrition
6. Track account performance, proactively manage critical issues, and execute action plans to ensure swift resolution
7. Cultivate and grow relationships within client’s strategic portfolio of multi-solution, multi-brand clients, becoming a trusted senior-level partner
8. Develop a robust post-sales strategy for your accounts, ensuring customers realise maximum value from their investment in client’s solutions
9. Provide thought leadership and domain expertise across client’s Customer Success organisation, clients, and European Customer Success team
10. Collaborate effectively with client’s Sales, Marketing, Solution Consulting, and Professional Services teams
11. Demonstrate leadership by initiating and driving retention and growth initiatives that deliver value, ensuring scalability, innovation, and customer delight
12. Act as an ambassador for the CSM organisation
13. Support the recruitment, onboarding, and development of new members within the Customer Success Team

What You’ll Need

1. Bachelor’s or Master’s degree
2. A minimum of 5 years’ experience in post-sales account management within Digital Marketing (e.g., analytics, optimisation/conversion, and/or social). Candidates with a background in pre-sales, marketing/creative agencies, or consulting will also be considered
3. Strong expertise in Digital Marketing Solutions and a solid understanding of client’s competitive landscape
4. A proven track record in managing a portfolio of large, complex, and strategic accounts at a senior level, building trusted advisor relationships
5. Demonstrated success in driving customer retention strategies, with high retention rates and customer satisfaction
6. Excellent verbal and written communication skills
7. Advanced issue management capabilities and experience handling high-impact challenges
8. Strong problem-solving skills with the ability to identify and address ill-defined or ambiguous issues
9. Confident presenter, able to engage effectively with stakeholders at all levels
10. Personable, resilient, results-driven, and highly self-motivated
11. Adaptable and self-aware, with the confidence to hold themselves and others accountable to high standards

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.

Client Description

A multinational cloud-based software company specialising in a series of products designed to drive creative innovation across multimedia. Used by millions around the world for personal and professional use across all industries.

Aquent is dedicated to improving inclusivity & is proudly an equal opportunities employer. We encourage applications from under-represented groups & are committed to providing support to applicants with disabilities. We aim to provide reasonable accommodation for any part of the employment process, to those with a medical condition, disability or neurodivergence.