Senior Customer Success Manager

Xelix; London; Hybrid; GBP 50,000 - 80,000; Full time

Job summary

Join a dynamic and innovative company as a Senior Customer Success Manager, where you will play a pivotal role in ensuring customer satisfaction and driving product adoption. This position offers the opportunity to work closely with top-tier clients, leveraging your expertise to enhance their experience and success with cutting-edge AI solutions. You'll be part of a collaborative team that values your insights and contributions, working in a flexible and supportive environment. If you're passionate about customer success and eager to make a meaningful impact, this role is perfect for you.

Benefits

27 days annual leave

Hybrid working

Private medical & dental cover

Enhanced parental leave pay

Learning & development budget

Team socials & activities

Annual team retreat

On-site gym

Dog-friendly office

Carbon-neutral company

Qualifications

• 2+ years in Customer Success or Sales in a tech environment.
• Experience managing complex enterprise customers with high ACVs.

Responsibilities

• Act as a consultant for high-tier customers and advise on success metrics.
• Monitor customer health and proactively identify churn risks.
• Collaborate with teams to find the best product solutions.

Skills

Customer Success Management

Sales

Project Management

Analytical Skills

Problem Solving

Relationship Building

Time Management

Job description

About us

We’re Xelix, an AI-powered Control Centre for Accounts Payable teams. We work with some of the largest global companies to automate and enhance their financial control processes. At the heart of our product, we leverage machine learning techniques developed by our AI Engineering team to provide a more sophisticated offering than existing solutions.

Things are going really well for us - we raised our Series A funding round from top investors, we’ve grown our team to almost 100, and we’ve won industry awards for our products.

About the role

We are looking for an experienced and hands-on Senior Customer Success Manager to join our fast-growing scale up.

What you'll be doing

• Act as a consultant to some of our highest-tier customers; advising them on success metrics, measuring & presenting these metrics & wider value realisation in Executive Reviews.
• Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.
• Consistently monitoring customer health & engagement. Proactively identifying churn risk and engaging internal stakeholders.
• Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders to drive change across the organisation.
• Proactively triage technical and non-technical queries and identify solutions with efficiency.
• Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.
• Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap.
• Communicate product deliverables and timelines to customers.
• Work collaboratively with the commercial and technical teams to find the best product solutions.
• Work with the other CSMs, founders and commercial teams on strategic topics e.g., market trends & competitor analysis

What you’ll bring

• You have at least 2 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast-paced tech company.
• You have ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels.
• You have a proven track record of identifying at-risk customers and driving complex resolution plans.
• You are a speedy learner with the ability to grasp new technologies, product features & processes quickly and use that knowledge to educate your customers.
• You are a good time manager & well-practised at prioritization, maximizing both your own time and that for others.
• You have strong attention to detail, with experience managing multiple complex work streams at once.
• You are confident, high energy and personable with proven success of building relationships.
• You have proven success in managing cross-sells, upsells and renewals without assistance.
• You have robust analytical and problem-solving skills.
• You’re a “do-er”, excited to make a difference and are passionate about delivering exceptional customer experiences.

What we offer in return

Competitive salary

️ 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days

Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym

Comprehensive private medical & dental cover with Vitality

Enhanced parental leave pay

Learning & development culture – £500 personal annual budget

We’re carbon-neutral and are working towards ambitious carbon reduction goals

Lots of team socials & activities

️ Annual team retreat

Want to learn more?

• About us
• Xelix blog
• Xelix news
• Xelix glassdoor

We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!

If you're a recruiting agency - we have an existing list of agencies we work with and we are not currently planning on expanding the list. Neither the Talent team nor hiring managers or the Support team will respond to cold outreach.

This is a full-time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.