Senior Customer Success Manager

Ideagen; Ruddington; Hybrid; GBP 60,000 - 80,000; Full time

Benefits offered by this job

Benefits at Ideagen

Job summary

Ideagen is seeking an experienced Senior Customer Success Manager to act as a trusted advisor for our highest-value enterprise customers. In this hybrid role from Ruddington, you will work closely with clients to maximize the value of Ideagen solutions and ensure customer satisfaction.

Your responsibilities include managing customer portfolios, building relationships with senior stakeholders, and delivering long-term strategic account plans. Ideal candidates possess a strong background in customer success and account management.

Qualifications

• Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles.
• Strong track record managing large, complex customer portfolios.
• Excellent communicator with strong presentation and stakeholder management skills.

Responsibilities

• Manage a portfolio of high‑value enterprise customers on Premier Success Plans.
• Build trusted relationships with senior stakeholders, including C‑suite executives.
• Drive customer retention and expansion, achieving GRR and NRR targets.

Skills

Customer Success

Account Management

SaaS

Consulting

Stakeholder Management

Strategic Planning

Analytical Skills

CRM Proficiency

Tools

Salesforce

Job description

Salary - To be discussed at next stage

We are currently seeking an experienced and strategic Senior Customer Success Manager to join our team. In this role, you’ll act as a trusted advisor to our highest-value enterprise customers, helping them maximise the value of your Ideagen solutions while driving retention and growth.

Role Purpose

• Location: Ruddington, Nottinghamshire
• Level: Senior Manager
• Department: Customer
• Working Pattern: Hybrid/Flexible
• Benefits: Benefits at Ideagen

Responsibilities

• Manage a portfolio of high‑value enterprise customers on Premier Success Plans
• Build trusted relationships with senior stakeholders, including C‑suite executives
• Develop and deliver long‑term strategic account plans aligned to customer goals
• Act as the primary point of contact for escalations, renewals, and growth opportunities
• Lead complex, multi‑product implementations and transformation initiatives
• Drive customer retention and expansion, achieving GRR and NRR targets
• Identify and generate new revenue opportunities within existing accounts
• Conduct executive business reviews, demonstrating ROI and value delivered
• Maintain accurate account activity and insights within Salesforce
• Partner with Sales, Marketing, and Product teams to align on strategy and messaging
• Lead cross‑functional collaboration to resolve challenges and support customer success
• Provide mentorship to Customer Success Managers and support team development

Skills And Experience

• Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles
• Strong track record managing large, complex customer portfolios (multi‑million value)
• Confident engaging and influencing senior stakeholders and executive audiences
• Experienced in delivering strategic account plans and driving long‑term customer value
• Commercially minded, with a strong focus on retention, growth, and ROI
• Highly analytical, with the ability to interpret data and inform decision‑making
• Excellent communicator with strong presentation and stakeholder management skills
• Comfortable leading complex projects, transformations, and cross‑functional initiatives
• Proficient with CRM and customer success platforms, with strong data discipline
• Ambitious, proactive, and driven to deliver exceptional customer outcomes

About Ideagen

Ideagen is the invisible force behind many things we rely on every day – from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. Millions of people are kept safe using Ideagen software. We have offices worldwide, including America, Australia, Malaysia, and India.