Senior Customer Success Manager

CareScribe Ltd.; West of England; Hybrid; GBP 50.000 - 55.000; Vollzeit

Benefits dieser Stelle

25 days holiday (rising to 30)

Parental leave

Pension

Sick pay

Wellbeing support

Learning allowance

Work Away days

Caption.Ed & TalkType access

Volunteer days

Team socials

Charity donations

Dog-friendly office

Zusammenfassung

CareScribe Ltd. is seeking a Senior Customer Success Manager to own and grow a portfolio of our largest global enterprise customers from onboarding through renewal.

You will set growth plans, build your pipeline for upsell and cross-sell, and close deals to expand ARR and improve net revenue retention. You’ll ensure customers see clear value and return, shape playbooks as the team grows, and coach colleagues to raise the overall level of customer excellence across the business.

Qualifikationen

• Track record of owning renewals and building/closing a self-generated pipeline across strategic enterprise accounts.
• Senior-level experience in B2B SaaS with complex multi-stakeholder buying groups.
• Measurable results such as expansion ARR, NRR or retention.
• Strong commercial acumen; confident negotiating and closing contracts with budget holders and senior decision makers.
• Built trusted advisory relationships with customers and senior stakeholders from day one.
• Coached and mentored other CSMs to raise team capability.

Aufgaben

• Renewals end to end, from planning and negotiation to signature, against retention targets.
• Identify risk early, implement mitigation plans, and maintain accurate ARR forecasts.
• Own expansion strategy, use adoption data to find growth opportunities, and close upsell/cross-sell.
• Build and manage your pipeline and present a compelling business case for additional products.
• Lead strategic account plans with growth targets and conduct regular business reviews.

Kenntnisse

Renewals ownership

Pipeline building

Enterprise SaaS experience

Commercial acumen

Stakeholder management

Coaching

Tools

HubSpot

Jira

Pendo

Jobbeschreibung

Base salary: £50,000–£55,000 depending on experience (rising to £60,000 as you develop in the role) + 25% OTE

Location: Bristol office-based, hybrid (2 days a week in the office). You’ll need to live within commuting distance of Bristol.

At CareScribe, we’re building the foundations for more inclusive, neurodiverse-friendly spaces.

Our ambition is to become a trusted partner for organisations, combining technology, knowledge, and enablement to make inclusion work in real life, every day. Not just through individual adjustments, but through systems, tools, and confidence that scale.

Everything we build is grounded in real user needs and lived experiences. We believe organisational trust is earned through genuine adoption, measurable outcomes, and products that people truly value.

We’re now looking for a Senior Customer Success Manager to own and grow our largest, most strategic enterprise customers.

A note from the hiring manager

Hi, I’m Chris Dring, Head of Customer Experience. This is a highly commercial role, and I’m looking for someone who owns the number across a strategic portfolio, finds and closes growth in their accounts, and sees renewals and expansion as the natural result of the value they deliver.

We have a clear strategy to grow the B2B side of our business, and this role is critical to delivering it. You’ll have genuine influence from day one, and you’ll own your outcomes, knowing the team has your back and the best idea wins, regardless of seniority.

About the role

You’ll own a portfolio of around 10 of our largest global enterprise customers, from onboarding through to renewal, and be accountable for growing the revenue they bring. You’ll set the growth plan for each account, build your own pipeline of upsell and cross-sell opportunities, and close them through to contract signature, against agreed ARR expansion and NRR targets.

Alongside that, you’ll make sure every customer clearly sees the value and return they’re getting from us. That’s what makes renewals straightforward and growth possible.

As the most senior CSM in the team, you’ll help shape how we work as we grow, from playbooks and processes to sharing what works, and you’ll coach and support others along the way.

In this role, success means growing ARR across your portfolio and hitting your expansion and retention targets. Renewals are planned early and closed on time, risks are dealt with before they escalated, and customers see you as a strategic partner who helps them get more from CareScribe.

What you’ll be doing

Renewing and protecting revenue

• Own renewals end to end, from early planning and negotiation through to signature, against agreed retention targets.
• Spot risk early, put plans in place to address it, and keep an accurate forecast of retained, at-risk and growing ARR.

Growing your accounts

• Own the expansion strategy for each account, using adoption and usage data to find growth opportunities.
• Build and manage your own pipeline of upsell and cross-sell opportunities, and close them through to contract signature.
• Build the commercial case for additional products and services with budget holders and decision makers.

Planning your accounts

• Build and run strategic account plans for each customer, with clear growth targets, objectives and success measures.
• Lead regular business reviews with senior stakeholders, reporting on value delivered and the opportunities ahead.

Driving adoption and value

• Lead onboarding for new strategic accounts, tailoring the journey to deliver early value.
• Find and back the champions who spread adoption across teams, and run training that opens up wider use across the organisation.
• Share what you’re hearing, and the data behind it, with Product, Marketing and Sales, so customer needs shape what we build and how we sell.

About you

You’ll likely be a great fit if you have:

• A track record of owning renewals and building and closing a pipeline of self-generated expansion opportunities, against personal revenue targets, across a portfolio of strategic enterprise accounts
• Senior-level experience in B2B SaaS, managing enterprise customers with complex, multi-stakeholder buying groups
• Measurable results to show for it, such as expansion ARR, NRR or retention
• Strong commercial acumen, and confidence negotiating and closing contracts with budget holders and senior decision makers
• Built trusted advisor relationships with customers and senior stakeholders, from day-to-day champions to decision makers
• Coached and mentored other CSMs, sharing expertise to raise the capability of the wider team

It’s a bonus if you

• Know your way around HubSpot, Jira or Pendo
• Have managed global accounts across multiple regions
• Bring an interest in or experience of neurodiversity, accessibility or workplace inclusion

Working at CareScribe

Our Senior Customer Success Manager base salary is £50,000–£55,000 depending on experience (rising to £60,000 as you develop in the role), plus 25% OTE.

We want CareScribe to be a place where people can do great work, grow their careers, and feel supported. We offer:

• Transparent pay and progression frameworks linked to development and impact
• 25 days holiday (rising to 30) plus bank holidays, with the option to buy more
• Up to 16 weeks’ full pay and 8 weeks’ half pay parental leave (up to 6 weeks for partners)
• 5% employer pension contribution, with the option to salary sacrifice
• Company sick pay: 4 weeks at full pay and 4 weeks at half pay
• Spill mental wellbeing support and Health Shield cash plan
• £250 annual learning allowance
• 10 “Work Away” days each year
• Free access to Caption.Ed and TalkType for friends and family
• Two paid volunteer days
• Team socials, away days, and a dog-friendly office
• Matched charity donations

Location

This role needs you in our Bristol office at least two days a week. We can only consider applications from people who already live within commuting distance, or who are actively in the process of relocating to the Bristol area. If you’re relocating, please let us know where you are in the move when you answer the application questions.

Right to work in the UK

This role is open to candidates who already have the right to work in the UK. We’re not able to offer visa sponsorship.

Equal opportunities

CareScribe is committed to building a diverse, inclusive, and supportive workplace. We want everyone here to feel valued, respected, and able to do their best work.