Senior Customer Success Manager, Enterprise

Klue; London; Hybrid; GBP 50,000 - 90,000; Full time

Job summary

An established industry player is seeking a Senior Customer Success Manager to enhance customer value and satisfaction through effective platform adoption. This role involves acting as a trusted advisor, managing complex customer environments, and influencing key stakeholders to ensure a world-class enablement program. With a focus on metrics like platform adoption and customer ROI, you will be part of a high-performing team that values inclusivity and diverse experiences. Enjoy the flexibility of a hybrid work model while contributing to innovative solutions in market intelligence.

Benefits

Competitive salary and stock options

Flexible time off

Direct access to leadership

High-performing team environment

Qualifications

• Passionate about championing the customer and building relationships.
• Skilled in managing high-touch engagements and change management.

Responsibilities

• Develop and maintain product expertise across multiple use cases.
• Advise customers to create actionable content and manage at-risk scenarios.

Skills

Customer Relationship Management

Change Management

SaaS Metrics Monitoring

Content Quality Management

Job description

Senior Customer Success Manager, Enterprise

Pay: Competitive

Location: London/England

Employment type: Other

Job Description

• Req#: 64a6ba8b-9774-4265-bf80-ccb33b9404fd

About the Role

As a Senior Customer Success Manager at Klue, you will maximize customer value and minimize churn through platform adoption, ensuring high customer satisfaction and growth. You will own the customer experience and business outcomes, focusing on content quality and adoption.

Key Responsibilities

• Develop and maintain product expertise across multiple use cases and user personas to act as a trusted advisor.
• Advise customers with complex, multi-product environments to create actionable content.
• Influence and build trust with customers, including senior stakeholders, to maintain a world-class enablement program.
• Manage and resolve at-risk scenarios effectively.
• Understand and monitor key SaaS metrics relevant to Klue and your book of business.

Success Metrics

Leading indicators include platform adoption, content quality, customer advocacy, and expansion pipeline. Lagging indicators include GRR, NRR, logo retention, and customer ROI.

Ideal Candidate

• Passionate about championing the customer.
• Skilled at building relationships and trust.
• Energized by high-touch engagements.
• Tenacious and resilient.
• Interested in mastering change management and software adoption strategies.

Benefits

• Competitive salary and stock options.
• Flexible time off to promote wellness.
• Direct access to leadership, including the CEO.
• Part of a high-performing, celebratory team.

We value potential and diverse experiences. If you believe you are a good fit, even if your background differs, please apply and share why. We are committed to an inclusive environment and support accessibility throughout our hiring process. Our work model is hybrid, combining remote and in-office work.

Learn more about us: Pay Up For Progress, 50-30 Challenge, Klue Blog, and more.

Klue provides market and competitive intelligence software that supports competitor research and sales enablement for B2B teams.