Senior Enterprise CSM — Drive Growth & Renewals

CareScribe Ltd.; West of England; Hybrid; GBP 50,000 - 55,000; Full time

Benefits offered by this job

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

Job summary

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.

Qualifications

• 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.

Responsibilities

• 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.

Skills

Renewals ownership

Pipeline building

Enterprise SaaS experience

Commercial acumen

Stakeholder management

Coaching

Tools

HubSpot

Jira

Pendo

Job description

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.