Senior Mid-Market Customer Success Manager, EMEA

Iterable; Greater London; Hybrid; GBP 65,000 - 85,000; Full time

Job summary

A customer engagement technology firm seeks a Senior Customer Success Manager to oversee relationships with high-value Mid Market customers. This role involves ensuring customer satisfaction, overseeing onboarding, and driving usage of Iterable's platform. Exceptional communication skills and experience with ERP software are required. The ideal candidate will thrive in a fast-paced environment to maintain client satisfaction and retention while addressing any issues that arise.

Benefits

Competitive salary

Meaningful equity

Comprehensive Private Medical Insurance

Balance Days (additional paid holidays)

Paid parental leave

Fertility & Adoption Assistance

Paid Sabbatical

Flexible PTO

Monthly Employee Wellness allowance

Monthly Professional Development allowance

Complete laptop workstation

Qualifications

• Willingness to travel up to 25% of the time.
• Significant experience with email marketing, push, or SMS software.

Responsibilities

• Proactively manage a book of Mid Market level Iterable customers.
• Ensure customers have a smooth onboarding and implementation phase.
• Forecast retention and growth across your book of business.

Skills

Exceptional communication and interpersonal skills

Understanding technical concepts

Desire to teach new customers about the platform

Passion for startups and SaaS products

Tools

Email marketing software

SMS software

APIs

HTML

CSS

Javascript

Job description

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin SeatGeek Priceline Calm and Box create dynamic individualized experiences at scale. Our platform empowers organizations to activate customer data design seamless cross‑channel interactions and optimize engagementall with enterprise‑grade security and compliance. Today nearly 1200 brands across 50 countries rely on Iterable to drive growth deepen customer relationships and deliver joyful customer experiences.

Our success is powered by extraordinary people who bring our core valuesTrust Growth Mindset Balance and Humilityto life. We foster a culture of innovation collaboration and inclusion where ideas are valued and individuals are empowered to do their best work. Thats why weve been recognized as one of Incs Best Workplaces and Fastest Growing Companies and were recognized on Forbes list of Americas Best Startup Employers in 2022. Notably Iterable has also been listed on Wealthfronts Career Launching Companies List and has held a top 10 ranking on the Top 25 Companies Where Women Want to Work.

With a global presenceincluding offices in San Francisco New York Denver London and Lisbon plus remote employees worldwidewe are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Lets shape the future of customer engagement together!

Position Overview

As a Senior Customer Success Manager you will be responsible for the relationship with high‑value Mid Market customers. You will be tasked with making sure they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. The role is ideal for an individual with very strong executive communication skills and experience navigating large organizations to identify key stakeholders. This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

One of our core values is a growth mindset and Iterable is a company where everyone can grow. If this is a role that excites you please do apply as we value applicants for the skills they bring beyond a job description.

Responsibilities

• Proactively manage a book of Mid Market level Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Forecast retention and growth across your book of business working closely with your Customer Account Manager (CAM) partner on expansion opportunities
• Work with the Support team and other cross functional teams to triage any issues faced by your customers
• Understand how customers are using the product and find ways for them to use it more effectively to increase ROI
• Lead regularly scheduled check‑ins produce EBRs (may require onsite travel) and drive client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client

Qualifications

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem‑solve
• Desire to teach new customers about the platform
• Passion for startups software and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing push or SMS software
• Familiarity with technologies like APIs HTML CSS and Javascript

Perks & Benefits

• Competitive salary meaningful equity & pension
• Comprehensive Private Medical Insurance
• Balance Days (additional paid holidays)
• Paid parental leave
• Fertility & Adoption Assistance
• Paid Sabbatical
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance
• Complete laptop workstation

Recruitment Disclaimer

Please be aware that Iterable Inc. (Iterable) and our official professional recruiting agencies and platforms do not :

• Send job offers from free email services like Gmail Yahoo mail Hotmail etc.
• Request money fees or payment of any kind from prospective candidates to apply to Iterable for employment or for the recruitment process (e.g. for home office supplies or training etc.).
• Request or require personal documents like bank account details tax forms or credit card information as part of the recruitment process prior to the candidate signing an engagement letter or an employment contract with Iterable.

You may see all job vacancies on our official Iterable channels :

Official Iterable website Careers page : LinkedIn Jobs page : is not affiliated in any way to these impostors and we hereby confirm that such individuals / entities are not authorized encouraged or sponsored to act on behalf of Iterable. Such job opportunities are entirely fake and not valid. Therefore please disregard any written or oral request for a job offer or an interview that you believe is or might be fraudulent or suspicious and immediately reach out to us via email at upon receiving a suspicious job offer.

Criminal and / or civil liabilities may arise from such actions and Iterable expressly reserves the right to take legal action including criminal action against such individuals / entities whenever such phenomena any case please note that under no circumstances shall Iterable and any of its affiliates be held liable or responsible for any claims losses damages expenses or other inconvenience resulting from or in any way connected to the actions of these impostors.

Equal Employment Opportunity Statement

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race color religion or religious belief ethnic or national origin nationality sex gender gender‑identity sexual orientation disability age military or veteran status or any other basis protected by applicable local state or federal laws or prohibited by Company policy. Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances and its internal policy Iterable will also consider for employment qualified applicants with arrest and conviction records.