Strategic Customer Success Manager - Renewal & Growth

Klue; Greater London; On-site; GBP 75,000 - 95,000; Full time

Job summary

Klue is hiring for a Customer Success Manager to own end-to-end customer relationships from onboarding through renewal and expansion. You will drive renewals, expansion opportunities, and cross-sell motions with Sales in an AI-first product environment.

You will ensure platform adoption, ROI, and stakeholder alignment across organizations. You’ll thrive in a fast-moving company, staying ahead of signals, and acting as a trusted advisor and commercial partner.

Qualifications

• Track record in a CSM or commercial role with direct revenue accountability.
• Ability to lead and coordinate a cross-functional account team without direct authority.
• Proven success building trust and credibility across a customer organization, from day-to-day champions to executive buyers.
• Comfortable with upsell conversations, business-case development, and navigating contract dynamics.

Responsibilities

• Own Renewals and Expansions. Forecast, manage, and hit targets; spot churn signals and drive expansion.
• Drive Adoption and Platform Completeness. Ensure AI agents, integrations, and usage are up-to-date and relevant to customers.
• Map Outcomes and Demonstrate ROI. Quantify and document value to support renewals.
• Multi-Thread and Lead Change. Build relationships across stakeholders and drive adoption.
• Lead the Account Team. Own the strategy and coordinate internal teams.

Skills

The experience.

Ownership.

Customer facing.

Commercial fluency.

Job description

Klue is hiring for a Customer Success Manager to own end-to-end customer relationships from onboarding through renewal and expansion. You will drive renewals, expansion opportunities, and cross-sell motions with Sales in an AI-first product environment.

You will ensure platform adoption, ROI, and stakeholder alignment across organizations. You’ll thrive in a fast-moving company, staying ahead of signals, and acting as a trusted advisor and commercial partner.