Strategic Enterprise CSM | Growth & ROI Leader

Giraffe360; Warrington; Hybrid; GBP 75,000 - 110,000; Full time

Benefits offered by this job

Salary + quarterly bonus + commission

Hybrid work – 2 days in office

25 days annual leave + bank holidays

Birthday day off

Enhanced parental leave and pay

Private health insurance

Team socials and events

Training and career progression

Job summary

Giraffe360 is seeking a seasoned Key Customer Success Manager to act as a trusted advisor to executives and senior stakeholders. You will lead long-term transformation initiatives, drive enterprise-wide strategy, and orchestrate multi-location account ecosystems to ensure our platform becomes central to client success.

You will own the post-onboarding journey, drive product adoption, identify upsell opportunities, and collaborate with cross-functional teams to maximize Net Revenue Retention.

Qualifications

• Senior strategic partner to decision makers and senior stakeholders.
• Orchestrates long-term business transformation and enterprise-wide strategy.
• Drives adoption, retention, and expansion across complex accounts.

Responsibilities

• Own the customer journey post-onboarding and drive product adoption.
• Identify upsell/cross-sell opportunities and embed the platform into client workflows.
• Diagnose health using data and mitigate churn with measurable ROI.
• Collaborate with Support, Product, and Marketing to resolve escalations and influence roadmap.
• Maintain accurate client records and forecast in Salesforce.

Skills

Relationship Management

Commercial Acumen

Analytical Thinking

Technical Adoption

Adaptability

Tools

Salesforce

Job description

Giraffe360 is seeking a seasoned Key Customer Success Manager to act as a trusted advisor to executives and senior stakeholders. You will lead long-term transformation initiatives, drive enterprise-wide strategy, and orchestrate multi-location account ecosystems to ensure our platform becomes central to client success.

You will own the post-onboarding journey, drive product adoption, identify upsell opportunities, and collaborate with cross-functional teams to maximize Net Revenue Retention.