Strategic Enterprise CSM — SaaS, Remote (UK)

QAD; Greater London; Remote; GBP 65,000 - 95,000; Full time

Job summary

QAD, a leading virtual-first SaaS company, seeks a Customer Service Manager (CSM) in the UK to drive revenue retention and growth within our current customer base. You will lead adoption, demonstrate business value, and engage CXOs to secure renewals and upsells.

The role focuses on building trusted advisory relationships, monitoring health metrics, and guiding strategic reviews while working remotely from the UK.

Qualifications

• Demonstrated success supporting enterprise-level software accounts.
• Strong communication, presentation and relationship-building skills.
• Data-driven approach to customer health metrics and usage analytics.
• Ability to maintain a positive and professional attitude, even under pressure.
• Knowledge of Excel, PowerPoint, Word, CRM software (Salesforce preferred), CS Platform (Gainsight).

Responsibilities

• Serve a selected group of customers as part of a cross-functional account team.
• Guide the full-lifecycle customer journey with QAD solutions, from initial deal onward.
• Build trusted advisor relationships with executive sponsors and key stakeholders.
• Monitor health scores, usage data and other KPIs to proactively address account risk.
• Demonstrate ability to meet revenue goals and customer engagement targets.
• Conduct Strategic Business Reviews in collaboration with the account team.
• Maintain required customer data in QAD systems of record.
• Support deal execution as needed, including customers procurement group.
• Responsible for “Customer Journey” artifact development, maintenance; and delivery.
• Develop technical and business expertise in QAD’s product and services offerings.
• Brief internal stakeholders, including top management, on customer status and issues.
• Notify Sales of new leads and opportunities for existing customers.
• Apply critical thinking skills to evaluate the implications of analysis results.
• Influence team direction and decision-making processes.
• Anticipate client needs and proactively suggest solutions or additional services.
• Proactively seek opportunities to collaborate with colleagues across different functions.
• Contribute to or lead internal GTM process improvement initiatives

Skills

Enterprise accounts

Communication

Data-driven metrics

Relationship-building

Problem solving

Education

Bachelor's or Master's degree

Tools

Salesforce

Gainsight

PowerPoint

Excel

Job description

QAD, a leading virtual-first SaaS company, seeks a Customer Service Manager (CSM) in the UK to drive revenue retention and growth within our current customer base. You will lead adoption, demonstrate business value, and engage CXOs to secure renewals and upsells.

The role focuses on building trusted advisory relationships, monitoring health metrics, and guiding strategic reviews while working remotely from the UK.