Technical Customer Success Manager

Adverity; Greater London; On-site; GBP 65,000 - 75,000; Full time

Benefits offered by this job

Private health insurance

Pension scheme

25 days annual leave

Cycle to Work scheme

Home office (2x per week)

Job summary

Adverity in London is seeking a strategic Technical Customer Success Manager to guide enterprise clients through implementation, adoption and growth on our platform, with a strong focus on relationship-building and consultative solutions.

The role is full-time, based in London with in-office 3 days per week to foster collaboration and teamwork. Salary ranges from £65,000 to £75,000 depending on experience, with opportunities to drive adoption and account growth.

Qualifications

• Experience in SaaS, professional services, implementation or customer success.
• Experience working with Enterprise accounts.
• Strong IT affinity and problem-solving mindset.
• Excellent organisational and time-management skills.
• Client-oriented personality with team spirit.

Responsibilities

• Serve as strategic, day-to-day partner for customers with expert guidance on product functionality.
• Lead scoping and delivery of client requirements, demo tailored solutions, provide hands-on training or implementation.
• Guide customers to maximize platform value, driving adoption, retention and growth.
• Gauge engagement levels and feedback product/service improvements to teams.
• Support Enterprise accounts and upsell opportunities with Account Management.
• Route customer escalations internally and with external partners.

Skills

SaaS

Enterprise accounts

Customer success

Analytical mindset

Communication skills

Job description

We are looking for a strategic and customer-focused Technical Customer Success Manager who combines strong relationship-building skills with a consultative, solutions-driven mindset.

In this role, you will act as a trusted partner to our customers, guiding them through implementation, adoption, and long-term growth on our platform, with a particular focus on our Enterprise accounts.

This is a full-time role based in London. We ask that you join us in the office 3 times per week, as we value in-person collaboration and see real benefit in the connections and teamwork it creates.

Some of the things you'll work on:

• Serving as a strategic, day-to-day partner for customers, offering expert guidance on product functionality and addressing solution-related needs as they evolve.
• Leading the scoping and delivery of client-specific requirements, demoing tailored solutions, and providing hands-on training or technical implementation to ensure successful platform adoption.
• Taking a consultative approach to guide customers in getting the most value from our platform, with the goal of driving adoption, retention, and overall growth of our customer base.
• Gauging customers' levels of engagement with the company and feeding back to other teams on product and service improvements.
• Acting as our role model in championing a shift towards customer success and growth, particularly for our Enterprise accounts.
• Partnering with customers on both short-and long-term initiatives, and supporting our Account Management team in identifying and executing upsell opportunities.
• Guiding customer escalations, both within our team and with external partners.

We're excited if you have:

• Relevant work experience, preferably in a SaaS company in a similar role (professional services, implementation, customer success, etc.) or in a media agency.
• Experience working with Enterprise accounts.
• A good understanding of digital marketing.
• Experience in a scale-up environment, where we move quickly and wear many hats.
• Strong IT affinity, along with an analytical and problem-solving mindset.
• A client-oriented personality, team spirit, and an empathetic, positive attitude with a genuine desire to help our customers reach their goals.
• Excellent organisational and communication skills, with strong time-management abilities.

Why you'll love it here:

• Flexible working hours and home office (2x per week)
• Internal shares programme (EDPP)
• Regular team events
• Modern and stylish office in the heart of London
• Sustainable merch for all employees
• Adverity Social Responsibility Days (+2 days paid off)
• Pension scheme
• 25 days annual leave (excluding UK public holidays)
• Private health insurance
• Cycle to Work scheme

The salary for this position ranges from £65,000 to £75,000 per year, based on experience and qualifications.

We look forward to meeting you!