Expanding Circle Ltd - Customer Success Manager (United Kingdom)
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Requirements
• 4+ years of experience as a Customer Success Manager, Account Manager, or similar customer-facing role at an enterprise SaaS company • Experience building and executing account plans to drive adoption and ensure long-term customer success • Experience managing multiple stakeholders, including technical and non-technical decision-makers • Strong technical curiosity and product mindset, with the ability to quickly grasp how our platform, data flows, and integrations work • Experience using CRM, Customer Support/Success, and Project Management tools (e.g. Salesforce, Intercom, Asana, ChurnZero), with a data-driven approach to Customer Success (specific tools flexible) • Strong technical orientation: You have a passion for technology and a proven ability to quickly learn and master the "under-the-hood" mechanics of new products • Strong analytical skills: Ability to diagnose technical issues, interpret data (support metrics, customer health data, usage patterns), and provide practical solutions • Exceptional communication and interpersonal skills: Exceptional ability to explain technical workflows and build strong relationships with a variety of stakeholders, including senior sustainability leaders at some of the world's largest Consumer Goods companies • Creative, self-starter mentality: Ability to manage initiatives independently in a fast-paced environment with examples of innovating to improve customer experiences and driving internal efficiencies • Understanding of Enterprise businesses: Strong grasp of how Enterprise businesses operate and how they integrate various software tools and systems • Platform operations expertise: Understanding of customer support platforms (e.g. Intercom), chatbot optimisation, and AI-driven support models • Process improvement orientation: Identifies opportunities to optimise workflows, prioritise scalability, and drive efficiency • Preferred Skills: While subject matter expertise in sustainability is helpful, we intend to provide this through on-the-job training.
Responsibilities
• Manage a portfolio of customer accounts, conducting QBRs, monitoring health scores, driving product adoption, and ensuring customers achieve measurable value and successful outcomes • Drive retention and NRR through proactive churn prevention, leading renewals and identifying expansion opportunities • Contribute to building scalable customer success processes, maintaining CRM hygiene, tracking key metrics (retention, adoption, CSAT, time-to-value), and creating customer-facing resources • Support platform success via Intercom by helping maintain and improve our AI-driven support ecosystem (chatbot, help centre, self-service) and encouraging adoption of centralised support channels • Partner cross-functionally with Sales, Professional Services, Product, and Platform Operations to deliver seamless experiences and continuously improve our post-sales processes
Benefits
• Equity, because we believe our team should all have a stake in the company we're building • Private health insurance • Uncapped holiday policy • Flexible working, remote-first environment • Events to spend time together as a team • At Altruistiq we believe a diverse team is a better team. • We welcome you to apply, and if there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace. If there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch.
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