searchable - Customer Success Manager - Mid Market
Requirements
• Owner mindset. You treat your accounts like your own business. You look at the data and come to customers with a recommendation, not a status update, and you raise risk before anyone asks. • Ruthless prioritiser. You can manage a large book without letting anything slip. You know which accounts need a call, which need an email and which need nothing this week. • Self-directed builder. You don’t wait for a playbook to exist. When you solve a problem for one customer, you build the thing that solves it for the next fifty. • Commercially sharp. You spot revenue opportunities in your book and go after them. You grow accounts by growing the customer’s results, so expansion feels like the obvious next step, not a sales pitch. • Just as important, you care about your customers’ success and hold a clear bar for quality in your own work, even at volume. You get fluent in the platform fast and use its data to tell customers something they didn’t know. • 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency. • Experience managing a large book of SMB or mid-market accounts, with a track record of owning renewals and driving expansion against a number. • Clear, concise writing, from a two-line recap to a scalable email sequence or account plan. • Comfort with data: you can pull the story out of a dashboard, explain it simply and use it to prioritise your time. • Agency experience, especially in SEO, content or performance marketing. • Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console. • Experience building scaled or digital-touch CS programs (webinars, in-app guidance, automated lifecycle emails). • Early-stage startup experience where you build processes from scratch. • What you can expect from us
Responsibilities
• Own a book of mid-market brands and agencies end to end: onboarding, adoption, renewal and expansion. • Get new customers to a first meaningful result fast, with prompt sets, competitor tracking and a clear visibility baseline in place within their first weeks. • Run focused, efficient business reviews that connect AI Search visibility, sentiment and AI referral traffic to the customer’s goals, scaled to the size and potential of each account. • Prioritise your book using usage and health data, spot risk early and act on it before it shows up at renewal. • Own a high volume of renewals and drive expansion: more prompt volume and capacity, brands, markets and agency clients. • Build relationships beyond a single champion, up to Director and Head of Marketing level, often in lean teams where one person wears many hats. • Design and run one-to-many motions, such as onboarding webinars, templated reviews, office hours and automated check-ins, so every customer gets value, not just the largest. • Turn one-off fixes into playbooks, templates and reporting the whole team uses. • Bring the voice of the customer to Product, Engineering and Marketing with specific, evidence-backed feedback, including patterns you see across many accounts. • Keep account records current enough that another CSM could step in and know what to do.
Benefits
• Meaningful early-stage equity pre Series A • 25 days' holiday plus bank holidays • Workplace nursery scheme • Monthly fitness and wellbeing reimbursement • Flexibility in hours – around life and family commitments
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