searchable - Customer Success Manager - Enterprise
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. • 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 twenty. • Executive presence. You can hold your own with a VP or CMO, push back when needed and still be trusted the next day. • Growth-driven. 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. You get fluent in the platform fast and use its data to tell customers something they didn't know. • What were looking for • 3-4 years in Customer Success, account management or client services at a B2B SaaS company or agency. • A track record of owning renewals and driving expansion against a number, ideally including enterprise accounts. • Clear, concise writing, from a two-line recap to a full account plan. • Comfort with data: you can pull the story out of a dashboard and explain it simply. • Agency experience, especially in SEO, content or performance marketing. • Hands-on familiarity with SEO or AI Search, Google Analytics or Google Search Console • Early-stage startup experience where you build processes from scratch. • What you can expect from us
Responsibilities
• Own a book of agencies and enterprise accounts 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. • Lead business reviews that connect AI Search visibility, sentiment and AI referral traffic to what the customer is trying to achieve. • Look underneath healthy-looking signals, spot risk early and bring the customer a plan before it shows up at renewal. • Find and drive expansion: more prompt volume and capacity, brands, markets, teams and agency clients. • Build relationships beyond a single champion, up to VP and CMO level, across enterprise buying groups and agency client teams. • 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. • 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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