Lead customer success for enterprise clients in a growing, remote-first SaaS organisation. You'll own a portfolio of strategic accounts, guiding onboarding, driving long-term adoption, and ensuring customers achieve measurable outcomes through effective scheduling and team planning.
What You’ll Do
- Manage end-to-end customer lifecycles, from implementation to renewal and expansion, with a focus on enterprise clients.
- Conduct regular adoption and optimisation reviews to uncover opportunities for deeper product use and business impact.
- Deliver training sessions, product walkthroughs, and workshops tailored to customer needs.
- Map stakeholder landscapes within client organisations to strengthen relationships and influence adoption across teams.
- Monitor account health using product usage data and engagement signals, proactively addressing risks and identifying upsell potential.
- Drive renewal conversations and lead expansion initiatives, contributing directly to retention and revenue growth.
- Represent customer insights internally, providing structured feedback to Product and Design teams to influence roadmap decisions.
- Collaborate on developing scalable Customer Success playbooks, lifecycle programs, and best practices.
- Leverage AI tools like ChatGPT and Claude to summarise customer data, enhance communication, and streamline workflows—while maintaining strict data privacy standards.
- Contribute to building a high-performing, future-ready Customer Success function in a fast-moving environment.
What We’re Looking For
- At least 5 years in Customer Success, Account Management, or a customer-facing B2B SaaS role.
- Proven experience managing enterprise relationships and improving retention, adoption, or expansion metrics.
- Strong organisational skills with the ability to manage multiple accounts and priorities independently.
- Comfortable working in a lean, agile team with direct access to leadership and product decision-makers.
- Familiarity with HubSpot for CRM and customer data tracking.
- Experience using AI tools to improve productivity and customer insights is highly valued.
What’s Offered
- Base salary of £80,000–£100,000, performance bonus, and share options.
- Work remotely from anywhere within ±2 hours of UK time, with flexible hours and full autonomy.
- 30 days of paid holiday plus company-wide closure between December 24 and January 1.
- Additional perks: birthday off, house move day off, and monthly £100 health & wellbeing allowance.
- Annual £3,000 training and conference budget, and £1,000 home office contribution (recurring every three years).
- Company-funded trips to meet colleagues globally—past destinations include Barcelona, Cape Town, and Budapest.
- Pension contribution and budget for team meetups.
Our Culture
We’re a small, fully remote team spread across the UK and Europe, united by a focus on solving real scheduling challenges for teams worldwide. Communication happens primarily through Slack, with occasional in-person gatherings to align and connect. We value clarity, low ego, and meaningful collaboration—free from internal politics. Success here means delivering value to customers, growing as professionals, and building something sustainable together.
