Senior Customer Success Manager

You will own the full lifecycle for a portfolio of customer accounts, from onboarding through renewal. You will build senior stakeholder relationships, drive platform adoption, manage account health and risks, identify expansion opportunities, and coordinate customer initiatives with internal stakeholders.

Responsibilities

• Serve as the primary contact for customer accounts from onboarding through renewal
• Build and maintain relationships with stakeholders, including executive sponsors
• Monitor account health, identify risks, and execute mitigation plans
• Drive adoption of available platform functionality
• Identify expansion opportunities and partner with Sales to grow account value
• Define customer initiative timelines, milestones, and success criteria
• Partner with Sales, Operations, Product, Engineering, and specialist functions to address customer requests and plan account growth
• Represent customer feedback internally to improve the product and customer experience

Requirements

• 4+ years of Customer Success or Account Management experience in brand protection
• Experience managing customers in UK and European markets
• Experience owning renewals and expansions and managing multi-stakeholder relationships
• Strategic thinking for growing partnership value across complex customer organisations
• Customer-facing training, coaching, executive discussion management, conflict resolution, and presentation skills
• Ability to work cross-functionally across multiple time zones
• Strong written and verbal communication skills
• Business and technical acumen
• Business fluency in French

Benefits

• Flexible holiday allowance plus UK bank holidays
• Hybrid work model
• Equity in every offer
• Private medical insurance
• Dental insurance
• Parental leave
• Workplace pension scheme with employer contribution