We have been given a mandate to hire a Customer Success Manager for a fast-growing, venture-backed B2B SaaS platform in the AI-powered conversation and revenue intelligence space, with 1,200+ paying customers.
Customer Success Manager

We are looking for a Customer Success Manager to own and drive the customer success charter for a fast-growing, venture-backed B2B SaaS platform operating in the AI-powered conversation and revenue intelligence space, with 1,200+ paying customers.
The role will work closely with sales, product, engineering, support, marketing and analytics teams to drive adoption, retention and expansion across the customer lifecycle, from onboarding and time to value through renewal and repeat purchase.
This is a high-ownership role for a customer success skilled who combines strong customer understanding, data orientation, process building ability and working knowledge of AI and automation tooling.
Own the customer success roadmap and playbook for the assigned portfolio, aligned with overall revenue and retention objectives.




Identify churn risk and expansion opportunity early through product usage data, health scores, support signals and customer conversations.
Work closely with Sales, Product, Engineering, Support, Marketing and Analytics teams to resolve customer issues and unlock growth within accounts.
Improve key metrics including net revenue retention, gross retention, time to value, product adoption depth, onboarding TAT and CSAT or NPS.
Build and optimise customer journeys across in-product, email and lifecycle touchpoints in partnership with Product and Marketing.
Leverage usage and account data for segmentation, personalisation and proactive, low-touch success motions at scale.
Design and automate playbooks for onboarding, adoption nudges, risk escalation and renewal so that repeatable work runs without manual effort.
Own accurate forecasting of renewals and expansion for the portfolio, along with clean CRM and CS platform hygiene.
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