Customer Success Manager (Wisdom)

Overview

In this founding Customer Success role, you own the day-to-day success of Wisdom’s customers, from onboarding to renewals, with a strong commercial angle. You’ll work closely with the Strategy Lead and broader team to grow accounts, spot risks, and drive value from the platform. The role blends relationship management with strategic input, including pitches, demos, and identifying growth within existing accounts. You’ll help shape processes to support more customers as Wisdom scales, from day one.

Pay / Benefits

• Happiness team and office culture initiatives
• Work from Anywhere (WFA)
• Vitality Health Insurance
• Gymbox partnership (discounted membership)
• Holiday allowance with extended festive closure
• Therapy subsidies (up to 3 sessions per year)

Responsibilities

• Own relationships with key client stakeholders and build long-term partnerships
• Lead onboarding, training and ongoing customer support
• Help customers understand how to use Wisdom and turn the platform into a core tool
• Monitor adoption, engagement and account health; define recovery plans for at-risk accounts
• Own renewal planning and build a commercial case for renewal
• Support upsell conversations and growth opportunities
• Contribute to new-business pitches and platform demos
• Bring customer insights into commercial conversations
• Turn customer feedback into input for Product and Strategy
• Build and improve repeatable onboarding, training and support processes
• Maintain clear account, renewal and risk tracking
• Improve documentation, workflows and customer communications

Key requirements

• 5+ years managing customers in a SaaS, technology or data-led business
• Built and grown relationships with senior stakeholders; identified expansion opportunities
• Worked with commercial teams on pitches and new-business conversations
• Managed multiple accounts and priorities with attention to detail
• Operated in an agile, fast-paced environment and built processes, not just followed them

• Personable, confident and credible with clients
• Commercially minded
• Highly organized and autonomous
• Curious and analytical; understands customer behavior
• AI tools
• Data analysis

…