Senior Manager, Customer Success

Overview

As Senior Manager, Customer Success in the UK, you will own day-to-day success for designated accounts, acting as the bridge between customers and Afiniti’s cross-functional teams. You’ll drive value realization, support commercial growth, and ensure customer insights shape delivery and product direction. You’ll lead strategic account reviews, manage outcomes, and identify expansion opportunities, all while aligning objectives with Afiniti’s AI-enabled products. This role offers impact across revenue, adoption, and AI-driven innovation.

Responsibilities

• Serve as the primary customer-facing advisor for UK accounts, guiding engagements, performance reviews, and solution discussions; build trusted relationships with stakeholders
• Lead executive business reviews and strategic account planning; support contract renewals and commercial negotiations
• Ensure alignment between customer objectives and Afiniti’s delivery, product, and innovation strategies, partnering with internal teams on execution
• Manage UK business cases and performance objectives; monitor outcomes, value realization, and operational performance
• Maintain accurate revenue forecasts and support timely invoicing and collections
• Identify risks, opportunities, and improvement initiatives to maximize customer value and drive resolution with internal teams
• Identify and progress expansion and upsell opportunities; contribute to long-term account growth strategies
• Represent the customer’s voice within Afiniti; channel insights and use cases to inform roadmap priorities and adoption initiatives
• Partner with AI team and AI Competency Center to apply AI capabilities and improve operational performance
• Contribute to revenue targets, customer satisfaction, product adoption, and AI innovation initiatives

Key requirements

• 5+ years in client-facing roles managing strategic enterprise accounts
• Expertise in contact centre operations and translating business objectives into technical solutions
• Experience with machine learning, AI-driven decisioning, data science, analytics, and LLMs; ability to explain statistical concepts to stakeholders
• Strong commercial and financial acumen including negotiation and pricing
• Outstanding written and verbal communication, and ability to influence multiple stakeholders across cross-functional international teams
• Strategic thinking and ability to navigate complex situations
• Proficiency in MS Office (Excel, PowerPoint, Word)

• cross-functional collaboration
• stakeholder management
• communication
• machine learning and AI-driven decisioning
• data science and analytics
• LLMs

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