Customer Success Manager

Overview

As a , you will act as a product master and trusted technical advisor to help customers build, optimise, and scale their workflows. You will leverage AI capabilities to boost adoption and operationalise the platform for enterprise teams. This role combines hands-on implementation, governance, and strategic engagement to deliver measurable business value. You work in a fast-paced, ownership-driven culture that values impact and cross-functional collaboration.

Pay / Benefits

• hybrid work arrangement with London office (3 days/week)

Responsibilities

• Drive technical hands-on implementation of AI-powered workflows and use cases with customers
• Lead architecture reviews to ensure scale, performance, and alignment with goals
• Govern AI and workflow governance initiatives and ensure responsible adoption
• Articulate value of new/existing use cases and tie ROI to business outcomes
• Optimise customer workflows, conduct platform audits, share best practices
• Engage in strategic technical conversations with senior stakeholders (C-suite)
• Act as Voice of the Customer by feeding feedback to product/engineering
• Manage portfolio to support retention, renewals, and ARR growth
• Collaborate with cross-functional teams in a hybrid, international environment

Key requirements

• 5+ years in a SaaS customer success or similar client-facing role
• Hands-on platform deployment and architecture experience
• Strong interest and experience with AI tools and technologies
• Experience leading governance initiatives and platform audits
• Ability to engage in strategic conversations with senior stakeholders
• Strong analytical, problem-solving, and data interpretation skills
• Independent, proactive, capable of managing initiatives in a fast-paced setting
• Understanding of how enterprise software integrates with other tools
• Excellent communication and relationship-building skills
• Experience in a global/international team environment

• strong communication and interpersonal skills
• strategic advisory mindset
• customer-centric and relationship-focused
• AI tools and features in platforms
• AI-powered workflows and automation
• platform governance and audits

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