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About the role
Key responsibilities & impact- Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
- Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
- Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.
- Own and consistently execute Eptura’s Strategic Customer Success Rhythm, including:
- Regular Cadence customer meetings
- Executive-facing Success Plans as living documents
- Quarterly Executive Business Reviews
- Growth and Risk Signals
- Ensure all success activities, plans, decks, notes, and actions are accurately logged and maintained in our CS CRM.
- Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
- Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
- Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.
- Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
- Be a facilitator in escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
- Develop and execute Get-to-Green plans for at-risk accounts, keeping internal stakeholders and leadership informed throughout.
- Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
- Effectively assemble and lead cross-functional account teams to deliver outcomes and resolve complex customer challenges.
- Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.
- Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
- Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
- Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation
Requirements
What you’ll need- Customers consistently realising measurable value and outcomes from Eptura solutions
- Strong net retention, renewal performance, and account growth
- Predictable execution of the Strategic Customer Success Rhythm
- Clear, executive-level communication—internally and externally
- Are deeply customer-centric and focused on long-term partnership and value, not short-term tasks
- Have proven experience managing a strategic book of business in Customer Success
- Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders
- Balance relationship-building with structured, data-driven execution
- Are comfortable with change and enjoy adopting new processes, tools, and ways of working
- Think strategically, but execute operationally with consistency and attention to detail
- Strong understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation
- Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce
- Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores
- Excellent analytical skills, including strong Excel capabilities
- Experience working in B2B SaaS or enterprise software environments
- French and/or German language skills are a plus.
Benefits
Comp & perks- 25 Days Holiday
- Additional Company Holidays throughout year
- Contributory Pension
- Life Insurance (DIS)
- Flexible Work Options
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Customer SuccessAccount ManagementData AnalysisForecastingRetention MetricsGrowth MetricsValue RealisationStrategic PlanningOperational ExecutionChange Management
Soft Skills
Executive CommunicationRelationship BuildingInfluencingProblem SolvingAnalytical ThinkingCustomer-Centric MindsetAdaptabilityAttention to DetailCollaborationFacilitation