ProFinda

Senior Customer Success Manager

ProFinda

full-time

Posted on:

Location Type: Hybrid

Location: London • United Kingdom

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Job Level

Senior

About the role

  • Serve as the core relationship owner for a defined book of high-value accounts.
  • Take ownership of the contract renewal strategy, beginning discussions 90-120 days out.
  • Help design and scale a repeatable, best-in-class Customer Success function.
  • Develop and maintain a "Client Health Dashboard," tracking license saturation, utilization metrics, and risk factors.
  • Work closely with the Enablement team to diagnose adoption challenges and ensure customers are achieving their defined business outcomes.
  • In close collaboration with the Enablement Leads, act as the strategic conduit between the customer and our Product team, filtering feature requests through a lens of business impact and strategy rather than just volume.
  • Provide accurate revenue forecasts and 6-month outlooks to leadership.

Requirements

  • 7+ years of experience in Account Management, Customer Success, or Consulting, specifically within the SaaS or B2B technology space.
  • Proven track record of managing large, complex enterprise accounts (e.g., Big 4, Global Consultancies) and navigating matrixed stakeholder maps.
  • Experience owning retention targets and identifying expansion revenue.
  • Ability to create and document new workflows (e.g., "How we do QBRs," "How we measure health") without needing a pre-existing playbook.
  • Ability to influence internal teams (Product, Delivery, Sales) without direct authority to get things done for the customer.
  • Exceptional presentation and written skills, capable of tailoring narratives for executive audiences.
Benefits
  • Purpose Driven Work – We’re engaged, excited, and focused on making a meaningful impact.
  • Transparency & Agility – Great communication, self-driven attitudes, and solution mindsets are at our core.
  • Trust & Autonomy – We take ownership, work independently, and support each other.
  • Collaboration & Success – We believe teamwork fuels innovation and shared achievements.
  • Continuous Learning & Growth – A dynamic environment where everyone can reach their full potential.
  • Work + Life Balance – We value a healthy balance, knowing that well-being and performance go hand in hand.
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
Customer SuccessAccount ManagementContract Renewal StrategyClient Health DashboardUtilization MetricsRevenue ForecastingWorkflow DocumentationRetention TargetsExpansion Revenue
Soft Skills
Relationship ManagementInfluencing SkillsPresentation SkillsWritten CommunicationStrategic ThinkingCollaborationProblem Solving