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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in leading and developing teams within Customer Success, focusing on digital engagement strategies and data-driven decision-making. Proficient in managing high-volume accounts and utilizing Customer Success Platforms to enhance customer retention and product adoption.
Highest-signal resume keywords
Customer Success ManagementTeam LeadershipData-Driven Decision MakingCustomer Success PlatformsSaaS Experience
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Account ManagementDigital Customer Success ProgramsRenewal ForecastingCustomer Health MetricsAutomation SolutionsHypothesis TestingProgram ConstructionCross-Functional CollaborationEngagement StrategiesRetention Metrics
Soft Skills
Strong CommunicationInfluencing SkillsEmpathy in NegotiationsCoaching and DevelopmentAdaptability in Fast-Paced Environments
Tools & Technologies
PlanhatGainsightVitallyChurnZeroAI ToolsAutomation Tools
Industry Keywords
SaaSEmerging MarketMid-Market SegmentHigh-Volume AccountsCustomer Engagement
About the role
Key responsibilities & impact- Lead, coach, and develop a team of 6+ Scaled CSMs across the U.S. and U.K., each managing a high-volume book of ~450 accounts
- Own the strategy and execution of digital customer success programs designed to drive engagement, product adoption, and retention across the emerging and mid-market segments
- Partner with Product, RevOps, and Customer Enablement to design, test, and iterate on automated and tech-touch engagement solutions
- Champion a data-driven, hypothesis-testing culture — using signals and insights to continuously evolve your programs based on what's working
- Support and coach your team through renewal and expansion conversations, ensuring commercial confidence and consistency across the book
- Manage and report on key retention metrics, renewal forecasting, and customer health across a $22M+ ARR portfolio
- Serve as a key stakeholder and voice for the scaled segment internally, influencing tooling, process, and product roadmap decisions
Requirements
What you’ll need- 5+ years of Customer Success or Account Management experience within a SaaS organization, with at least 2 years in a people management or team lead capacity
- Proven track record leading scaled or digital CS motions, managing high-volume books of business across SMB, emerging, or mid-market segments
- Hands-on experience with Customer Success Platforms — Planhat strongly preferred; Gainsight, Vitally, or ChurnZero
- Familiarity with AI and automation tools and a genuine interest in applying them to improve customer engagement at scale
- Technically curious — comfortable constructing basic programs and automations, and skilled at identifying opportunities, scoping requirements, and managing cross-functional stakeholders to drive rapid deployment of more complex solutions
- Commercially sharp — able to guide your team through renewal negotiations and expansion conversations with confidence and empathy
- A natural experimenter: you love forming hypotheses, testing them, and letting data drive your decisions
- Strong communicator and influencer across internal functions — you know how to align Product, RevOps, and Enablement teams around a shared vision
- History of thriving in fast-moving, high-growth environments where the roadmap is still being written.
Benefits
Comp & perks- A competitive salary + stock options in our fast-growing Series E start-up.
- Paid parental leave entitling primary caregivers to 16 weeks of full pay, and secondary 5 weeks of full pay
- 25 days of annual leave + public holidays in the country where you are based.
- Cycle to work scheme (London).
- Regular socials.
- Private Medical Insurance (Medical History Disregarded basis) including mental health support, dental & vision, cashback and gym discounts. (UK)
- A generous referral scheme.
- Pension contribution/salary sacrifice.
- Work from home set up.
- A huge opportunity for career growth as you’ll help shape a market-defining product.