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Customer Success Manager – Enterprise Accounts
TokuCustomer Success Manager supporting post-sales customer relationships across enterprise accounts. Position incorporates onboarding, engagement, and customer success planning activities.
About the role
Key responsibilities & impact- Manage a portfolio of enterprise accounts post-sale, acting as the primary day-to-day point of contact
- Lead onboarding and early-stage engagement
- Own the customer relationship throughout the lifecycle, proactively managing engagement and identifying risks
- Contribute to customer success planning by helping define customer goals, expected outcomes, and success measures
- Monitor account health qualitatively, identify early signs of risk, and ensure appropriate follow-up actions are taken
- Work closely with Service Level Management (SLM), Support, Product, and Engineering to ensure customer needs are met
- Track customer activity, actions, risks, and next steps across multiple accounts
- Identify recurring customer challenges and contribute to improving onboarding, engagement, and customer experience practices
Requirements
What you’ll need- Around 4+ years’ experience in Customer Success, Account Management, or a similar post-sales client-facing role
- Experience managing B2B or enterprise customers, ideally in SaaS, telecom, technology services, or similar environments
- Strong communication and stakeholder management skills
- Practical experience across the customer lifecycle, including onboarding, engagement, retention, and supporting renewal cycles
- Exposure to customer success planning, account reviews (QBRs or similar), and account health/risk management
- Strong organisation and coordination skills
- Experience working cross-functionally with Sales, delivery/service teams, and technical teams
- Strong problem-solving and critical thinking ability
- Comfort working in evolving environments without fully defined processes
- Interest or experience in improving processes, onboarding approaches, or customer engagement models
- Working knowledge of CRM tools such as HubSpot or similar for managing customer activity and account visibility.
Benefits
Comp & perks- Flexible working arrangements
- Professional development opportunities