Strategic Customer Success Manager

Position Overview

A well-established global software firm is seeking a Strategic Customer Success Manager based remotely in the UK. This role involves directing a portfolio of strategic, high-growth customers to ensure they gain meaningful value from their investments in an AI-powered, code-free testing platform designed for ERP and business applications.

Key Responsibilities

• Establish and nurture trusted partnerships with executive, operational, and technical stakeholders.
• Deeply understand customer business goals, priorities, and how success is measured.
• Develop and execute detailed strategic plans to drive customer success.
• Lead executive business reviews highlighting adoption, ROI, and future plans.
• Promote product adoption by identifying and resolving engagement barriers.
• Expand relationships across various teams within customer organizations.
• Continuously monitor customer health, engagement metrics, and realization of value.
• Detect potential risks early and implement mitigation strategies before renewals.
• Maintain precise renewal forecasting.
• Spot and cultivate upselling and cross-selling opportunities within existing accounts.
• Craft commercial proposals closely aligned to customer priorities.
• Collaborate closely with Sales, Product, Support, and Professional Services teams.
• Act as the customer advocate internally to represent their voice across business units.
• Identify prospects for customer references, case studies, or advocacy roles.

Candidate Profile

• Minimum five years’ experience in Customer Success, Strategic Account Management, or Enterprise Account Management.
• Proven ability managing complex enterprise or global customer accounts.
• Track record of successful customer retention and renewal achievements.
• Skilled in identifying and fostering recurring revenue growth.
• Strong commercial acumen, negotiation skills, and stakeholder management.
• Background in B2B SaaS, software, or subscription-based business models.
• Comfortable engaging with senior executives as well as technical and operational leaders.
• Exceptional analytical capabilities to leverage customer data effectively.
• Excellent verbal, written, and presentation communication skills.
• Capability to juggle multiple priorities effectively while working remotely.

Experience in fields such as enterprise software, ERP systems, software testing, or mission-critical business applications is a plus.

Compensation and Benefits

• Competitive salary in the range of £60,000 to £70,000 per annum.
• Performance bonus of 10 to 20% based on experience and results.
• Fully remote working arrangement.
• Private healthcare coverage.
• Pension scheme participation.
• Life assurance benefits.
• 25 days annual leave plus an additional day off for your birthday.

Additional Information

The role requires reasonable accessibility to the South of England for quarterly company and team meetings. Flexibility is also necessary to support customers across varying international time zones.