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Salary: £75,000–£95,000 base, depending on experience
Location: UK
Working arrangement: Remote / flexible
About the opportunity
Via is partnering with a global software organisation to recruit an Enterprise Customer Success Manager.
You'll manage relationships with large, complex enterprise customers, helping them get maximum value from their software investment and supporting adoption, retention and long-term growth.
This is a strategic, post-sales role where you'll work with stakeholders ranging from platform administrators to senior executives. You'll understand what each customer is trying to achieve, build success plans around those goals and ensure they see measurable value throughout the relationship.
You'll also help customers navigate digital transformation and understand how AI can support and improve their existing ways of working.
What you'll be doing
- Build trusted relationships with senior stakeholders, executives and global customer teams
- Manage a portfolio of complex enterprise SaaS customers
- Understand customers' business objectives and translate them into clear success plans
- Run regular customer check-ins, Quarterly Business Reviews and strategic planning sessions
- Drive adoption and help customers get greater value from their software
- Identify opportunities to increase engagement and expand the use of relevant solutions
- Advise customers on product capabilities and the most appropriate solutions for their requirements
- Support customers through digital and AI transformation initiatives
- Identify potential customer risks early and develop plans to protect retention
- Work closely with account management, sales, product and support teams to deliver a joined-up customer experience
- Track customer outcomes and demonstrate measurable value
- Represent the voice of the customer internally and provide feedback that can improve products and services
What we're looking for
We're looking for an experienced Customer Success or Account Management professional who is comfortable managing large enterprise customers and complex SaaS solutions.
You'll ideally have:
- Strong experience in Customer Success, Account Management or a similar post-sales SaaS role
- Experience managing enterprise customers with multiple stakeholders and complex requirements
- A track record of building trusted relationships with senior and executive-level customers
- Experience developing customer success plans linked to measurable business outcomes
- Strong commercial awareness and an understanding of customer retention, adoption and growth
- The ability to manage a portfolio of accounts while maintaining a high standard of customer engagement
- Confidence discussing technology with both technical and non-technical stakeholders
- An understanding of how AI can be applied to business processes and customer workflows
- Strong communication, presentation and stakeholder management skills
Experience with Jira and Confluence would be beneficial, but candidates with experience across other complex enterprise SaaS platforms are also encouraged to apply.
Experience with platforms such as Gainsight, Salesforce and BI tools including Tableau would also be useful rather than essential.
Additional European language skills, particularly French, Spanish, Italian or German, are a plus.
Why apply?
- £75,000–£95,000 base salary
- Remote and flexible working
- Manage strategic relationships with major enterprise customers
- Work with modern cloud, SaaS and AI technology
- High level of ownership across the customer lifecycle
- Exposure to senior and C-suite stakeholders
- Health and wellbeing support
- Paid volunteering opportunities
- Join a distributed international team
- Opportunity to play a key role in customers' digital and AI transformation
If you're an experienced Customer Success or Account Management professional who enjoys building strategic enterprise relationships and delivering measurable customer outcomes, we'd like to hear from you.
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