Customer Success Manager

• We care about the greater good

• We work together in the open

• We are proud of how we serve our customers

• We are ambitious and iterate rapidly

Job requirements

• Pre-Sales Team (Account Executives and Pre-Sales Engineers) to ensure a smooth handover into the post-sales lifecycle.

• Account Managers to support renewal and account growth.

• Technical Account Managers and the Support Team to resolve technical barriers and drive adoption.

• Product Delivery Teams to influence the roadmap and oversee customer-sponsored development projects

• Own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans.

• Deliver customer training sessions and workshops to drive adoption.

• Become a product expert, delivering training to drive adoption

• Support product provisioning and ensure successful technical rollout (in partnership with Support and TAMs).

• Maintain regular customer contact, building trusted relationships with stakeholders at all levels.

• Capture and share customer insights, ensuring feedback flows effectively into Element.

• Act as a customer advocate: Escalate and resolve urgent issues impacting success. Influence longer-term product roadmap decisions based on customer needs.

• Escalate and resolve urgent issues impacting success.

• Influence longer-term product roadmap decisions based on customer needs.

• Partner with Account Managers on renewals and account growth opportunities.

• Track and report on customer outcomes, adoption trends, and satisfaction.

Job responsibilities

• Excellent communication and stakeholder management skills.

• Proven experience in customer-facing roles, ideally serving enterprise or government clients.

• Professional-level English (C1+).

• German language skills (C1+).

• Account Management experience including dealing with renewals and contracts

• Familiarity with decentralised systems, open source software, VoIP, or end-to-end encryption.

• Knowledge of mobile platforms (iOS, Android) and mobile device management.

• Existing security clearance

Job benefits

• Annual base salary: Up to £57,000

• Meaningful, mission-driven work in open source

• 40 days of annual leave (incl. local bank holidays)

• Share options

• Discretionary annual bonus

• Healthcare cover

• Professional development budget

• Access to a wellbeing platform

• Home Office allowance

• Company socials

• Family-friendly environment

• HR screening call (non technical) - Up to 30 min

• First stage interview - Up to 45 min

• Last stage interview - Up to 60 min