Strategic Customer Success Manager

Overview

• As a Strategic Customer Success Manager, you will own a portfolio of high-value enterprise accounts, with clear responsibility for retention, growth, and customer outcomes.
• You will act as a trusted advisor to senior stakeholders, leading account strategy, identifying expansion opportunities, and ensuring customers realise measurable value from the platform.
• This is a commercially focused role, requiring strong ownership of Net Revenue Retention (NRR), expansion, and long-term account growth.
• Success in this role will be measured by retention, expansion, NRR performance, and the ability to drive measurable customer outcomes.
• You will also play a key role in shaping team standards, supporting onboarding, and contributing to the development of a high-performing Customer Success function.
• This role requires ~25% travel and is suited to someone comfortable operating in a fast-paced, high-growth environment.
• You re excited about this opportunity because you will
• Own a portfolio of strategic enterprise accounts, with accountability for retention, expansion, and Net Revenue Retention (NRR)
• Lead account strategy, identifying growth opportunities across product adoption, feature penetration, and commercial expansion
• Act as a trusted advisor to senior stakeholders, aligning platform capabilities to customer business goals and KPIs
• Drive value realisation, using data and insights to demonstrate ROI and influence customer decision-making
• Lead executive-level engagements, including QBRs, on-sites, and strategic reviews
• Identify and progress expansion opportunities, partnering closely with Sales where required
• Monitor account performance, using data to proactively identify risks and opportunities
• Champion the customer internally, ensuring feedback and insights inform product and business decisions
• Collaborate cross-functionally with Sales, Product, and Operations to deliver against customer and business goals
• Contribute to team development, supporting onboarding, mentoring, and evolving best practices