Customer Success Manager

Customer Success Manager (Enterprise SaaS)

Salary: £75,000 – £105,000

Location: Hybrid | Central London

We’re supporting a growing enterprise software organisation that provides solutions focused on system performance, visibility, and operational reliability across complex IT environments.

Their technology is used by organisations running large-scale, business-critical systems, particularly within regulated and high-dependency sectors.

This is a great opportunity to join a well-established yet evolving business, offering strong career development, exposure to enterprise clients, and the chance to work in a technically engaging environment.

The Role

This role is suited to a technically capable Customer Success professional who is comfortable working in complex enterprise settings.

You will act as a trusted advisor to customers, working with both technical teams and senior stakeholders to ensure successful adoption and ongoing value from the platform.

The position focuses on long-term customer outcomes, including engagement, optimisation, and retention.

Key Responsibilities

• Build and maintain strong relationships with enterprise customers
• Support customers in achieving their objectives through the effective use of the platform
• Track customer engagement and usage to identify risks and opportunities
• Work with a range of stakeholders, including engineering, operations, and leadership teams
• Deliver onboarding, training sessions, and regular service reviews
• Partner with internal teams to address customer needs and improve overall experience
• Keep accurate records of account activity, risks, and plans
• Contribute to improving internal customer success processes

Requirements

• Experience in Customer Success, Technical Account Management, or a similar role
• Background working with technical or infrastructure-focused software solutions
• Understanding of enterprise IT environments, including cloud and on-premise systems
• Experience supporting customers in regulated or complex industries
• Ability to analyse usage data and identify trends or risks
• Confident delivering presentations, workshops, or reviews
• Strong communication skills across both technical and business audiences
• Proactive and able to work independently as well as part of a team

Desirable Experience

• Exposure to monitoring, observability, or performance-related tools
• Experience working with large-scale or high-availability systems
• Familiarity with cloud platforms and modern infrastructure environments
• Awareness of automation or data-driven operations within IT teams

What’s on Offer

• Competitive salary and overall package
• Private healthcare
• Pension scheme and income protection
• Enhanced parental leave
• Flexible hybrid working
• Opportunities for progression within a growing organisation

Get in touch!