Scaled Customer Success Manager - London
Core
Manage a large portfolio of enterprise SaaS accounts (>100) to drive renewals, adoption, and revenue growth through data-driven strategies and scaled programs.
Role type
Senior Scaled Customer Success Manager
Builds
Cohesive renewal experiences, scaled CS playbooks, email sequences, and 1:many success programs for enterprise clients
Domain
Enterprise SaaS / AI Video Platform
Deliverable
production ML models | product features | dashboards & analysis | client delivery
Required skills
Enterprise SaaS account management, forecasting (renewals/pricing), contract negotiation, data analysis for segmentation, scaled program management, playbook creation, stakeholder engagement, risk identification
Preferred skills
Experience with Customer Success Platforms (Planhat, Gainsight, ChurnZero, Vitally), strategic business growth, high-volume account lifecycle management
Technologies
Planhat, Gainsight, ChurnZero, Vitally
Responsibilities
Manage a large portfolio of accounts (>100) and work with the commercial team to create a cohesive renewal experience; Maintain and report an accurate rolling 90-day forecast of renewals and pricing; Actively engage with key decision-makers to identify requirements and agree on contract terms; Achieve customer goals and address concerns in short-term interactions; Contribute to the creation of scaled CS playbooks and email sequences to drive user activation; Use data to identify risk or opportunity and segment a large book of business; Represent the voice of the customer and influence the product development roadmap
Seniority
Senior, hands-on IC with strategic focus