About Kadence
As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we’re looking for a Senior Customer Success Manager to join our Belfast team and lead strategic relationships that drive tangible impact for our customers.
This role is about more than account management — you’ll be a trusted advisor to senior customer stakeholders, guiding them through change, optimising their use of Kadence, and uncovering opportunities for growth. You’ll also play a role in developing the success function at Kadence, mentoring teammates, and feeding strategic insights into our product and business roadmap.
We’re looking for a commercially minded, relationship-driven leader who thrives on solving complex challenges, using data to demonstrate value, and scaling customer success processes in a fast-moving SaaS environment.
Your Responsibilities
* Lead Executive Engagements – Act as the senior point of contact for strategic accounts, building credibility and trust with senior stakeholders.
* Strategic Planning – Co-create multi-year adoption and success plans that tie customer goals directly to Kadence’s capabilities.
* Cross-Functional Influence – Collaborate with product, engineering, and marketing to ensure customer needs are embedded in our strategy.
* Enterprise Onboarding – Oversee the onboarding of large or complex accounts, ensuring quick time-to-value.
* Adoption & Change Management – Guide customer teams through successful change initiatives that increase engagement and ROI.
* Retention & Expansion – Drive renewal success, address risks early, and partner with sales to unlock new revenue streams.
* Mentor & Enable – Support junior CSMs in building their skills and managing their accounts.
* Customer Advocacy – Develop customers into public champions who speak to Kadence’s value at industry events or in case studies.
Key Metrics for Success
* Strong retention rates and upsell/cross-sell revenue in strategic accounts.
* Demonstrated increase in customer engagement metrics across portfolios.
* Documented ROI delivered to customers via business reviews.
* Growth in the number of customer advocates and public references.
Your Skills and Experience
* 5+ years in a SaaS customer success or account management role, with a focus on strategic accounts.
* Proven ability to manage high-value, multi-stakeholder relationships.
* Strong negotiation skills and commercial acumen.
* Excellent presentation skills for executive-level discussions.
* Experience mentoring team members and contributing to process improvements.
What We Offer You
* A front-row seat in a fast-scaling, mission-driven startup.
* Opportunity to set the bar for taste and commercial impact in workplace software.
* Work with passionate, fun teammates across Belfast, London, Salt Lake City, and beyond.
* Hybrid working – collaborate from home or from our sleek Belfast city-centre HQ with rooftop terrace, private coffee lounge, and regular wellbeing events.
* Regular company socials, including an annual off-site where the whole team gets together in person.
* 5 weeks’ vacation per annum (plus public holidays) and a flexible work/life balance.
* Competitive salary and meaningful stock options.
* Private healthcare and company pension.
* Cycle2Work scheme.
By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company, access mentorship and resources, and directly shape the customer success vision that supports the future of work.
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