Senior Customer Success Manager
Medius, Manchester, England, United Kingdom
Job Overview
As a Senior Customer Success Manager at Medius, you will work closely with high- and medium-tier customers to help them achieve measurable business outcomes and maximize the value of their Medius investment. You will play a strategic role in driving customer satisfaction, retention, and expansion, while laying the foundation for cross‑ and upsell opportunities. This role combines deep customer engagement, commercial expertise, and scalable success initiatives. You will act as a trusted advisor to customers and as the voice of the customer internally, influencing product, process, and organizational improvements.
Responsibilities & Duties
* Strategic Customer Engagement
o Prepare, document, and maintain customer success plans, tracking progress and measuring outcomes.
o Conduct Customer Business Reviews with high‑ and medium‑tier accounts, translating customer data and process insights into clear business outcomes.
o Partner with Account Management to lead Account Governance Meetings, including thought leadership topics, product roadmap updates, and high‑level performance KPIs.
o Identify opportunities for additional modules or services and support the Account Management team in conversion and expansion efforts.
* Retention, Growth, and Risk Management
o Proactively identify at‑risk customers and collaborate cross‑functionally to define and execute mitigation plans and retention strategies.
o Support new business sales processes by presenting the value of the post‑go‑live phase and long‑term customer success.
* Scalable Success and Internal Collaboration
o Create and deliver self‑service and TechTouch content, including FAQs, tutorials, webinars, and best‑practice tips.
o Actively participate in and drive internal development initiatives across departments, serving as the voice of the customer.
Qualifications
* 5+ years of experience in a customer‑facing role such as Customer Success, Account Management, or Consulting.
* Proven experience working with accounts payable processes and strong familiarity with the end‑to‑end purchase‑to‑pay (P2P) domain.
* Demonstrated commercial expertise, including sales results, successful commercial decisions, or revenue‑driving initiatives.
Skills & Competencies
* Strong communication skills with the ability to build trusted relationships and understand customer needs.
* Deep understanding of accounts payable processes and a solid grasp of broader business processes.
* Strong commercial mindset with the ability to identify customer pain points and expansion opportunities.
* Excellent analytical and problem‑solving skills with a proactive, data‑driven approach.
* Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred.
About the Team
The Medius Global Customer Success Department is expanding, and you will play a key role in this growth. You will be part of the Senior Customer Success Team, reporting to the VP of Customer Success in EMEA (Sweden), and collaborating closely with colleagues across regions, including your local team in the UK.
Details
Seniority level: Mid‑Senior level | Employment type: Full‑time | Job function: Other | Industries: Software Development
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