Senior Customer Success Manager Hayes, London Hybrid As a Senior Customer Success Manager, you’ll be the primary point of contact for our largest employers, building strong relationships and ensuring they get maximum value from our scheme. You’ll oversee a smooth onboarding process, provide ongoing support, and help customers make the most of our offerings, while also identifying opportunities for account growth. You’ll proactively manage relationships, anticipate challenges, and resolve issues to deliver a positive and consistent customer experience. As a UK B Corp Certified salary sacrifice specialist, The Electric Car Scheme is on a mission to make net zero the obvious choice by making electric cars and other Net Zero Benefits easy, affordable and simple for employers to offer their people. Built on best in market pricing, complete employer protection and trusted 5 star service, we are accelerating the UK towards a net zero future while creating win win win outcomes for our customers, our team and the planet. Rated 4.9 on Glassdoor and certified by Welcome to the Jungle, there has never been a more exciting time to join a fast growing, purpose driven business transforming sustainable employee benefits. Key Responsibilities: Own and strategically manage a portfolio of high-value customer accounts, driving retention, expansion, and long-term customer success. Lead and enhance onboarding programs, ensuring smooth adoption and immediate value realisation for new customers. Serve as the primary strategic contact for customers and their executive stakeholders, providing guidance, insights, and advocacy. Develop deep product expertise and business insight to advise customers and influence their strategies. Collaborate with cross-functional teams (Product, Sales, Marketing) to shape solutions, inform product development, and refine success strategies. Mentor and guide junior Customer Success team members, sharing best practices and contributing to a high-performing team culture. About you: Minimum of 5 years B2B experience in Customer Success, Account Management. Proven track record of managing complex accounts, driving customer retention and expansion, and influencing executive stakeholders. Outstanding interpersonal and communication skills, with the ability to build trust and credibility quickly. Strategic thinker with strong problem-solving skills and a proactive approach to challenges. Highly organised, detail-oriented, and motivated to contribute to a fast-growing, purpose-driven company. Benefits: Hybrid working: Split your week between home and the office, with set in-office days on Mondays and Wednesdays 25 days holiday plus bank holidays Add 1 day holiday per year service buy / sell up to 5 days each year Flexible work policy with options to take into account family care Enhanced parental leave Use our own scheme to lease a vehicle through salary sacrifice and save 40-70% to drive a brand new electric car £500 pa. personal development budget £100 home office budget Bupa healthcare Equity options - own a part of the business