Customer Success Manager – B2B SaaS (Enterprise / Mid-Market)
Location: Central London
A fast-growing AI Video SaaS company with millions of global users is expanding its Enterprise & Mid-Market Customer Success team.
Key Responsibilities:
* You will own a portfolio of 40-50 Enterprise and Mid-Market accounts
* Build strong, senior relationships with enterprise customers and become a trusted advisor to key stakeholders
* Deeply understand each customer’s business goals, use cases, and success criteria
* Drive onboarding, adoption, and ongoing value realisation across accounts
* Lead structured business reviews focused on outcomes and ROI
* Partner with Account Executives to progress expansion opportunities from discovery to close
Requirements:
* Several years of experience in a customer-facing commercial role within a subscription-based or technology-driven business
* Demonstrated responsibility for customer retention and revenue growth
* Ability to engage and manage senior stakeholders within large organisations
* Strong analytical and problem-solving skills
* Ability to interpret data and translate insights into actionable strategies
* Effective discovery and needs-analysis capabilities
* Experience collaborating with sales or commercial teams on growth opportunities
* Excellent written and verbal communication skills
* Strong presentation and communication abilities
Preferable to have:
* Experience selling or expanding into Enterprise L&D, IT, HR & Internal Communications
* Experience in AI-enabled or transformation-focused products
* Familiarity with CRM tools (HubSpot, Salesforce)
What’s on Offer
* Opportunity to grow with a profitable, product-led SaaS business
* A supportive and accountable team culture with a sense of fun
* Highly creative product used by a diverse, global user base
* Volunteering opportunities
* Fully stocked office in a central location
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