About Resolve:
Resolve is leading the shift to autonomous enterprise operations.
Our Agentic Automation and Orchestration Platform enables IT, HR, and Operations teams to resolve requests and incidents autonomously across hybrid environments.
By unifying Knowledge, Automation, and Assist agents, we eliminate repetitive tickets, reduce alert noise, and deliver touchless resolution at scale.
Enterprises use Resolve to cut ticket volume by up to 90%, accelerate MTTR from hours to minutes, and reduce ITSM spend by as much as 40%.
With 5,000+ prebuilt automations and deep integrations across the IT ecosystem, teams scale without adding headcount.
Resolve is proud to be named a Visionary in the 2025 Gartner Magic QuadrantTM for Service Orchestration and Automation Platforms.
Overview
As a Customer Success Manager, you are the primary strategic customer-facing role responsible for platform adoption success, growth and renewals through the management of joint success plan and strong customer relationships.
Responsibilities
* Develop a deep understanding of the customer's business and technical objectives, partner with them to build a strategic joint success plan with identified objectives, milestones and measurable KPIs to achieve the outcomes.
* Apply domain/technical knowledge of Resolve's products, best practices, and customer insights to remove blockers and lead key resources, internally and externally, to proactively support the customer's success plan.
* Partner with customer-facing account teams and executives (sales, support, professional services, engineering) on overall platform success.
* Accelerate customer's P2V (Purchase to Value) journey and thereby help to protect recurring renewal revenue and expand customer NRR (Net Retention Rate).
* Engage regularly and develop deep relationships with customer stakeholders including business and technical teams.
* Maintain knowledge of market trends and competitive insights and act as a Resolve Platform evangelist with customers, partners, and ecosystem communities.
Qualifications & Experience
* 3+ years of customer-facing experience, interfacing with technical executive teams and driving customer digital transformation with enterprise products or success in senior roles, Product Management or technical/business consulting roles attributing to technical delivery management or/program management for large, complex, and global strategic customers.
* Communication and Leadership: This role requires strong communication/presentation skills, as well as displaying strong leadership and confidence in all levels of customer engagement/situations. Ability to articulate business value to various stakeholders within customer organization including IT and business leaders.
* Technical and IT Automation Domain Expertise Knowledge: Ability to understand the business requirements and technical problems and help them with best practices and the right next action.
* Relationship Building: Proven track record of building relationships with senior customer executives in enterprise or strategic accounts. Experience in managing different levels of leadership team engagement a regular basis required.
* Program Management: Proven track record of planning for a portfolio of engagements, on-time deliveries, cross-group collaboration, and critical thinking is required.
* Education: Bachelor's degree in Business, Engineering, or Science or equivalent practical experience required
Compensation and Benefits
* Medical, dental, and vision insurance
* 33 PTO days
* Strong company culture
* Autonomy and growth
* An open-minded environment that encourages innovation
* Salary range: £80-90K OTE