UK (Remote or Hybrid, it’s up to you!)
£40,000 base pa plus OTE (dependent on experience)
Perks
* Monthly Health & Wellness budget, increasing with length of service
* Annual Learning and Development budget, increasing with length of service
* Flexible working in a choice-first environment – we trust the way you want to work!
* Work From Home Allowance
* 25 Holiday Days + your local bank holidays, plus an extra day for every year of service
* Your birthday off
* Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave
* Optional Healthcare Plan
* Life & income protection (Location dependent)
* Employee Assistance Programme (UK Only)
* The opportunity to share in the company’s success through options
* If you’re in London, a dog‑friendly office with great classes, events, and a rooftop terrace
The Role
Our mission is to help large successful brands like Uber, Amazon, Wise, HelloFresh (and more!) put their customers at the centre of everything they do. Using best‑in‑class tech in a fast‑developing AI space, our Customer Experience Intelligence platform continuously analyses explicit and implicit feedback to enable our clients to identify what they should do next.
We’re now looking for a talented XLG Programme Manager to join our XLG Team!
In This Role, You Will
* Partner with customers to integrate their core use cases into everyday workflows so they become part of business‑as‑usual operations
* Develop and maintain a clear view of the value delivered within each account, using it to support a growth‑led approach to renewals
* Manage the health of your account portfolio by monitoring adoption, identifying and tracking risks, and ensuring accounts stay on track
* Own the renewal process for your accounts, proactively identifying risks early and working through them to resolution before they expand into issues
* Build trusted relationships with key stakeholders and gain a clear understanding of what success looks like for each customer
* Collaborate with Analysts, Tech Support, and Product teams to resolve issues quickly and keep accounts progressing smoothly
* Maintain accurate account records and health data to ensure the wider team always has a clear, up‑to‑date view
* Learn from the XLG Team around you and actively contribute ideas to improve how we work and deliver value
What You’ll Need
* Experience in a Customer Success, Account Management or XLG role
* Confident managing a portfolio of accounts and keeping multiple customers progressing smoothly at the same time
* Ability to build credible, trusted relationships with customers quickly and effectively
* Highly organised, with a strong track record of following through on commitments
* Exposure to SaaS platforms is beneficial but not required
* Commercially aware, with an understanding of how customer value links to business outcomes
Diversity & Inclusion
We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team. We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!
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