Senior Customer Success Manager / Account Manager
We’re Xelix, an AI‑powered Control Centre for Accounts Payable teams. We work with large global companies to automate and enhance their financial control processes. We recently raised Series A funding, grew to almost 100 employees, and won industry awards.
About The Role
* Act as a consultant to our highest‑tier customers: build CSPs, monitor value realization, and present success metrics to C‑Suite.
* Develop a deep understanding of customers’ business priorities, objectives, challenges, architecture, and roadmap.
* Consistently monitor customer health & engagement; proactively identify churn risk and engage stakeholders.
* Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers, decision‑makers, and influence leaders.
* Proactively triage technical and non‑technical queries and identify solutions with efficiency.
* Administer renewals, reduce churn, and promote upsell of new Xelix products while expanding contract values.
* Serve as the voice of the customer internally and collaborate with the Product team to prioritize the roadmap.
* Communicate product deliverables and timelines to customers.
* Work collaboratively with commercial and technical teams to find the best product solutions.
* Collaborate with other CSMs, founders, and commercial teams on strategic topics such as market trends & competition analysis.
What You’ll Bring
* At least 3 years of experience in Customer Success, Sales, or Project Management in a fast‑paced tech company.
* Experience managing complex enterprise customers with six‑figure ACVs and senior‑level engagement.
* A track record of identifying at‑risk customers and driving complex resolution plans.
* Success in managing cross‑sells, upsells, and renewals, preferably with MEDDIC experience.
* A quick learner who can grasp new technologies, product features, and processes rapidly.
* Strong time‑management and prioritization skills.
* Clear and accurate verbal and written communication skills.
* Strong attention to detail and the ability to manage multiple complex work streams.
* Confident, high‑energy, personable, with proven success building relationships.
* Robust analytical and problem‑solving skills.
* Passion for delivering exceptional customer experiences.
What We Offer
* Competitive salary £55,000‑£70,000, plus commission.
* 27 days annual leave (including 3 days Christmas closing), with rollover option.
* Hybrid working: two days a week from Hoxton office and on‑site gym.
* Comprehensive private medical & dental cover with Vitality.
* Enhanced parental leave pay.
* £500 annual budget for personal learning & development.
* Carbon‑neutral operations and ambitious reduction goals.
* Team socials, activities, and an annual retreat.
Location
London, England, United Kingdom
Employment Details
* Full‑time, 9:00 AM–6:00 PM, Monday‑Friday.
* Mid‑Senior level.
Inclusion & Diversity
We believe that people from diverse backgrounds, with different identities and experiences, make our company and product better. If you have a disability, let us know any way we can make the interview process better for you – we’re happy to accommodate.
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