About Hook
We’re building the future of customer growth. At Hook, we use AI and Machine Learning to help businesses predict revenue with accuracy, drive customer loyalty, and capture massive value from their existing customers.
We’re a Series A company who ranked 33 out of 100 on the Sifted fastest growing startups and we have raised multi‑million in funding from some of the top investors in Europe and the US (e.g. Balderton Capital and Lightspeed) and have an enviable list of customers that we’re working with including some of the fastest growing companies in the world. We’re looking for ambitious people that want to be part of our meaningful vision of changing how businesses engage with their customers, and of building one of the world’s leading workplaces for great people along the way.
The Role
We are looking for an experienced Customer Success Manager/Account Manager to partner with our ever‑growing customer base. Many of our customers are customer success professionals themselves, so you’ll be working with people who deeply understand the challenges and opportunities in CS. That means you’ll need to bring credibility, insight, and technical depth to every conversation.
In this role, you’ll own the customer lifecycle end‑to‑end: from initial strategy sessions to adoption, value realisation, and renewals. You’ll ensure our customers achieve measurable success with Hook, while shaping how we define and deliver customer success as a discipline.
Hook’s Customer Growth function is not about reactive support, it’s about being a strategic, data‑driven partner. We believe the future of Customer Growth lies in blending commercial ownership, technical expertise, and consultative problem solving. This is a chance to be part of that future and to help define how it looks.
If you love solving customer problems, excel at juggling multiple projects, and have a knack for turning complex data and product features into clear business outcomes, we’d love to speak to you.
What You’ll Be Doing
* Drive customer outcomes and renewals: project manage success plans, run strategic reviews, and lead all renewal/commercial conversations.
* Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.
* Partner with customer success leaders: build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.
* Map and influence stakeholders: engage cross‑functionally with customers across revenue, operations, product and data teams.
* Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.
* Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.
Who are we looking for?
* Prior experience in a Customer Success or Account Management role, ideally in a SaaS/technology environment.
* Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.
* Proven track record achieving commercial targets, including renewals and expansion.
* Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.
* Experience building outcome‑driven customer success plans and managing multiple workstreams simultaneously.
* Organised and proactive: able to prioritise accounts effectively while also thriving in a fast‑moving environment with evolving playbooks.
Base salary
£60,000 – £75,000 + 30% OTE (depending on experience)
Benefits
* 27 days holiday (option to buy and sell holiday) + bank holidays
* Generous stock options
* Private health insurance
* Flexible monthly wellness allowance usable on gyms, yoga, mental health & healthy food
* Annual learning & development budget for every employee
* Flexible working – team meets in office three days a week; otherwise remote or office in Liverpool Street
* The best equipment for everyone to work with
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Other
Industries
Software Development
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