Senior Customer Success Manager

58 Days Old

Senior Customer Success Manager - 12 Month FTC London (Hybrid – 3 days office-based in central) £60,000 - £68,000 + commission
A high-growth, AI-powered customer intelligence platform is looking for a commercially driven operator to take ownership of their enterprise expansion strategy. The platform helps global brands turn unstructured customer data into actionable insight, with clients across sectors including financial services, tech, FMCG, and media. You’ll be joining a 50-person team (split between London and Manchester), with a growing presence in the US. Their platform is used by teams in CX, insight, brand, and digital — and is particularly strong in survey analysis, conversational analytics, and fan intelligence.
THE ROLE You’ll take the commercial lead across a range of strategic enterprise accounts — working alongside Account Managers to identify and secure upsell and cross-sell opportunities. You’ll be responsible for: Driving account expansion into new use cases and budget lines Managing renewal strategies and reducing churn across key clients Tracking commercial metrics: NPS, usage, retention and performance KPIs Partnering with Customer Success to ensure programmes of work align with business objectives Acting as a commercial voice within the business, bringing clarity and structure to how the platform scales across enterprise accounts This is a strategic, client-facing role with full visibility of revenue across a key set of customers.
YOUR EXPERIENCE 6–12 years’ experience in a commercial or client-facing role Background in insight agencies, SaaS, BI platforms or customer experience Proven track record in identifying revenue opportunities within existing client relationships Comfortable navigating complex stakeholders and influencing at senior levels Excellent communicator with a commercial mindset
INTERESTED? Send your CV to roshnibaillie@harnham.com or through the Apply link on this page to register your interest.
Please note: this role does not offer visa sponsorship
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Location:
City Of London, Greater London
Job Type:
FullTime

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