Customer Success Manager

About Pixaera

Our mission is to empower every worker to do their job safely and effectively, so they can go home to their family at the end of every shift. That’s why we’re building the operating system for safe front-line work, a huge opportunity with real-world impact. Whether it’s an oil rig in the middle of the ocean or a construction site closer to home, Pixaera is made for the people who keep the world running.

We’re a global team of developers, creatives, go-to-market specialists and more. We move fast, we embrace AI, and we’re incredibly focused on delivering for our customers. If you want your work to have real impact, while working with amazing people, talk to us about coming aboard.

Role Overview

We're looking for a commercially-driven Customer Success Manager to manage a portfolio of ~20 medium to high growth potential accounts. This is a highly proactive role where you will directly own revenue outcomes - leading renewals, negotiating contracts, and expanding accounts through a high-touch approach combining support and proactive commercial execution, partnering with Account Executives (AEs) to achieve portfolio growth while ensuring seamless delivery and value realisation for every client.

You'll be confident holding commercial conversations with senior stakeholders, comfortable owning a number, and motivated by growing the accounts you manage. Service excellence remains the foundation of the role: the difference is that you'll use it as a springboard for commercial growth, not as the finish line.

Key Responsibilities

Commercial Ownership & Growth

• Own the renewal cycle end-to-end across your portfolio - forecasting, leading commercial conversations, negotiating terms and securing on-time renewals to protect and grow recurring revenue.
• Identify, qualify and drive expansion opportunities - upsell, cross-sell, new use cases and additional sites or users - from within your existing accounts.
• Lead commercial negotiations and manage contracting and renewal paperwork through to signature, working with internal commercial, legal and finance partners.
• Build and manage a pipeline of growth opportunities within your book, generating qualified leads from your accounts and partnering with Account Executives where larger new-business motions arise.
• Own the commercial metrics for your portfolio - gross and net revenue retention and expansion targets - and report transparently on forecast, pipeline and risk.

Account Management & Value Realisation

• Build strategic, trusted-advisor relationships with senior client stakeholders across procurement, safety, learning and operations.
• Drive adoption and demonstrable value, running business reviews that tie platform usage to client outcomes and build the case for renewal and expansion.
• Develop account plans that map stakeholders, value drivers and growth potential for each client.

Service & Delivery Excellence

• Ensure a smooth onboarding and implementation experience for new clients, partnering with delivery and implementation teams.
• Take proactive ownership of escalations and client issues, coordinating internal resources to resolve them quickly and protect the relationship.
• Facilitate change-management and content requests between clients and internal teams, ensuring requirements are clearly articulated and delivered on time.

Internal Collaboration

• Provide structured feedback to the Product team on client needs and insights, helping shape the future direction of the platform.
• Work closely with content and safety teams to identify and prioritise client-specific content requirements.
• Act as a product expert, empowering internal teams and clients with the knowledge to maximise value.

What Success Looks Like (First 12 Months)

• On-time renewals secured across your portfolio, with retention at or above target.
• A self-generated pipeline of expansion opportunities, with a meaningful share closed and contributing to net revenue retention.
• Trusted, multi-threaded relationships established across your key accounts, reaching senior commercial and operational stakeholders.
• Accurate, reliable forecasting that leadership can plan against.
• Clients who can clearly articulate the value Pixaera delivers - and who advocate for us internally.

Please note this is a hybrid role requiring three days per week on-site in Manchester city centre.

Essential

• Proven SaaS account management, customer delivery, or commercial experience managing a portfolio of high growth potential clients.
• A demonstrable track record of commercial ownership - leading renewals, negotiating contracts and driving account expansion or revenue growth.
• Confidence and credibility in commercial conversations with senior stakeholders, including holding price and negotiating terms.
• Comfort owning and forecasting against commercial targets such as retention and expansion metrics.
• Exceptional relationship-building and stakeholder-management skills.
• Strong commercial judgement - able to balance client advocacy with Pixaera's commercial interests.
• Excellent problem-solving capabilities with a proactive approach to resolving client challenges.
• Willingness and ability to travel regularly to meet clients on-site.
• Tech-savvy, with the ability to learn new technologies quickly.

Desirable

• Experience in the learning & development, training or LMS space.
• Experience managing or selling into accounts in energy, construction or other industrial / high-risk sectors.
• Familiarity with VR or immersive technology.
• A strong desire to help a startup grow, with an interest in scaling from seed to acquisition / IPO.

How do we support and benefit our employees:

• Competitive salary and stock options — everyone shares in what we're building
• 25 days holiday + public holidays
• Fully equipped setup from day one (no waiting for laptops)
• Regular company offsites and team socials
• A flat, transparent culture with direct access to leadership

At Pixaera, we're committed to building a workplace where everyone feels respected, supported, and empowered to thrive. We believe that diverse perspectives fuel creativity and innovation, which is why we celebrate individuality and foster an environment of inclusion and belonging.

We're proud to be an equal opportunity employer — discrimination of any kind has no place here. No matter your background, identity, or lived experience, you're welcome at Pixaera.