Customer Success Manager - Central London Office

Powtoon is a leading AI-powered visual communication platform trusted by 95% of the Fortune 500 to transform how organisations communicate, train, onboard, and scale knowledge. From AI-generated video and enterprise branding to interactive avatars and global localisation, Powtoon helps businesses turn complex information into engaging, scalable experiences across the workforce. As our Enterprise business continues to grow, we are looking for a commercially-minded Customer Success Manager to partner with strategic customers, drive measurable business outcomes, and own retention and expansion across a portfolio of Mid-Market and Enterprise accounts. This is not a traditional support-led CSM role. This is a strategic, commercially accountable role focused on: customer outcomes revenue retention expansion growth executive stakeholder management long-term partnership building You will work closely with Sales, Product, and Leadership teams while acting as a trusted advisor to some of the world’s most recognised organisations. What You’ll Be Responsible For Manage and grow a portfolio of Enterprise and Mid-Market customers Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation teams Deeply understand customer goals, organisational priorities, and success metrics Drive onboarding, adoption, engagement, and long-term value realisation Lead strategic business reviews focused on outcomes, ROI, and growth opportunities Identify and progress expansion opportunities in partnership with Account Executives Use customer data and platform insights to proactively drive adoption and reduce risk Act as the voice of the customer internally by collaborating closely with Product and Leadership teams Help customers scale their use of AI-powered communication and enablement across their organisation What Makes Someone Successful Here You’re commercially minded and genuinely enjoy helping customers succeed You’re consultative rather than reactive You know how to build credibility with senior stakeholders You can uncover business pain points and translate them into growth opportunities You combine relationship-building skills with analytical thinking You thrive in fast-moving environments where ownership and autonomy matter You’re excited by AI, transformation, and the future of workplace communication What We’re Looking For 3–6+ years experience in Customer Success, Account Management, or commercial post-sales roles within B2B SaaS Experience owning retention, renewals, or expansion targets Comfortable managing Enterprise or strategic customer relationships Strong commercial acumen and analytical capability Ability to interpret customer usage data and translate insights into action plans Strong discovery, presentation, and storytelling skills Experience partnering closely with Sales teams on expansion opportunities Excellent written and spoken English Nice to Have Experience working with Enterprise L&D, HR, Internal Communications, or Enablement teams Experience with AI-enabled, transformation, or communication-focused platforms Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM/CS tools Why Join Powtoon? Join a profitable, growing global SaaS company used by millions worldwide Work with globally recognised Enterprise customers Play a visible role in one of the company’s fastest-growing business areas Be part of a collaborative, ambitious, and entrepreneurial culture Hybrid working from our Central London office (Aldwych) Weekly Deliveroo allowance Fully stocked office Volunteering initiatives CycleScheme