Senior Customer Success Manager

About Us: Onclusive is a world leader in media intelligence technology and services dedicated to supporting PR, Communications and Marketing professionals. We deliver leading-edge innovation, human expertise, and unmatched media reach in a suite of media management, monitoring and analysis solutions that support every stage of the communications cycle. Our unified platform and services enable our customers to make fast, accurate, data-driven decisions about their communications and marketing strategies, allowing them to prove and improve their value. About the Role: A Customer Success Manager (CSM) at Onclusive acts as a strategic partner to clients, ensuring they derive maximum value from our media intelligence tools throughout the customer lifecycle. Your responsibilities: Act as the primary point of contact for strategic US-based clients, fostering trust-based relationships to ensure high customer satisfaction. Oversee the complete renewal process for a portfolio of 200-300 clients, actively identifying potential risks and implementing plans to reduce churn. Identify upsell and cross-sell opportunities by aligning Onclusive’s platform capabilities with client business objectives. Partner with Product and Marketing teams to drive adoption of new features and ensure clients fully utilize the toolset. Demonstrate ROI and business impact through regular, data-backed performance reporting and business reviews to maximize retention and facilitate expansion. Who you are: bachelor degree or equivalent in marketing, communications, or a similar discipline. A minimum of 5 years of experience in SaaS customer success, with a proven track record of meeting growth objectives and retention targets. Full professional fluency in English, with a strong understanding of American colloquialisms. Experience in customer training, CRM software usage, and overseeing the entire renewal process, including contract negotiations. Possess a warm and approachable character, capable of cultivating deep-seated professional connections and fostering client confidence. What we can offer: We are a global fast growing company which offers a variety of opportunities for you to develop your skill set and career. In exchange for your contribution, we can offer you: Competitive salary and benefits Hybrid working in a team that is passionate about the work we deliver and supporting the development of those that we work with A company focus on wellbeing and work life balance including initiatives such as flexible working and mental health support We offer access to professional training platforms such as LinkedIn Learning and Coursera to support ongoing development. We also offer virtual training sessions - with real humans to help further support your learning needs. We want the best talent available, regardless of race, religion, gender, gender reassignment, sexual orientation, marital status, pregnancy, disability or age.