Senior Customer Success Manager

Senior Customer Success Manager | Strategic Accounts

London (3 days office / 2 days remote)

Up to £70,000 Base + 10-15% Bonus + RSUs

We're partnering with a high-growth SaaS business looking to hire a Senior Customer Success Manager to take ownership of a small portfolio of high-value, strategic merchant accounts.

This is a consultative, relationship-led position focused on driving customer outcomes, retention, growth, and long-term partnerships across a select group of Tier 1 customers.

What You'll Be Doing

• Managing a small, carefully curated portfolio of strategic accounts
• Acting as a trusted advisor to senior stakeholders within merchant organisations
• Driving customer adoption, engagement, retention, and account growth
• Leading regular business reviews and strategic planning sessions
• Identifying expansion opportunities and partnering closely with commercial teams
• Coordinating cross-functionally with Product, Technical, and Operations teams to ensure customer success
• Building strong executive-level relationships and becoming the primary point of contact for key accounts

What We're Looking For

• Proven Customer Success, Account Management, or Strategic Relationship Management experience within a SaaS environment
• Background working in the payments, e-commerce, or logistics technology space - must
• Experience managing merchants as your core customer base
• Track record of owning a small portfolio of high-value, enterprise or Tier 1 accounts
• Strong commercial mindset with the ability to drive retention and growth
• Experience engaging and influencing senior stakeholders and decision-makers
• Excellent communication, relationship-building, and strategic account management skills
• Fluent/Native in Spanish, Italian or German. Alongside English

THIS ROLE DOES NOT OFFER SPONSORSHIP