CA
Senior Customer Success Manager
- Salary
- £50K–£55KGBP
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
- Oct 1, 2026
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Base salary: £50,000–£55,000 depending on experience (rising to £60,000 as you develop in the role) + 25% OTE
Location: Hybrid, with at least 2 days per week in our Bristol office. You'll need to live within commuting distance of Bristol.
At CareScribe, we're building the foundations for more inclusive, neurodiverse-friendly spaces.
We build assistive technology that removes barriers and helps people work and study independently. Our products are used by thousands of students, employees and organisations across the UK, including Caption.Ed, for live captioning and note-taking, and TalkType, dictation software that turns voice into text.
Our ambition is to become a trusted partner for organisations, combining technology, knowledge and enablement to make inclusion work in real life, every day. Not just through individual adjustments, but through systems, tools and confidence that scale.
Everything we build is grounded in real user needs and lived experiences. Many of our users are neurodivergent or disabled, and they rely on our products every day. We believe trust is earned through genuine adoption, measurable outcomes and products people truly value.
We're recently PE backed and moving from startup to scale up. We're being bold about the direction: expanding beyond the UK, growing from individual products into a wider platform with new products in development, and sharpening our focus on where we can have the most impact. This role sits right in the middle of that shift.
As we grow, we're looking for a Mid Level QA Engineer to drive quality, usability and accessibility across our products, now and as the platform grows.
A Note from the Hiring Manager:
Hi, I'm Chris Dring, Head of Customer Experience. I'm looking for someone who sees Customer Success as both a customer and a commercial role. You care about the people you work with, you take the initiative, and you're comfortable owning the revenue that comes with a strategic portfolio.
We have a clear strategy to grow the B2B side of our business, and this role is critical to delivering it. You'll have genuine influence from day one, and I want you to respectfully challenge our ideas and help build a leading Customer Success function. You'll own your outcomes, knowing the team has your back and the best idea wins, regardless of seniority.
About the Role
You'll own a portfolio of around 10 of our largest global enterprise customers, from onboarding through to renewal, and be accountable for protecting and growing the revenue they bring. You'll work with senior stakeholders to understand what each organisation is trying to achieve, build the plan to get them there, and make sure they can clearly see the value and return they're getting from us.
As a senior member of the team, you'll help shape and build our Customer Success function as we grow. You’ll be the person others turn to when an account gets complicated, and your customer insight will inform decisions across the business.
In this role, success means customers clearly achieve value and ROI from adopting our products. Renewals are planned early, executed smoothly and closed on time. Risks are surfaced and addressed before they escalate, and revenue growth is driven by outcomes rather than transactions. Customers view you as a strategic partner, not a support function.
What You'll Be Doing
Owning your accounts
About You
You'll likely be a great fit if you have:
It's a bonus if you:
Working at CareScribe
Our Senior Customer Success Manager base salary is £50,000 - £55,000 depending on experience (rising to £60,000 as you develop in the role), plus 25% OTE.
We want CareScribe to be a place where people can do great work, grow their careers, and feel supported and offer:
Our Hiring Process
We aim to keep things straightforward and respectful of your time. Please apply with your CV and a short cover note, We will undertake an initial review of your application, if successful:
Location
This role needs you in our Bristol office at least two days a week. We can only consider applications from people who already live within commuting distance, or who are actively in the process of relocating to the Bristol area.
If you're relocating, please tell us in your cover note where you are in the move.
Right to Work in the UK
This role is open to candidates who already have the right to work in the UK. We're not currently able to offer visa sponsorship.
Equal Opportunities
CareScribe is committed to building a diverse, inclusive, and supportive workplace. We want everyone here to feel valued, respected, and able to do their best work.
Location: Hybrid, with at least 2 days per week in our Bristol office. You'll need to live within commuting distance of Bristol.
At CareScribe, we're building the foundations for more inclusive, neurodiverse-friendly spaces.
We build assistive technology that removes barriers and helps people work and study independently. Our products are used by thousands of students, employees and organisations across the UK, including Caption.Ed, for live captioning and note-taking, and TalkType, dictation software that turns voice into text.
Our ambition is to become a trusted partner for organisations, combining technology, knowledge and enablement to make inclusion work in real life, every day. Not just through individual adjustments, but through systems, tools and confidence that scale.
Everything we build is grounded in real user needs and lived experiences. Many of our users are neurodivergent or disabled, and they rely on our products every day. We believe trust is earned through genuine adoption, measurable outcomes and products people truly value.
We're recently PE backed and moving from startup to scale up. We're being bold about the direction: expanding beyond the UK, growing from individual products into a wider platform with new products in development, and sharpening our focus on where we can have the most impact. This role sits right in the middle of that shift.
As we grow, we're looking for a Mid Level QA Engineer to drive quality, usability and accessibility across our products, now and as the platform grows.
A Note from the Hiring Manager:
Hi, I'm Chris Dring, Head of Customer Experience. I'm looking for someone who sees Customer Success as both a customer and a commercial role. You care about the people you work with, you take the initiative, and you're comfortable owning the revenue that comes with a strategic portfolio.
We have a clear strategy to grow the B2B side of our business, and this role is critical to delivering it. You'll have genuine influence from day one, and I want you to respectfully challenge our ideas and help build a leading Customer Success function. You'll own your outcomes, knowing the team has your back and the best idea wins, regardless of seniority.
About the Role
You'll own a portfolio of around 10 of our largest global enterprise customers, from onboarding through to renewal, and be accountable for protecting and growing the revenue they bring. You'll work with senior stakeholders to understand what each organisation is trying to achieve, build the plan to get them there, and make sure they can clearly see the value and return they're getting from us.
As a senior member of the team, you'll help shape and build our Customer Success function as we grow. You’ll be the person others turn to when an account gets complicated, and your customer insight will inform decisions across the business.
In this role, success means customers clearly achieve value and ROI from adopting our products. Renewals are planned early, executed smoothly and closed on time. Risks are surfaced and addressed before they escalate, and revenue growth is driven by outcomes rather than transactions. Customers view you as a strategic partner, not a support function.
What You'll Be Doing
Owning your accounts
- Build and run account plans for our most complex, high-value customers, balancing what they need with where we're heading as a business.
- Lead regular business reviews with senior stakeholders and step in early when an account needs attention.
- Use usage data to understand how customers really use our products and build long-term engagement plans from it.
- Find and back the champions who spread adoption across teams.
- Run training on what's new and why it matters, and use what you learn to improve the customer journey for everyone.
- Own renewals end to end against agreed revenue targets, from early planning and forecasting through to negotiation and contract signature.
- Spot where customers could get more from us, and lead upsell and cross-sell conversations with budget holders and decision makers.
- Share what you're hearing, and the data behind it, with Product, Customer Support, Marketing and Sales, so customers’ needs shape what we build and how we sell.
- Help define our ideal customer profile, keep handovers from Sales smooth, and feedback on the playbooks and processes that help the wider team deliver consistently.
About You
You'll likely be a great fit if you have:
- Senior Customer Success or Account Management experience in B2B SaaS, managing a portfolio of high value enterprise accounts
- Built strong partnerships with a range of stakeholders, from champions and influencers through to budget holders and decision makers
- Owned renewals and expansion, consistently delivering against revenue targets
- A proven track record of protecting and growing ARR, with results such as retention, NRR or expansion revenue
- Led commercial conversations with senior stakeholders, built on the value you've delivered, through to contract signature
- Spotted risk early and confidently led the work to address it, protecting key accounts
- Helped shape how a Customer Success team works, bringing strategic thinking and respectfully challenging ideas
- Coached and mentored other CSM’s, helping them develop their skills and performance
It's a bonus if you:
- Know your way around HubSpot, Notion and Asana.
- Have managed global accounts across multiple regions
- Bring an interest in or experience of neurodiversity, accessibility or workplace inclusion
Working at CareScribe
Our Senior Customer Success Manager base salary is £50,000 - £55,000 depending on experience (rising to £60,000 as you develop in the role), plus 25% OTE.
We want CareScribe to be a place where people can do great work, grow their careers, and feel supported and offer:
- Transparent pay and performance frameworks
- 25 days holiday (rising to 30) plus bank holidays, with the option to buy
- Up to 16 weeks' full-pay/8 weeks half-pay parental leave (up to 6 weeks for partners)
- 5% employer pension contribution with option to salary sacrifice
- Company sick pay - 4 weeks full pay and 4 weeks at half pay
- Spill mental wellbeing support and Health Shield cash plan
- £250 annual learning allowance
- 10 "Work Away" days each year
- Free access to Caption.Ed and TalkType for friends and family
- Two paid volunteer days
- Team socials, away days, and a dog-friendly office
- Matched charity donations
Our Hiring Process
We aim to keep things straightforward and respectful of your time. Please apply with your CV and a short cover note, We will undertake an initial review of your application, if successful:
- A first conversation with the hiring manager - (20 minutes)
- A follow-up interview (virtual, 50 minutes)
- A final in-person session including a short practical task and time to meet the team
Location
This role needs you in our Bristol office at least two days a week. We can only consider applications from people who already live within commuting distance, or who are actively in the process of relocating to the Bristol area.
If you're relocating, please tell us in your cover note where you are in the move.
Right to Work in the UK
This role is open to candidates who already have the right to work in the UK. We're not currently able to offer visa sponsorship.
Equal Opportunities
CareScribe is committed to building a diverse, inclusive, and supportive workplace. We want everyone here to feel valued, respected, and able to do their best work.