Senior Customer Success Manager
- Salary
- £50K–£55K
- Hiring from
- United Kingdom
- Work type
- Hybrid
- Posted
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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: Bristol office-based, hybrid (2 days a week in the office). You’ll need to live within commuting distance of Bristol.
At CareScribe, we’re building the foundations for more inclusive, neurodiverse-friendly spaces.
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. We believe organisational trust is earned through genuine adoption, measurable outcomes, and products that people truly value.
We’re now looking for a Senior Customer Success Manager to own and grow our largest, most strategic enterprise customers.
A note from the hiring manager
Hi, I’m Chris Dring, Head of Customer Experience. This is a highly commercial role, and I’m looking for someone who owns the number across a strategic portfolio, finds and closes growth in their accounts, and sees renewals and expansion as the natural result of the value they deliver.
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 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 growing the revenue they bring. You’ll set the growth plan for each account, build your own pipeline of upsell and cross-sell opportunities, and close them through to contract signature, against agreed ARR expansion and NRR targets.
Alongside that, you’ll make sure every customer clearly sees the value and return they’re getting from us. That’s what makes renewals straightforward and growth possible.
As the most senior CSM in the team, you’ll help shape how we work as we grow, from playbooks and processes to sharing what works, and you’ll coach and support others along the way.
In this role, success means growing ARR across your portfolio and hitting your expansion and retention targets. Renewals are planned early and closed on time, risks are dealt with before they escalate, and customers see you as a strategic partner who helps them get more from CareScribe.
What you’ll be doing
Renewing and protecting revenue
Location: Bristol office-based, hybrid (2 days a week in the office). You’ll need to live within commuting distance of Bristol.
At CareScribe, we’re building the foundations for more inclusive, neurodiverse-friendly spaces.
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. We believe organisational trust is earned through genuine adoption, measurable outcomes, and products that people truly value.
We’re now looking for a Senior Customer Success Manager to own and grow our largest, most strategic enterprise customers.
A note from the hiring manager
Hi, I’m Chris Dring, Head of Customer Experience. This is a highly commercial role, and I’m looking for someone who owns the number across a strategic portfolio, finds and closes growth in their accounts, and sees renewals and expansion as the natural result of the value they deliver.
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 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 growing the revenue they bring. You’ll set the growth plan for each account, build your own pipeline of upsell and cross-sell opportunities, and close them through to contract signature, against agreed ARR expansion and NRR targets.
Alongside that, you’ll make sure every customer clearly sees the value and return they’re getting from us. That’s what makes renewals straightforward and growth possible.
As the most senior CSM in the team, you’ll help shape how we work as we grow, from playbooks and processes to sharing what works, and you’ll coach and support others along the way.
In this role, success means growing ARR across your portfolio and hitting your expansion and retention targets. Renewals are planned early and closed on time, risks are dealt with before they escalate, and customers see you as a strategic partner who helps them get more from CareScribe.
What you’ll be doing
Renewing and protecting revenue
- Own renewals end to end, from early planning and negotiation through to signature, against agreed retention targets.
- Spot risk early, put plans in place to address it, and keep an accurate forecast of retained, at-risk and growing ARR.
Growing 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. We offer:
Our hiring process
We aim to keep things straightforward and respectful of your time. Please apply with your CV and answer a short question about your experience growing accounts. A cover note is welcome but optional.
We’ll review your application, and if successful, the next steps are:
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 let us know where you are in the move when you answer the application questions.
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 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.
- Own the expansion strategy for each account, using adoption and usage data to find growth opportunities.
- Build and manage your own pipeline of upsell and cross-sell opportunities, and close them through to contract signature.
- Build the commercial case for additional products and services with budget holders and decision makers.
- Build and run strategic account plans for each customer, with clear growth targets, objectives and success measures.
- Lead regular business reviews with senior stakeholders, reporting on value delivered and the opportunities ahead.
- Lead onboarding for new strategic accounts, tailoring the journey to deliver early value.
- Find and back the champions who spread adoption across teams, and run training that opens up wider use across the organisation.
- Share what you’re hearing, and the data behind it, with Product, Marketing and Sales, so customer needs shape what we build and how we sell.
About you
You’ll likely be a great fit if you have:
- A track record of owning renewals and building and closing a pipeline of self-generated expansion opportunities, against personal revenue targets, across a portfolio of strategic enterprise accounts
- Senior-level experience in B2B SaaS, managing enterprise customers with complex, multi-stakeholder buying groups
- Measurable results to show for it, such as expansion ARR, NRR or retention
- Strong commercial acumen, and confidence negotiating and closing contracts with budget holders and senior decision makers
- Built trusted advisor relationships with customers and senior stakeholders, from day-to-day champions to decision makers
- Coached and mentored other CSMs, sharing expertise to raise the capability of the wider team
It’s a bonus if you:
- Know your way around HubSpot, Jira or Pendo
- 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. We offer:
- Transparent pay and progression frameworks linked to development and impact
- 25 days holiday (rising to 30) plus bank holidays, with the option to buy more
- Up to 16 weeks’ full pay and 8 weeks’ half pay parental leave (up to 6 weeks for partners)
- 5% employer pension contribution, with the option to salary sacrifice
- Company sick pay: 4 weeks at 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 answer a short question about your experience growing accounts. A cover note is welcome but optional.
We’ll review your application, and if successful, the next steps are:
- A first conversation with the hiring manager (virtual, 25 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 let us know where you are in the move when you answer the application questions.
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 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.
