Customer Success Manager, MM/ENT

**This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Customer Success Manager, MM/ENT based in United Kingdom.** This is an opportunity to join a global, remote-first environment focused on helping organizations build and manage international teams with confidence. In this role, you will become a trusted advisor for mid-market and enterprise customers, guiding them throughout their entire lifecycle from onboarding to long-term success. You will own customer relationships, drive retention, identify growth opportunities, and help clients achieve measurable value through strategic partnership. Working across diverse industries and regions, you will collaborate with internal teams while leveraging automation and AI-driven tools to improve efficiency and customer outcomes. This position is ideal for a proactive, customer-focused professional who thrives in a fast-paced, international environment and enjoys solving complex business challenges. ### Accountabilities: - Own the full customer lifecycle for a portfolio of mid-market and enterprise accounts, from implementation and onboarding through long-term partnership and retention. - Build strong relationships with key stakeholders, acting as a trusted advisor and advocate for customer goals and business outcomes. - Develop and execute customer success plans, structured business reviews, and engagement strategies to maximize value and satisfaction. - Manage a high-volume customer portfolio while continuously prioritizing activities, maintaining communication cadence, and ensuring consistent customer experience. - Identify customer risks, including early churn indicators, and proactively execute mitigation strategies through collaboration and clear escalation processes. - Lead operational reviews and quarterly business reviews, ensuring decisions, action items, and customer insights are accurately documented. - Partner with Sales and internal teams to identify expansion opportunities, cross-sell opportunities, and commercial growth initiatives. - Maintain strong operational discipline through accurate CRM and customer management system updates. - Use approved AI and automation tools to improve workflow efficiency, communication quality, and customer engagement. - Contribute to team knowledge sharing and help improve customer success processes and best practices. ### Requirements: - Proven experience in Customer Success Management, account management, or a similar customer-facing role. - Experience managing complex mid-market or enterprise customer portfolios with a strong focus on retention and growth. - Demonstrated ability to lead implementation projects and manage multiple priorities in a dynamic environment. - Strong stakeholder management skills with the ability to build relationships across different organizational levels. - Excellent written and verbal communication skills in English, with the ability to deliver clear, structured, and impactful messaging. - Strong problem-solving mindset with the ability to understand customer challenges and deliver effective solutions. - Experience identifying commercial opportunities, including expansions and cross-sell opportunities. - Highly organized and detail-oriented, with strong ownership of processes, documentation, and follow-through. - Comfortable working independently in a remote and asynchronous environment. - Curious, adaptable, and motivated by continuous improvement, innovation, and the use of technology to enhance customer experiences. ### Benefits: - Fully remote work environment with the flexibility to work from anywhere. - Flexible working hours within an asynchronous work culture. - Competitive compensation package, including base salary and variable performance-based compensation. - Flexible paid time off to support work-life balance. - Comprehensive health and wellbeing support programs. - Paid parental leave. - Stock options and opportunitie…