Senior Customer Success Manager

Senior Customer Success Manager | Strategic AccountsLondon (3 days office / 2 days remote) Up to £70,000 Base + 10-15% Bonus + RSUsWe'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 DoingManaging a small, carefully curated portfolio of strategic accountsActing as a trusted advisor to senior stakeholders within merchant organisationsDriving customer adoption, engagement, retention, and account growthLeading regular business reviews and strategic planning sessionsIdentifying expansion opportunities and partnering closely with commercial teamsCoordinating cross-functionally with Product, Technical, and Operations teams to ensure customer successBuilding strong executive-level relationships and becoming the primary point of contact for key accountsWhat We're Looking ForProven Customer Success, Account Management, or Strategic Relationship Management experience within a SaaS environmentBackground working in the payments, e-commerce, or logistics technology space - mustExperience managing merchants as your core customer baseTrack record of owning a small portfolio of high-value, enterprise or Tier 1 accountsStrong commercial mindset with the ability to drive retention and growthExperience engaging and influencing senior stakeholders and decision-makersExcellent communication, relationship-building, and strategic account management skillsFluent/Native in Spanish, Italian or German. Alongside EnglishTHIS ROLE DOES NOT OFFER SPONSORSHIP