Senior Customer Success Manager - Identify Solutions : Job Details

We're looking for a Senior Customer Success Manager to join a high-growth SaaS scale-up in the experience economy. They have just received additional investment and they are now restructuring and expanding their Customer Success function to support their next stage of scale.

This platform is an all-in-one experience commerce solution. It helps creators build websites, take bookings, manage payments, run marketing campaigns, and track analytics - all in one place. Their clients range from festivals and retreats to experience venues such as crazy golf, escape rooms, and live entertainment brands. Their client base already includes some of the most exciting names in the industry.

As Senior Customer Success Manager, you'll play a pivotal role in driving the success of enterprise clients. This is not a typical SaaS "onboard, quarterly review, renew" role - the business has a strong partnership mentality and works in the detail with its clients.

You'll own a small portfolio of enterprise clients (around 3 at a time) and manage the entire 360 customer journey, from implementation and adoption through to renewal. Implementations can be complex, involving multiple stakeholders across sales, marketing, and operations, so you'll need to be tech-savvy, commercially astute, and a strong project manager.

Key responsibilities include:

• Leading clients through implementation, onboarding and adoption.

• Managing renewals and reducing churn by ensuring the product becomes embedded.

• Coordinating across client stakeholders and prioritising competing needs.

• Driving usage and measurable outcomes that directly impact clients' revenue.

You'll be measured primarily on implementation timelines, adoption rates and churn, with commission aligned to these metrics. While the product is sold as one core plan (not lots of add-ons), the focus is on making it stick and driving value for clients.

• Tech-savvy and a quick learner, comfortable navigating complex, multi-layered implementations.

• Strong project management and stakeholder management skills.

• Excited by innovation - the business is building AI-driven functionality into the platform.

• Experienced with enterprise-level clients, comfortable engaging C-suite while also rolling up your sleeves in the detail.

• Background in SaaS or a high-growth scale-up environment preferred.

• Base Salary: £75,000 - £100,000 DOE

• Commission: Up to 50% OTE, based on implementations and adoption

• Location: London office 3-4 days per week (collaborative culture with regular team socials)

In summary: This is a chance to join a post-Series A, high-growth SaaS business redefining the experience commerce industry, working with some of the most exciting brands in the world, and playing a key role in their next stage of global expansion.