Customer Success Manager (Enterprise | UK & EMEA)

DescriptionWe are looking for a top-performing, strategic, and commercially driven Customer Success Manager to manage a portfolio of ~23 enterprise accounts across the UK and surrounding region.This role owns retention and expansion revenue (Net Dollar Retention) for the assigned book of business. You will work closely with an Account Manager, sharing expansion targets and building a strong pipeline within your accounts.This is a high-impact, fast-paced role that requires someone who thrives under pressure, can manage complexity, and consistently delivers results with enterprise customers.Key responsibilitiesCustomer ownership & strategyOwn and manage a portfolio of enterprise customers, acting as the primary point of contact for customer success.Build and execute account-specific success plans aligned to customer business objectives.Develop a deep understanding of each customer’s environment, goals, and challenges.Retention & ExpansionDrive NDR across your book of business.Partner with the Account Manager to identify, build, and progress the expansion pipeline.Proactively mitigate risk and ensure strong renewal outcomes.Value realisation (critical)Ensure customers achieve real, measurable value from the platform.Define, track, and review KPIs with customers tied to business outcomes.Translate product usage into business impact and ROI.Adoption & AI focusLead initiatives to drive product adoption, with a strong focus on AI capabilities.Guide customers in embedding AI into their workflows to improve efficiency and outcomes.Track adoption metrics and tie them directly to value realisation.Executive engagementConduct Executive business reviews with senior stakeholders.Build relationships with decision-makers and influencers across the organisation.Lead both remote and onsite meetings to align on strategy, goals, and outcomes.Data-driven storytellingLeverage customer data and insights to:Build business casesDevelop ROI/value calculatorsSupport expansion opportunities and strategic initiativesRequirements5+ years of experience managing enterprise customers in a SaaS environment, specifically within the UK marketProven track record of driving retention and expansion (NDR ownership)Experience working with and leveraging AI-driven products or tools, with the ability to translate AI capabilities into business valueStrong experience in:Building and executing customer success plansDriving product adoption and measurable outcomesConducting impactful EBRs with senior stakeholdersExperience partnering with Account Managers on pipeline generation and revenue growthStrong analytical skills – able to turn data into clear business value narrativesWillingness and ability to travel for onsite customer engagementOriginally posted on Himalayas