Account Manager / Customer Success Manager

• Act as a consultant to some of our highest-tier customers
• building CSPs, monitoring value realisation and preparing & presenting success metrics to C-Suite
• Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap
• Consistently monitoring customer health & engagement
• Proactively identifying churn risk and engaging internal stakeholders
• Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders
• Proactively triage technical and non-technical queries and identify solutions with efficiency
• Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values
• Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap
• Communicate product deliverables and timelines to customers
• Work collaboratively with the commercial and technical teams to find the best product solutions
• Work with the other AMs, founders and commercial teams on strategic topics e.g., market trends & competitor analysis

• Relevant experience in Customer Success/Account Management and/or Sales and/or Project Management in a fast-paced tech company
• Ample experience in managing complex customers
• Proven track record of identifying at-risk customers and driving complex resolution plans
• Speedy learner with the ability to grasp new technologies, product features & processes quickly
• Good time manager & well-practised at prioritisation
• Strong attention to detail, with experience managing multiple complex work streams at once
• Confident, high energy and personable with proven success of building relationships
• Robust analytical and problem-solving skills
• A "do-er", excited to make a difference and passionate about delivering exceptional customer experiences

Proven success in managing cross-sells, upsells and renewals

• 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days
• Hybrid working with two days a week from our dog-friendly Hoxton office
• On-site gym and cycle to work scheme
• Employee discount at over 100 retailers
• Comprehensive private medical & dental cover with Vitality
• Enhanced parental leave pay
• Learning & development culture – £1,000 personal annual budget
• We’re carbon-neutral and are working towards ambitious carbon reduction goals
• Lots of team socials & activities
• Annual team retreat