Head of CSM Job at SaleCycle (Gateshead)

Head of Retention Marketing

Superside is hiring a Head of Retention Marketing reporting to the Sr. Director ...

Location

Salary:

Not provided

Superside

Expiration Date

Until further notice

Requirements

Subscription or retention marketing ownership: You have owned renewal, churn reduction, or subscription growth as a primary mandate - not as a byproduct of a broader marketing role. This was your job.
Utilization or product usage as a core KPI: In at least one role, you were accountable for driving customers to actively use a product or service. You built programs around that metric. You know what moves it and what does not.
Programmatic lifecycle infrastructure: You have built or substantially redesigned a customer lifecycle program — segmentation logic, trigger design, journey mapping, A/B frameworks — not just executed campaigns someone else designed.
Account team or CSM enablement: You have built toolkits, playbooks, and resources for customer-facing commercial teams - and you know the difference between an asset they will actually use and one that sits in a folder.
Data-driven cohort thinking: You do not wait for a report to tell you something is wrong. You know how to segment an account base by health, identify risk patterns, and design interventions for specific cohorts.

Job Responsibility

Retention Programs: Constant reinforcement of value: Work with Product Marketing on the messaging and own the program design that consistently reminds customers why they chose Superside.
Renewal behavior: Build the touchpoints and content that drive account usage and create the psychological and commercial conditions for renewal.
Churn mitigation: Work with data to identify customers at risk and activate account teams and automated programs to re-engage them before the renewal conversation.
Customer Advocacy Board: Partner with ABM to operationalize a Superside CAB. And PMM and TPD to drive customer reviews and help identify opportunities for customers to participate in marketing activities.
Subscription utilization programs: Build the systems that move customers from passive subscribers to active users — driving toward full utilization of their plan each month.
New feature education: Every major product release that Product Marketing launches— needs a customer-facing campaign that explains the what, why, and how.
Usage-triggered journeys: Partner with the lifecycle team to design automated journeys triggered by utilization signals.
AM & GAD toolkits: Build the playbooks and asset libraries that give Account Managers and Group Account Directors what they need to proactively manage customer health - email templates, outreach guides, objection handling - without requiring a custom campaign for every account.
Expansion enablement: Create the materials that help AMs and GADs articulate and sell new Superside offerings, cross-sell services, and grow accounts.

Head of Customer Retention

Location

Salary:

Not provided

OnTheGoSystems

Expiration Date

Until further notice

Requirements

You want to be doing the work, not just managing it. Your best weeks are the ones where you wrote the strategy, ran the analysis, drafted the comms, and shipped the experiment yourself. AI tools are part of your daily working stack. You use them to do more, not to escape doing. If you have been promoted away from doing the work and you miss it, this is the job
You have measurably moved a retention metric at a previous company. You can describe exactly how. Specific numbers. Specific actions. Specific results
You come from a self-serve B2B SaaS. SMB, prosumer, or developer tools. You know the difference between running a self-serve renewal motion and running an enterprise CSM team. You have done the former
You are data-fluent. You read funnels for fun. You can write SQL or instruct an analyst precisely
You decide. When you have 70% of the information, you commit and adjust. You do not escalate decisions back to your CEO that you were hired to make
You treat coordination as the cost of the work, not the substance of it.

Job Responsibility

Churn rate, renewal rate, and net revenue retention are yours. You set the targets. You build the plan. You ship the work. You report the results
Our NPS program and our public-rating surfaces (Trustpilot, Capterra, G2) are metrics you move. They are not projects you status-report on
You lead the existing Retention team and shape its evolution. You coach the team. You get more from the people on it than they are getting from themselves today. The team’s shape will evolve as your AI-amplified work scales
You work with Support, Engineering, and Product as your three core counterparts. Support is where today’s churn signal lives. You constantly mine what is trending and what customers are struggling with right now. You will not request reports from Support. You will use our internal intelligence tools and look yourself. Engineering and Product are where you ship retention-critical fixes. You arrive with business cases that make prioritization obvious
You report to the CEO directly. No layers. No fancy slides. Only results.

What we offer

A real metric to move. The authority to move it
Direct, regular access to the CEO. No politics. No committees
An AI-amplified working culture. The CEO uses AI tools daily for analysis, drafting, and strategic work. You are expected to do the same. We invest in the tooling and the team norms that let a small operation punch above its weight
Competitive senior-leadership compensation. Specifics with HR
100% remote since 2008. Strong async culture. Modest meeting load. Real flexibility on hours
Competent counterparts. Our engineering team ships. Our product team ships. Our support team is in daily contact with customers and produces real intelligence about what is breaking. You will not be the only person trying to make things happen
Direct access to customer intelligence. We have internal tools that let you probe support trends, ticket patterns, account behavior, and churn signals on demand. No reports to request. No meetings to schedule. The data is in front of you whenever you want to look
Generous time off. Education and conference budget. Hardware
A 17-year-old profitable company. Stability without bureaucracy

Fulltime

Head of Account Management

We are looking for a strategic Head of Account Management to lead our Customer S...

Location

United Kingdom

Salary:

60000.00 GBP / Year

Webrecruit

Expiration Date

Until further notice

Requirements

Senior SaaS Account Management: Extensive experience in a senior account management or customer success leadership role, specifically within a B2B SaaS environment
Enterprise Expertise: A proven track record of managing and growing large-scale enterprise accounts, ideally within the retail, travel, or marketing technology sectors
Leadership & Coaching: Experience managing and developing teams, with a specific ability to transition teams toward commercial and growth-oriented goals
Commercial Gravitas: You are comfortable leading high-stakes commercial conversations, including renewals, contract negotiations, and identifying expansion revenue
Operational Discipline: You are highly organised and process-driven
you have experience using CRMs (like HubSpot) to manage pipelines and report on performance
Consultative Discovery: You possess a "discovery-first" mindset, using deep questioning to uncover client needs and business pain points
Automation & AI Enthusiast: You have a proven track record of (or a deep passion for) using automation and AI tools to create efficiencies. You don't view headcount as the primary solution to capacity problems

Job Responsibility

Drive Retention and Expansion: Take full accountability for the commercial health of our client base
Lead Complex Commercial Negotiations: Take the lead on high-value contract renewals and expansion discussions
Implement Structured Account Planning: Move the team away from "fire-fighting" by creating strategic account plans for our top-tier clients
Oversee QBR Excellence: Standardise the Quarterly Business Review (QBR) process
Manage and Mentor the CSM Team: Provide direct leadership to the Customer Success Managers
Ensure Delivery Excellence: Monitor customer health scores and platform usage data to identify risks early
Drive Scalable Efficiency: You will constantly look for ways to automate repetitive tasks within the account management lifecycle
Leverage AI and Modern Tooling: Identify and implement AI-driven tools to assist with client reporting, sentiment analysis, or meeting summaries
Optimise the Tech Stack: Review and refine how we use HubSpot and other CS tools
Inform Product Strategy: Act as a critical feedback loop, translating client requirements and market trends into actionable insights for the Product team

What we offer

4-day workweek: Uniqodo has been one of the first companies in the UK to adopt a company-wide 4-day workweek without a salary reduction and without employees working overtime or extra hours
Salary: £60k plus performance bonus
25 days' holiday per year
Pension scheme: a company-wide contributory pension scheme
Market-beating protection: We care about looking after our team. You will receive death-in-service insurance and access to not one but two private healthcare schemes that include health, dental, mental wellbeing support and more
Regular social events: We’re a sociable bunch! Expect quarterly socials that range from escape rooms to sports days to arcades
Flexible working hours: We believe that excellent performance is more important than clock-watching
therefore, we give our team the flexibility they need around their core hours
Remote working flexibility: We currently work remotely, and we have the opportunity to meet face-to-face when necessary

Fulltime

Head of IT PMO

Strategic Leadership: Develop and communicate the IT project management strategy...

Location

Downtown

Salary:

Not provided

Ethics HR

Expiration Date

Until further notice

Requirements

Bachelor's degree in Information Technology, Computer Science, Business Administration, or a related field from a reputable university
A master's degree or relevant certifications (e.g., Project Management Professional - PMP, Certified Scrum Master - CSM) is preferred
Minimum 20 years of experience in project Management with leadership role overseeing PMO or project management function
Strong understanding of project management principles, methodologies, and best practices
Proficiency in project management software and tools
Excellent leadership, communication, and interpersonal skills
Strategic thinking and the ability to align project management practices with business objectives
Knowledge of regulatory compliance requirements related to IT project management
Fluency in English is a must

Job Responsibility

Develop and communicate the IT project management strategy, IT Business plan, vision, and goals, aligning them with the Bank’s overall business strategy and objectives
Establish and maintain the IT PMO, defining its structure, roles, responsibilities, and governance model
Implement project governance practices, including project portfolio management, project prioritization, and project selection criteria
Confirm to local and Group governance requirements
Review IT Governance Status to be reported on frequent basis to fulfill Group requirements
Define and standardize project management methodologies, processes, and best practices
Ensure adherence to these methodologies across all IT projects
Oversee resource allocation and management for IT projects, including staffing, skill set assessment, and workload management
Participate in Technology Committee: to validate projects requiring technology aspects approval by CEO & COO
Develop and maintain business cases tracking, reporting systems and report project evaluation and scoring KPIs

Head of Apple Ads (Global)

AppTweak is the leading App Store Marketing platform, trusted by the world’s mos...

Location

United States

Salary:

Not provided

AppTweak

Expiration Date

Until further notice

Requirements

5+ years experience in Apple Ads / paid UA / performance marketing, with a strong track record of scaling accounts and improving outcomes
Experience leading a function, practice, or multi-stakeholder program (people leadership not mandatory, but strong leadership skills are)
Deep knowledge of Apple Ads (campaign structures, scaling, measurement, brand vs generic, CPP/CPA optimization, creative and funnel impact)
Strong analytical and strategic thinking: you can turn data into decisions and clear plans
Excellent communication: you can align teams across regions and influence senior stakeholders
Comfortable operating cross-functionally (Consulting, Product, Sales, CSM, Partnerships, Marketing)
Process builder mindset: you love creating repeatable systems that scale
Experience working with the US
[Please note you will need to have a valid visa/work permit for the Country of your choice in order to be eligible for the role]

Job Responsibility

Build a consistent global operating model (processes, playbooks, reporting) with Global Ad Spend Growth as your main KPI
Align how the three regions work, sell, deliver, and measure success
In the context of our partnership, support with requests from Apple Ads linked to account collaboration, strategy alignment for key accounts, success stories, and reporting
Drive growth through measurable outcomes, with a key focus on trial → paid conversion
Build a client tiering to ensure our existing clients are supported and growing through Apple Ads
Unlock synergies and business opportunities with the ASO side of the business
Be a business acumen and learn how/when to leverage and feed our Managed Services team with new clients, services and opportunities
Build and develop a team of Apple Ads experts
Global practice leadership & regional alignment: Build and roll out a global Apple Ads operating model across the 3 regions (ways of working, roles, handoffs, KPIs). Define playbooks, best practices, and quality standards for Apple Ads consulting and enablement. Create a cadence for global reporting, pipeline visibility, performance review, and cross-region learnings
Trial-to-paid conversion ownership: Own the trial-to-paid conversion strategy for our Apple Ads product - Campaign Manager. Define the “successful trial” framework: what needs to happen during trial, when, and by whom. Partner with Sales/CSM/Consulting/Marketing/Product to improve conversion rates through better onboarding, education, and proof of value

What we offer

Grow your career with one of Belgium’s top tech scale-ups
Competitive and optimized salary package, within market standards, also according to your geographic location
Flexibility in your work, with opportunities to learn and express your
A diverse team within a flat hierarchy: altogether we speak more than 15 languages
Connect with colleagues during quarterly team-building events and a yearly company-wide retreat in person
And yes, we’re serious about food: get ready to swap recipes and enjoy delicious moments with the team
If you’re based in Belgium: 12 RTT days per year, on top of regular holidays
Make a difference with one volunteer day every quarter to give back to the community

Head of Accounting Customer Success

About DualEntry: Founded in 2024, DualEntry is one of the world’s fastest-growin...

Location

United States , New York City

Salary:

140000.00 - 220000.00 USD / Year

DualEntry

Expiration Date

Until further notice

Requirements

Hardcore work ethic and high agency
You are a hands-on leader focussed on driving execution and speed
You have seen CSM or Account Management teams scale from 0 to 50-100 CSMs at a high pace and the required milestones that come with different growth stages
8+ years of experience in ERP, accounting audit, accounting or finance solutions. Strong preference for candidates with experience in an in-house or public accounting role
ERP Implementation, finance professional services or project management leadership experience
Experience using or implementing ERPs (e.g., NetSuite, Intacct)
Proven ability to translate accounting requirements into system configurations and automated workflows
Strong technical aptitude (incl. SQL) and ability to quickly learn new software platforms
Expert Microsoft Excel/Google Sheets skills

Job Responsibility

Build and lead the CSM team from the ground up: Hire, coach, and develop high-caliber Customer Success Managers
monitor performance, develop playbooks, tools and infrastructure to scale CSM at increasingly high performance
Own e2e account management outcomes: Manage key customer relationships, run success plans, and lead recurring check-ins, based on customer tiers you’ve developed
Own ERP adoption & expansion: Deliver and systemize trainings, optimize customer workflows (especially month-end close), and drive upsell/cross-sell opportunities
Be the ultimate escalation point: Resolve critical issues for high-tier accounts post-go-live
this is a hands-on leadership role
Operationalize customer support: Create and continuously improve SOPs, best practices, support documentation center, and overall support processes
Drive cross-team: Work closely with Product and Engineering to relay bugs, prioritize feature requests, and influence product roadmap
Become a product expert: Develop deep expertise in using DualEntry and translate real accounting requirements into system configurations

What we offer

Significant equity ownership in one of the top AI companies in the world
15 PTO days + 12 public holidays
Full medical, dental & vision insurance
Commuter benefits
401k benefits
On-site team culture - high collaboration, no bureaucracy
We'll cover relocation packages and make the move exciting, not painful!

Fulltime

Centralized Statistical Monitoring, Senior Manager

In this vital role you will provide statistical, technical, operational, and bus...

Location

United States

Salary:

154104.15 - 208493.85 USD / Year

Amgen

Expiration Date

Until further notice

Requirements

Doctorate degree in Statistics, Biostatistics, Mathematics, Data Science, or a related quantitative discipline and 4 years of relevant experience
Master's degree in Statistics, Biostatistics, Mathematics, Data Science, or a related quantitative discipline and 8 years of relevant experience
Bachelor's degree in Statistics, Biostatistics, Mathematics, Data Science, or a related quantitative discipline and 10 years of relevant experience

Job Responsibility

Serve as the business owner for Amgen's CSM analysis system, signal framework, and analytical workflows
Provide leadership for the CSM Statistics team and accountability for statistical deliverables supporting the CSM capability
Partner with the Head of CSM / CfDA Safety to shape and execute the strategy, roadmap, and operating model for CSM
Advance CSM methodology within the broader RBQM framework to support Quality by Design, data quality, data integrity, and study quality oversight
Prioritize CSM system enhancements, signal development, automation opportunities, and related RBQM analytical needs, including QTL approaches where aligned with CSM scope and portfolio priorities
Support governance, documentation, inspection readiness, and long-term sustainability of the CSM capability
Serve as a senior point of contact for CSM-related questions, escalations, and study team support

What we offer

Retirement and Savings Plan with generous company contributions
group medical, dental and vision coverage
life and disability insurance
flexible spending accounts
discretionary annual bonus program
stock-based long-term incentives
award-winning time-off plans
flexible work models where possible

Fulltime

Customer Success Manager

Enterprise CSMs at Vercel are a critical part of the revenue engine. You own con...

Location

United States , New York City; San Francisco; Austin

Salary:

170000.00 - 212500.00 USD / Year

Vercel

Expiration Date

Until further notice

Requirements

Commercially minded — you understand that CSM exists to produce revenue, not just protect it, and you're comfortable owning consumption targets and being measured on them
Technically confident — you understand modern frontend architecture, CI/CD pipelines, and AI-native development well enough to earn credibility with senior engineers and connect platform capability to real engineering problems
A long-game thinker who builds relationships over months and years, not quarters — comfortable navigating complex, multi-stakeholder enterprise environments with patience and precision
An EBR practitioner — you know how to run executive engagement programmes that go beyond slide decks, building the kind of senior relationships that surface new workloads and drive genuine consumption growth
Energised by organisational complexity — you understand how change happens inside large engineering organisations and know how to build the internal coalition that makes platform adoption stick
Disciplined and structured — you bring rigour to how you manage your portfolio, with a proactive engagement cadence and clear visibility into what's happening across every account
Curious, direct, and opinionated — you push customers toward better architectural and strategic decisions, and you bring genuine enthusiasm for what Vercel's platform makes possible
Not reactive support or ticket escalation management
Not a transactional renewal motion focused on QBR checklists
Not a role with narrow ownership or a pre-defined playbook to follow

Job Responsibility

Own consumption targets across a portfolio of Enterprise accounts — tracking platform usage across all products and driving consumption into new teams, workloads, and use cases
Build and maintain deep executive relationships with CTOs, VPs of Engineering, and Heads of Platform — becoming a trusted advisor on long-term frontend and AI infrastructure strategy
Lead Executive Business Reviews as the primary lever for consumption growth — using EBRs to surface new contacts, uncover untapped workloads, and create multi-team alignment around Vercel's platform
Design and deliver internal hackathons and discovery sessions that create first-hand understanding of what's possible — translating executive curiosity into engineering adoption at scale
Drive org transformation programmes with customers, helping engineering leadership redesign developer workflows, platform ownership, and tooling strategy around Vercel's capabilities
Develop multi-year account strategies that align Vercel's roadmap to customer outcomes — identifying expansion opportunities from a position of genuine insight rather than commercial pressure
Orchestrate cross-functional resources — Solutions Engineering, Forward-Deployed Engineers, Product, and Support — at the right moments to accelerate adoption and remove blockers
Maintain a structured engagement discipline across your portfolio, with clear entry and exit criteria for adoption stages and consistent tracking of executive contacts, active workloads, and consumption signals

What we offer

Competitive compensation package, including equity
Inclusive Healthcare Package
Learn and Grow - we provide mentorship and send you to events that help you build your network and skills
Flexible Time Off
We will provide you the gear you need to do your role, and a WFH budget for you to outfit your space as needed

Fulltime

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