Senior Customer Success Manager / Account 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
• 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
• 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 CSMs, founders and commercial teams on strategic topics

• At least 3 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast-paced tech company
• Ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels
• Proven track record of identifying at-risk customers and driving complex resolution plans
• Proven success in managing cross-sells, upsells and renewals without assistance
• Speedy learner with the ability to grasp new technologies, product features & processes quickly
• Good time manager & well-practised at prioritization
• Clear and accurate verbal and written communication skills
• 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

MEDDIC experience

• Commission
• 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
• Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym
• Comprehensive private medical & dental cover with Vitality
• Enhanced parental leave pay
• Learning & development culture – £500 personal annual budget
• We’re carbon-neutral and are working towards ambitious carbon reduction goals
• Lots of team socials & activities
• Annual team retreat