Senior Customer Success Manager
Northbank Software · Manchester (hybrid) · Permanent · Reports to Head of Customer Success
Purpose of the role
You will own renewal and expansion outcomes for Northbank Software's enterprise portfolio, roughly 30 accounts between £50,000 and £200,000 ARR, and set the standard for how the wider Customer Success team works with accounts of that size.
This is a senior individual contributor role with a mentoring responsibility, reporting to the Head of Customer Success.
Key responsibilities
- Own the renewal cycle end to end across a portfolio of approximately 30 enterprise accounts, including forecasting and commercial negotiation.
- Identify and progress expansion opportunities within existing accounts, working alongside Sales where a new commercial relationship is required.
- Use product usage data to identify accounts at risk before the risk is visible in the relationship, and act on it.
- Mentor two junior Customer Success Managers: review their account plans, support them through escalations, and model the engagement approach.
- Feed recurring customer themes back to Product and Support so that fixes are prioritised against revenue at risk.
Essential requirements
- Experience managing enterprise SaaS customers through a full renewal cycle, with personal ownership of the commercial conversation.
- Confident working with product usage data to reach a judgement about account health.
- Experience supporting or mentoring less experienced colleagues.
Desirable
- Experience in a product-led growth motion.
- Familiarity with Gainsight or a comparable customer success platform.
Working arrangements and package
Permanent, full time. Manchester, hybrid with three days on site.
Salary £60,000.