Senior Customer Success Manager, Enterprise

Managing pricing and rebates shouldn’t be a hassle. The company’s intelligent platform is built for the speed of today’s market, eliminating disconnects between pricing strategy and rebate execution. We help companies to increase profitability and simplify the complex with accurate, AI-powered insights, real-time performance monitoring, agreement optimization, and simplified rebate management.

After securing $291M in Series A-D funding and acquiring Flintfox in 2025, the company is positioned for continued, significant growth. Since the launch of our flagship product in 2016, we have been rapidly scaling our client base, product offerings, and built a team of top-tier professionals committed to reshaping the industry.

Want a glimpse into life at the company? Visit our Life at the company page to learn how you can be part of our journey.

Job Summary

As a Senior Customer Success Manager, Enterprise, you will be assigned to work with predominantly our largest and most complex customers to help them reach their goals and realize maximum value from the company during their entire partnership with the company. Your priority focus will be Delivering Value during the entire duration of the customer partnership, helping customers identify and realize positive business outcomes with the company.

You will be accountable for the overall success of your assigned Strategic customers and, where required, Enterprise customers throughout their entire journey with the company. You will work closely with a Manager of Implementations who will be responsible for the outcomes of the implementation phase of your customers' journey.

You will remain actively engaged during the implementation phase, ensuring that any risks or issues raised by the Manager of Implementations and/or Project Manager are mitigated promptly. The implementation phase comprises the successful accomplishment of onboarding, feature implementation and legacy-system retirement milestones. You will become the trusted advisor who will empower our customers to sign up for additional the company resources and solutions. You will seek out opportunities to upgrade our existing customers and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies.

Duties and Responsibilities: Stakeholder Management

•

Build meaningful, long-lasting partnerships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions.

•

Expertly present to customer stakeholders from end users to C-level executives.

•

Serve as the key escalation point for customer concerns and take ownership of the risk mitigation and resolution plans

•

Work closely with team members and other departments to continually improve our offering, speak to data trends and improve customer offerings and/or processes accordingly.

•

Gather customer feedback and collaborate with internal teams (Product, Sales, and Support) to ensure customer needs are addressed.

Duties and Responsibilities: Customer Success and Product Adoption

•

Viewed as a thought leader with the ability to influence and counsel customers on programme direction and strategy.

•

Develop tailored Strategic Account plans to help customers achieve measurable outcomes and ROI from our software.

•

Work closely with the assigned Manager of Implementations to empower your customers to decommission their legacy processes and become fully confident using the company as their Rebate source of truth.

•

Work closely with the assigned Manager of Implementations, you will be driving your customers through the the company Customer Journey, from the early Onboarding stages to being fully adopted. Ensure they are proficiently using and getting the maximum value from the company.

•

Become the product consultant the customers need to maximise their ROI with the company and be the key escalation point of contact for any customer concerns and/or risks

•

Continuously learn and upskill yourself to become a rebate industry expert your customers can rely upon for best practices.

•

Directly maintain and, where required, drive product adoption and value for post-implementation stage customers

Duties and Responsibilities: Commercial Responsibility and Account Growth

•

Drive Customer Loyalty and Satisfaction by proactively seeking out advocacy opportunities and managing the NPS and CSAT metrics for your assigned customers.

•

Identify expansion opportunities, upsell, and renewal by understanding customer needs and aligning them with our product roadmap.

•

Identify at-risk accounts early and develop strategies to mitigate churn.

Duties and Responsibilities: Internal Collaboration and Process Improvement

•

Set a leading example amongst CSMs and offer support, ideas and mentorship to peers

•

Align internal stakeholders and team members to drive customers to realise quantifiable business value from the company.

•

Proactively contribute to the Customer Success department, achieving their Quarterly Business Goals and OKRs

•

Identify and own new projects and initiatives to best support our team and our customers

•

Maintain accurate customer records for assigned accounts in the Customer Success Platform, Planhat.

•

Experience expanding teams by supporting the screening, interviewing and onboarding of new starters when requested

Knowledge, Skills, and Abilities (KSAs)

•

Proven Customer Success management background with a minimum of 6 years of experience in the SaaS industry.

•

Highly organized individual that can coordinate several senior stakeholders both internally and externally.

•

Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.

•

Natural rapport builder and effective communicator at the C-Level, with a passion for driving positive changes and providing first-class service delivery to customers.

•

Exceptional prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.

•

Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.

•

Adaptability to thrive in a fast-changing hyper-growth environment

Required Education and Experience

•

Minimum of 6 years of experience in Customer Success management within the SaaS industry.

•

Proven experience managing customers across Strategic and Enterprise segments.

•

Proven track record of demonstrated success in achieving departmental and individual goals.

Preferred Education and Experience

•

Prior experience in the rebate or supply chain industry.

•

Familiarity with the company’s offerings and customer base.

•

Advanced training or certifications in Customer Success or related fields.

Travel

• Occasional travel may be required to meet with customers or attend company events.

Total Rewards

At the company, we’re committed to your professional development and growth. Starting pay is determined by factors like location, skills, experience, market conditions, and internal parity.

Salary/TCC is just one component of the company’s total rewards package. The company is committed to investing in the holistic health and wellbeing of all the companyes and their families. Our benefits and perks include, but are not limited to:

Paid Time Off: Ample days off + 8 bank holidays

Private Health Insurance: Health and life coverage for you and your family

Electric Vehicle Scheme: Drive green with our EV program

Lucrative Bonus Plan: Enjoy a rewarding bonus structure subject to company or individual performance

Equity Program: Benefit from our equity program with additional options tied to tenure and performance

Career Growth: Explore new opportunities with our internal mobility program

Additional Perks

Training: Access a range of workshops and courses designed to boost your professional growth and take your career to new heights

According to LinkedIn's Gender Insights Report, women apply for 20% fewer jobs than men, despite similar job search behaviors. At the company, we’re committed to closing this gap by encouraging women and underrepresented groups to apply, even if they don’t meet all qualifications.

The company is an equal opportunity employer, fostering an inclusive, accessible workplace that values diversity. We provide fair, discrimination-free employment, ensuring a harassment-free environment with equitable treatment.

We welcome applications from all backgrounds. If you need reasonable adjustments during recruitment or in the role, please let us know.