Customer Success Manager

Posted 3 hours 39 minutes ago by Powtoon - A Visual Native company

Permanent
Full Time
Call Centre / Customer Service Jobs
London, Hackney, United Kingdom, E8 4TA
Job Description
About Powtoon

Powtoon is a leading AI-powered video platform used by 95% of the Fortune 500 to transform how organisations communicate, train, and scale knowledge.

As our Enterprise business continues to grow, we are looking for a commercially minded Customer Success Manager who can own revenue retention, drive expansion and act as a strategic partner to our customers.

This is not a support role - This is a revenue-owning, value-led, growth-oriented CSM role.

As a Customer Success Manager, you will own a portfolio of enterprise and mid-market accounts and be accountable for:

  • Customer outcomes
  • Revenue retention
  • Expansion growth
Key Responsibilities
  • Build strong, senior relationships with enterprise customers and become a trusted advisor to key stakeholders
  • Deeply understand each customer's business goals, use cases, and success criteria
  • Drive onboarding, adoption, and ongoing value realisation across accounts
  • Lead structured business reviews focused on outcomes & ROI
  • Partner with Account Executives to progress expansion opportunities from discovery to close
  • 3-6+ years experience in Customer Success, Account Management, or a commercial post-sales role in B2B SaaS
  • Proven experience owning Retention & Expansion targets
  • Comfortable managing senior enterprise stakeholders
  • Strong numerical and analytical capability:
    • Able to analyse usage data and translate it into commercial action
    • Excellent discovery skills - able to uncover growth opportunities
  • Comfortable working in close partnership with Sales on expansion deals
  • Native-level written and spoken English
  • Strong presentation and storytelling skills

Preferable to have:

  • Experience selling or expanding into Enterprise L&D, IT, HR & Internal Communications
  • Experience in AI-enabled or transformation-focused productsFamiliarity with CRM tools (HubSpot, Salesforce)
  • Grab a fantastic opportunity to grow in a stable, bootstrapped, and profitable startup.
  • Our flagship product is fun and creative, genuinely well-loved, and used by millions
  • Volunteering programs
  • Fully stocked office
  • Weekly food allowance via Deliveroo
  • Cyclescheme