Customer Success Manager (Scaled)

Posted 2 hours 24 minutes ago by Deepstreamtech

Permanent
Not Specified
Call Centre / Customer Service Jobs
London, United Kingdom
Job Description
Requirements
  • B2B SaaS experience in Customer Success or a close adjacent role, with strength in either high-volume portfolio management or enablement through content, programmes, and tooling
  • (Desirable) Experience in compliance or regulated industries
  • Exceptional communication, both written and verbal: you simplify complexity and deliver outcome-driven training content and materials
  • (Desirable) Prior scaled / digital CS experience
  • Creative execution: you translate goals into concrete assets, programmes, and next steps that move customers and the business
  • Comfort with data and a proactive operating style in a fast-growing environment
  • Strong ownership on multi-step initiatives, including work that spans teams and systems
What the job involves
  • We're looking for an experienced CSM to take on the management of our highest-volume, entry-tier customer segment, and build the systems, content, and programmes that will support us as we continue to grow. Success here is clarity at scale: repeatable journeys, strong enablement, and judgment about where your time changes outcomes
  • You'll own relationships and results across the book, lead cross-platform transition projects so customers land smoothly, and build playbooks and assets that give customers and your team a confident path forward
  • Own Customer Success for our entry-level tier in the UK - this is a higher-volume portfolio where impact comes from rhythm, prioritisation, and scalable enablement
  • Design the scaled motion: structured touchpoints, cadences, and lightweight success plans that keep customers oriented and progressing
  • Raise the bar on self-serve success: make it easier for customers to get what they need through strong content, clear journeys, and well-timed human support - all without lowering standards on outcomes
  • Own portfolio outcomes: adoption, engagement, health, renewals, and expansion signals. You're always clear on where you personally move the needle
  • Build for scale: design and improve processes, tooling, and content that improve the live portfolio now and set up the next stage of growth. You will ensure the motion stays strong as the book fills and the broader team gains reusable leverage
  • Champion the customer voice in the forums that matter, and codify what works so the organisation gets smarter at scale
  • Use health and usage signals to prioritise, catch risk early, and identify expansion opportunities
  • Run transition projects across platforms end-to-end: scope, planning and follow-through so value is protected and customers experience one coherent journey