Customer Success Manager

Customer Success Manager - Enterprise Accounts Location: On-site-London

We are seeking a highly motivated and experienced Customer Success Manager (CSM) to join our team and support our growing portfolio of enterprise clients, representing Plume onsite at the customer's location. As a CSM, you will be the strategic partner and advocate for some of our most important customers, driving product adoption, ensuring business outcomes, and fostering long-term partnerships. You'll collaborate closely with Sales, Product, Support, and Engineering to deliver an exceptional customer experience that drives satisfaction, renewal, and expansion.

Responsibilities:

• Own the post-sale relationship with enterprise customers, guiding them from onboarding to renewal.
• Embed yourself onsite with the customer to help identify functions/use cases that can realize the value of the platform, as well as help the customer solve business problems using data.
• Develop strategic success plans aligned with customer business goals and KPIs.
• Drive product adoption and usage through proactive engagement, training, and education.
• Conduct regular QBRs (Quarterly Business Reviews) and performance check-ins with key stakeholders.
• Act as a trusted advisor, identifying opportunities for upsell, expansion, and value realization.
• Act as the customer's voice internally, influencing product roadmap, UX priorities, and service delivery.
• Collaborate with Support and Engineering teams on issue resolution and ensure timely escalations.
• Gather product feedback and insights to inform internal roadmap discussions.
• Monitor account health, usage metrics, and engagement data to mitigate churn risks.
• Contribute to CS team initiatives, playbook development, and process improvements.

Qualifications:

• 5-10 years of experience in Customer Success, Account Management, or Solution Consulting in a B2B SaaS environment.
• Proven ability to manage complex enterprise relationships with C-level stakeholders.
• Excellent communication, presentation, and stakeholder management skills.
• Strong analytical and problem-solving capabilities.
• Self-starter with a bias for action and a passion for customer-centricity.
• Domain expertise in the industry.

Please note that this is a hybrid position, requiring 3 days a week of work in our customer's London office. We're looking for candidates who are within a commutable distance. Currently, we are unable to offer relocation assistance.