Strategic Customer Success Manager

Strategic Customer Success Manager

Department: Customer Success

Employment Type: Full Time

Location: London - UK

Reporting To: Emma Murray

Description

As a Strategic Customer Success Manager (CSM), you will be the trusted, executive facing partner for a portfolio of Eptura's most strategic customers. You will own the post sale relationship end to end, with accountability for value realisation, long term adoption, retention and growth. Strategic CSMs at Eptura operate within a highly structured Customer Success Rhythm, combining strong executive presence with operational rigor. You will lead complex customer relationships, proactively manage risk and coordinate cross functional teams to ensure our customers consistently achieve measurable outcomes from their investment in Eptura. You will partner closely with Sales, Renewals, Support, Professional Services, Product and Customer Marketing, acting as the central point of orchestration and the first escalation point for your accounts.

Responsibilities

• Manage a portfolio of approximately 10-14 strategic accounts, developing deep knowledge of each customer's business, objectives, stakeholders and success criteria.
• Serve as the primary post sale owner for assigned accounts, accountable for overall customer health, retention and growth.
• Build strong, multi threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high stakes conversations when required.
• Own and consistently execute Eptura's Strategic Customer Success Rhythm, including regular cadence customer meetings, executive facing success plans as living documents, quarterly executive business reviews, growth and risk signals, and ensuring all success activities, plans, decks, notes and actions are accurately logged and maintained in our CS CRM.
• Partner with customers to define, track and measure business outcomes, ROI and value realisation from Eptura solutions.
• Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives and evolving needs.
• Identify and communicate opportunities for cross sell, upsell and broader platform adoption, in partnership with Sales and Account Executives.
• Proactively monitor customer health, engagement and risk signals to identify potential churn or underperformance early.
• Facilitate escalations in line with Eptura's formal escalation framework, coordinating Support, Product, Professional Services, Renewals and leadership as required.
• Develop and execute Get to Green plans for at risk accounts, keeping internal stakeholders and leadership informed throughout.
• Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy and long term account strategy.
• Effectively assemble and lead cross functional account teams to deliver outcomes and resolve complex customer challenges.
• Ensure accurate forecasting, renewal intent and account status are maintained in our CS CRM.
• Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks and opportunities.
• Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs and Customer Success improvements.
• Actively contribute to global Customer Success initiatives, enablement programs, success storytelling and continuous improvement efforts across the CS organisation.

About you

• Strong net retention, renewal performance and account growth.
• Predictable execution of the Strategic Customer Success Rhythm.
• Clear, executive level communication-internally and externally.
• Deeply customer centric and focused on long term partnership and value, not short term tasks.
• Proven experience managing a strategic book of business in Customer Success.
• Strong executive presence and comfort engaging, challenging and influencing senior customer stakeholders.
• Balance relationship building with structured, data driven execution.
• Comfortable with change and enjoyment of adopting new processes, tools and ways of working.
• Think strategically but execute operationally with consistency and attention to detail.
• Strong understanding of Customer Success as a discipline, including retention, growth, adoption and value realisation.
• Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero and Salesforce.
• Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS and Health Scores.
• Excellent analytical skills, including strong Excel capabilities.
• Experience working in B2B SaaS or enterprise software environments.
• French and/or German language skills are a plus.

Benefits

• 25 Days Holiday
• Additional Company Holidays throughout the year
• Contributory Pension
• Life Insurance (DIS)
• Flexible Work Options

Equal Opportunity Employer

• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.