Remote job · Management

Customer Success Manager, Scaled Accounts

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Manage a large portfolio of named accounts, driving adoption, renewals and growth through a mix of personal engagement and scalable programmes.

Own a portfolio of roughly 100 to 150 named customers, blending direct contact with repeatable digital programmes
Segment accounts by renewal timing, adoption, risk and growth potential, then agree success plans
Run a reliable renewal process, keeping intent, risks, actions and forecasts current
Handle retention risks and escalations, coordinating colleagues and partners on recovery plans
Qualify expansion opportunities and involve Sales on strategic upsell and cross-sell
Keep CRM records accurate and refine playbooks, touchpoints and renewal workflows

At least three years in customer success, account management or similar customer-facing SaaS or enterprise software work
A structured, proactive way of handling many accounts, competing priorities and renewal deadlines
Commercial judgement shown by improved outcomes, retained business or spotted growth
Ability to communicate pricing and contract changes directly to customers

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