18 jobs found

Strategic Customer Success Manager Department: Customer Success Employment Type: Full Time Location: London - UK Description Shape the Future of Work with Eptura At Eptura, we're not just another tech company-we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe. Job 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. This is not a reactive or relationship only role. 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 Ensure 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. Be a facilitator in 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 Customers consistently realising measurable value and outcomes from Eptura solutions Strong net retention, renewal performance, and account growth Predictable execution of the Strategic Customer Success Rhythm Clear, executive level communication-internally and externally Are deeply customer centric and focused on long term partnership and value, not short term tasks Have proven experience managing a strategic book of business in Customer Success Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders Balance relationship building with structured, data driven execution Are comfortable with change and enjoy 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 year Contributory Pension Life Insurance (DIS) Flexible Work Options Eptura Information Follow us on Twitter LinkedIn Facebook YouTube 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.

Impression Digital Impression is a multi-award winning, high growth digital marketing agency based in Nottingham, London and Manchester. We are Digital Growth Specialists helping ambitious global brands push boundaries. We define and deliver integrated digital strategies that transform our clients from market players to market leaders. As we embark on another year of accelerated growth we're looking for a Client Performance Account Director to help us lead the charge. Our agency wouldn't be what it is today without our incredible people. Our diverse team encompasses expertise across the digital landscape which enables us to accelerate change and results, driving business growth faster. Our collaborative, creative and inclusive culture helps build our reputation as a leading digital employer and we are committed to nurturing and developing people to their full potential. Recognising that we are a part of something much bigger, we're on a mission to use business as a force for good. We're actively committed to creating a positive impact for our people, planet and community. Job Summary At Impression, Account Directors are responsible for growing our clients' businesses by matching incisive strategy with the plan to deliver it. That requires strategic smarts, a detailed knowledge of media and media strategy and the ability to build transformative partnerships with clients. You will form part of the leadership structure of our Client Teams, tasked with delivery against commercial objectives and leading strategic thinking and innovation for your clients. You will support the Client Partners for some of Impression's largest and most complex accounts. You will drive our client's business growth through gaining a deep understanding of their business needs and work in partnership with the delivery teams to ensure their KPIs are met. In addition to your direct portfolio responsibilities, you will be given direct responsibilities for owning clients across the business's portfolio. Liaising with the wider business to help ensure the same level of expert service is given to these accounts. You will directly contribute to the growth of Impression by achieving high client satisfaction scores, facilitating client contract renewals and orchestrating channel growth for your clients. To achieve this, you will be a trusted advisor to each client stakeholder and hold a complete understanding of their overall business and marketing objectives. You will have a very strong working knowledge of the search marketing landscape and you will understand who to bring into the conversation at what stage. You are the internal champion for your clients, and you will strive to ensure that they get the most value from Impression. You balance this through taking accountability of the accounts profitability, and ensuring Impression meets over and under-delivery targets. Responsibilities Client Retention & Growth Work closely with senior client stakeholders to identify and solve key marketing challenges, as well as internal collaboration with other teams at Impression to produce strategy with broad buy-in and media plans. Steer Impressions relationships with key clients and build a deep understanding of the commercial drivers of their business. Work with other team members to mark senior client stakeholders. Be responsible for every stage of the campaign planning process: interpreting a client's objectives, creating measurement frameworks, writing an incisive strategy, building testing methodologies and diagnosing performance. Lead on annual planning for key clients: set strategic direction for the year ahead, socialise it amongst Impression teams and client stakeholders and build the plan for putting it into action. Lead on all cross-channel media strategy, ensuring that investment decisions made on behalf of clients are rigorously informed by all the available data. Collaborate - and provide direction to - the activation teams, ensuring all plans are complete, accurate and innovative. Responsible for audience, market and competitor intelligence projects, ensuring that work is insightful and actionable. Deliver complex marketing problem-solving; turning solutions into strategies to present back to clients. Contribute to your Team's understanding of a client's category, brand and audience. Create repeatable and distinctive ways to share that information with the wider Impression team and ensure that the way we present is always as client-centric as possible. Commercial & KPIs Drive revenue for Impression through existing account growth and contribution to business development. Act as an important contributor for pitches: work with Client Partners on setting the pitch strategy, determining the narrative and creating a framework for other contributors to use. Ensure all client work is delivered according to the budget. Build strategic relationships with senior stakeholders, acting as counsel for key decisions about marketing investment. Drive client-centric solutions that exceed expectations and deliver tangible business value. High-Performing Culture, Team Collaboration and Inclusion Manage a client team within a client pod. Ensure all client work delivered to clients is of the highest quality and market-leading. Contribute to a culture of continuous development within the client team, and help to advance our product and offer to clients. Give feedback on requirements for training, working with Client Partners to ensure availability of required resources. Represent Impression at industry events, public speaking and thought leadership. Be a champion of Impression's values and culture, fostering a positive and inclusive work environment. Represent Impression with integrity and professionalism, both internally and externally. Competently manage your client portfolio. Have a solid understanding of the digital services we offer in order to confidently be able to discuss activity and opportunities with clients. Confidently talk clients through growth opportunities that could benefit their business and increase retainer value for Impression. Recognising where process is lacking or need improving and raising to your line manager, contributing to the creation of new processes where required. Be able to pull client insights and tangible data points, which helps articulate clients performance. Support on the management of Impression's most complex and high-value accounts, with little additional support required. Fully understand and follow Impression / CP processes and support the department by undertaking process work (updating/creating/rolling out processes). Confidently act as a first point of escalation for your team on client and work challenges, and consistently support problem-solving and resolution. Skills Full funnel marketing knowledge a must Hands on experience analysing data and spotting opportunities in a range of platforms, including: GA4 (essential) Google Search Console (essential) Google Ads Google CM360 and DV360 Exceptional interpersonal skills in order to quickly build solid relationships with clients and internal teams. A positive and creative thinker, with a passion for all things digital. Ability to lead and inspire others, internally and externally. Exceptional attention to detail and pride in any work produced. Open, honest and direct, is comfortable in giving and receiving constructive feedback. Lives and breathes Impression values. Ability to work in a fast paced, dynamic environment on multiple priorities simultaneously, prioritising and coping well under pressure and with competing demands. A desire to learn new skills. Ability to think and act independently as well as collaboratively. Staying calm under pressure and demonstrating empathy and understanding to help clients who may be frustrated. Adopts a range of influencing and negotiation styles to deal with objections/challenges internally and externally. Not ticking all the boxes? Don't worry, here at Impression we promote a culture of learning and development so we'll help you out! There is research to suggest that women and people of colour are less likely to apply for roles in which they don't meet 100% of the requirements but at Impression we want to ensure everyone is encouraged to apply with us. Equity, diversity and inclusion are integral to Impression's recruitment process and we are committed to ensuring your experience with us is equal, fair and non-discriminatory. Salary from £46,600 - £50,900 depending on experience (+£6k London Weighting if you live in the Greater London area) Please note, this role is a hybrid role, in line with our flexible working policy. We look to hire candidates who are no more than a 90 minute journey away from our office locations to ensure your personal time is protected and that you're able to travel into the office when necessary. What makes us different We are proud to be listed on the "Flexa 100" Most Flexible Companies to work for and to be officially recognised as a Great Place to Work . Join us on our high-growth journey and be part of a culture that prioritises your health, wellbeing and personal development. Alongside our amazing culture, here's what else makes us standout as a great employer: . click apply for full job details

Get to know us Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 175,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours. Ideals Virtual Data Room (VDR): Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. Ideals Board: Board and leadership collaboration platform for faster, safer, and more compliant decision-making. The role Delivering an exceptional customer experience is key at Ideals. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years. We are looking for a Customer Success Manager to join our Customer Success team in the UK. This is a post-sales role with full portfolio ownership: you'll lead renewals, onboarding, and account expansion for high-value B2B clients, including some of the most strategic names in our European portfolio. You'll work cross-functionally to drive adoption and maximize account potential, with direct influence over revenue targets and client retention. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You'll own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the UK region and beyond. Please note that we can only consider candidates located in London or close by, since the role involves meeting clients in person. What you will do Research and study new clients to identify their expected value from the product and future potential growth opportunities Conduct kick-off (onboarding) trainings for new clients Manage a portfolio of roughly 100 accounts - including 30% high-touch - with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey Execute renewals and expansions proactively, based on account usage, growth potential, and business insights Conduct exit interviews with churned clients Drive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies Participate in special projects to improve the customer success playbooks or introduce new customer success activities What you bring Full professional proficiency in English (C1) At least 3 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively Experience driving MRR/ARR growth through renewals, upsells, or cross-sells Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling) Customer-driven personality with empathetic and emotional intelligence skills Excellent communication, interpersonal, and presentation skills Nice to have Fluency in another European language Familiarity with data rooms, board portals, or secure collaboration tools Experience in sales Our assessment process Screening call with the Talent Acquisition Specialist ( 45 mins) Competency-based interview with the Talent Acquisition Specialist (60 mins) Roleplay with the Hiring Manager (45 mins) Hiring Manager interview (60 mins) What we offer We highly value our people, so we will empower you with all the resources and support to help you reach your full potential. For your best work Remote-first flexibility to shape your ideal workday Home workplace budget Co-working expense coverage Individual IT budget for extra equipment Top-tier tech and AI-powered tools For your growth Access to Ideals Academy with numerous courses Investment in external learning and development activities Guidance in Personal Development Plan creation Professional literature and subscriptions coverage Support of your passion as a speaker or writer Internal talent mobility opportunities For your well-being Tailored Wellness Package (1500 GBP/a year) for health-related activities Funding for sports competitions Paid health-related time-off 25 business days of annual leave NEST pension program contribution Extra perks Team-building offline and online events Budget for meetups with your local team Generous internal referral program Our culture Commitment, Excellence, Collaboration, Trust and Care are core values to the Ideals team. For us, these are the principles that every Idealer lives and breathes. We are on the lookout for like-minded individuals who share our values. By doing so, we create a team where talents feel at ease and work to the best of their abilities. Discover more. Ideals is an equal opportunity employer Ideals is made up of people from a wide variety of backgrounds and lifestyles. We embrace diversity and invite applications from people from all walks of life. We don't discriminate against employees or applicants based on gender identity or expression, sexual orientation, race, religion, age, national origin, or citizenship.

Feefo helps both consumers and businesses make the right decisions. Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they're doing right, and where they can improve. This allows Feefo's clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time. We're a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo's bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too. We are proud to work with companies, large and small, from household names to local heroes. What you'll do Build Strong Customer Relationships: Cultivate and develop deep relationships with multiple stakeholders across various operational, technical, and commercial levels. Take ownership of customer relationships, ensuring the execution of our value proposition and alignment with customer expectations. Identify and cultivate opportunities for strategic partnerships and collaborations with customers. Anticipate and address customer needs proactively, ensuring a seamless and positive experience. Drive Renewals and Expansion: Work closely with the Sales team to develop and execute targeted upselling and cross-selling strategies. Leverage customer insights to identify expansion opportunities and tailor solutions to meet their evolving needs. Ensure timely completion of renewals in accordance with our established CRM processes. Utilise data-driven insights to optimize customer engagement and identify opportunities for growth. Account Planning and Strategy: Develop, maintain and execute strategic account plans that align with the customer's business objectives and drive revenue growth for Feefo. Conduct quarterly business reviews to assess customer satisfaction, identify areas for improvement, and propose value-added solutions. Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of our platform. Product Expertise and Adoption: Acquire a deep understanding of our solutions and their place in the market. Collaborate with the Product team to provide feedback on customer needs and influence the product roadmap. Train and empower customers to maximize the value of our products and services. Communicate product updates and enhancements clearly to customers. Issue Resolution and Customer Satisfaction: Take ownership of customer issues and drive them to resolution, minimising impact on the customer's business. Measure and track customer satisfaction metrics and implement strategies to improve performance. Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their other platforms. Experienced Preferred Proven track record in customer success, account management, or a similar role. Strong commercial acumen and a focus on revenue generation. Excellent communication and interpersonal skills. Ability to build strong relationships with customers at all levels. Strong problem-solving and analytical skills. Experience with CRM and other relevant tools. A passion for customer success and a desire to exceed expectations. Skills & Experience Must Have 4+ years of customer success experience with a focus on global/enterprise accounts ideally within a digital or data environment Proven ability to prioritise and manage multiple projects in a dynamic environment Excellent negotiation skills and ability to work within tight time frames and under pressure Proficient in creating and delivering compelling presentations for technical products Excellent verbal and written communication skills, comfortable working in a technical environment Experience using a CRM platform for pipeline management. We use Dynamics Ability to nurture relationships, build stakeholder connections, and collaborate successfully across operational departments Positive attitude, team player, adaptable, resourceful, and self-starter Good understanding of operational processes with excellent commercial awareness Consultative approach to problem-solving and execution of customer issue resolutions Qualifications & Training Desirable - previous experience working within the following sectors; Travel, Retail or Automotive At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered. We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.

Join OneAdvanced KEY PURPOSE OF THE ROLE You will serve as the primary point of contact for our clients, ensuring their satisfaction, retention, and success by delivering exceptional service and driving continuous value from our managed IT solutions. You will manage and be responsible for the operational success and commercial profitability of the services delivered to the nominated customers. Using your subject matter expertise and experience, you will ensure that all necessary governance and reporting mechanisms are established and aligned with company standards. You will maintain continuity of good business practices during the contract in-life phase What You Will Do KEY RESPONSIBILITIES Responsibilities will include: Build and maintain strong, long-term client relationships. Ensure regular customer contact through on-site visits. Act as the trusted advisor and liaison between the client and internal teams. Understand client goals and align OneAdvanced services to meet business needs. Proactively monitor account health, usage metrics, and satisfaction levels. Manage client onboarding, renewals, and service escalations. Identify upsell and cross-sell opportunities in coordination with the sales team. Collaborate with internal teams to resolve issues and ensure client expectations are met. Track and report on client engagement, KPIs, XLAs, and service performance. Contract management and development Financial / Commercial Management (including P&L Management and Reporting) Service Level Management Service Delivery Strategy and Development Risk Management Continuous Service Improvement Make decisions critical to customer engagement and success Develop long term strategic customer and OneAdvanced relationships Accountable for all contractual elements pertaining to the customer deliverables KEY ACCOUNTABILITES (THE CORE ACTIVITES, OUTPUTS EXPECTED OF THE ROLE, REGULATORY & LEGAL REQUIREMENTS) Manage the profitability of allocated contracts, analysis of P&L and customer contractual reporting. Identify service improvements coming out of complex operational and organisational problems and measures to improve profitability of account/s. To be fully familiar with the detail of all aspects of the contract, ensuring a thorough understanding of the companies obligations, and that these are delivered against. Understand the resources and costs required, and utilized, in the delivery of the contract. Accountable for the service performance of their customer contracts Contribute to team initiatives and service improvement. Manage efficiency programmes to ensure profitability and contractual obligations expectations are met and improved upon. Be actively involved in SMT Improvement initiatives and leadership priorities. Manage day-to-day relationships with key stakeholders, building strong and productive working relationships. Apply strict change control to all areas of the contract ensuring that specialist support is engaged. Build cohesive working relationships with internal stakeholders to develop cross department and business unit associations. Manage and be responsible for an accurate and up to date Risk Register. Fully understand the customers' business and technical environment and be proactive in aligning OneAdvanced resources to ensure the most cost-efficient delivery model. Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract. Chair regular Service Review Meetings focusing on performance against contract and opportunities to develop the relationship and services with the customer. Where appropriate, produce and maintain a Service Catalogue and Operations Service Manual (Handbook) in relation to the contracted deliverables utilising the expertise of the Service Transition team. Produce and managed the delivery of Service Improvement plans (SIPS) and Continuous Service Improvement (CSI) items. Maintain positivity and a solution focused approach in challenging situations. Role model this behaviour to build team confidence levels. Ensure that all elements of service delivered via partners are covered by contracted terms that are at least equal to the OneAdvanced contracted deliverables. Manage the partner appropriately to ensure their business obligations are met. Any exceptions to be identified as a risk and mitigated as far as practical. Ensure out of scope chargeable revenue information is captured and submitted for invoice at agreed intervals. Identify additional opportunities and either progress directly or work with the Account Director to develop. Support Sales in the re-negotiation of contracts If requested by SMT be involved in the bid for new contracts including (but not limited to) signing off Service Management and commercial elements. Present to potential customers the benefits of the Customer Success practise. Act as a point of escalation for customer issues & co-ordination of resources. Act as first point of reference for penalty claims and manage these to resolution. Manage small in-life projects. Support pre-Sales activity on new services & solutions ensuring alignment to existing services that are provided. Ensure adherence to all OneAdvanced procedures including escalation, complaint, quality, confidentiality, and security policy. What You Will Have KEY CAPABILITIES In-depth understanding of service provided and specialised level of knowledge of service disciplines A minimum of 3 years experience in a SIAM Service Integrator Role ITIL Foundation V3 certificated (V4 preferred) Recognised as a subject matter expert in Service Delivery best practice Demonstrate understanding of Financial contract management Must be able to understand and interpret contractual terms Ability to interpret internal and external business challenges and take decisions independently whilst guided by policies and procedures and departmental leads. Able to identify and resolve complex operational issues whilst cognisant of broader business impacts. High level of commercial competency - able to identify and progress new business opportunities, able to identify risks and mitigate, coordinating the business to do so. Seen as a role model to CSM team members Continuous improvement ethic - ability to identify and implement Service and Commercial improvements using the LEAN CSI model. Significant experience in external client facing roles delivering service. Excellent relationship management skills, must project a professional image at all times Excellent matrix management skills. To ensure all teams delivery to their full potential. Excellent analytical capability Ability to work independently with minimal guidance Ability to plan, run, manage, and accurately record effective meetings Demonstrate understating of the OneAdvanced Vales and the impact they have on the business Live the values of the Major Customer Success Management team charter High level of communication / negotiation and influencing skills with the ability to build relationships with senior internal and external stakeholders. What We Do For You Wellbeing that means something 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave Robust sick pay of up to 13 weeks full pay + 13 weeks half pay 24/7 Employee Assistance Programme for confidential support Private medical insurance for everyone, no medical-history exclusions Financial benefits that have your back Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures Income protection: up to 75% salary for 5 years if you ever need it Grow your career with us SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library Access to external training and apprenticeships Making a Difference MatchIt!Fundraise for a cause close to your heart and OneAdvanced will match part of the funding Pennies from Heavendonate the pennies from your pay check to help make a difference without lifting a finger Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000+ models Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover Who We Are At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We're much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. . click apply for full job details

Ideals is a global B2B SaaS product company recognized as the most highly rated and customer-centric brand in the secure business collaboration market. Trusted by over 2,000,000 users from 175,000 companies globally, we help people run high-stakes processes and make important decisions with less stress, higher quality, and shorter hours. Ideals Virtual Data Room (VDR) : Secure document sharing and collaboration for due diligence, fundraising, corporate reporting, licensing, clinical trials, and other complex transactions. Ideals Board : Board and leadership collaboration platform for faster, safer, and more compliant decision-making. The role Delivering an exceptional customer experience is key at Ideals. Our Customer Success team has been crucial in driving a high level of customer satisfaction and securing our Market Leader status on G2 for 5 consecutive years. We are looking for a Customer Success Manager to join our Customer Success team in the UK . This is a post-sales role with full portfolio ownership: you'll lead renewals, onboarding, and account expansion for high-value B2B clients, including some of the most strategic names in our European portfolio. You'll work cross-functionally to drive adoption and maximize account potential, with direct influence over revenue targets and client retention. This is a unique opportunity to build an excellent track record in a multinational, mature yet fast-evolving SaaS environment. You'll own and impact the customer relationship, working closely with multiple departments to support our scaling growth in the UK region and beyond. Please note that we can only consider candidates located in London or close by, since the role involves meeting clients in person. What you will do Research and study new clients to identify their expected value from the product and future potential growth opportunities Conduct kick-off (onboarding) trainings for new clients Manage a portfolio of roughly 100 accounts - including 30% high-touch - with structured follow-ups, clear prioritization, and proactive engagement across the entire customer journey Execute renewals and expansions proactively, based on account usage, growth potential, and business insights Conduct exit interviews with churned clients Drive customer advocacy initiatives by securing satisfied client reviews, testimonials, or case studies Participate in special projects to improve the customer success playbooks or introduce new customer success activities What you bring Full professional proficiency in English (C1) At least 3 years of experience as an Account Manager or a CSM in B2B, preferably in SaaS Proven track record managing a book of business of 50+ accounts, with a strong ability to plan, organize and prioritize effectively Experience driving MRR/ARR growth through renewals, upsells, or cross-sells Experience in leading commercial conversations with the client (e.g., pricing, discounting, upselling) Customer-driven personality with empathetic and emotional intelligence skills Excellent communication, interpersonal, and presentation skills Nice to have Fluency in another European language Familiarity with data rooms, board portals, or secure collaboration tools Experience in sales Our assessment process Screening call with the Talent Acquisition Specialist ( 45 mins) Competency-based interview with the Talent Acquisition Specialist (60 mins) Roleplay with the Hiring Manager (45 mins) Unrivaled recognition We're proud to be celebrated by our customers and teammates G2 Market Leader Based on 600+ reviews 4.7 out of 5 Trusted by talent based on 100+ reviews 4.8 out of 5 Reach globally with a team celebrated by your sales peers You'll enjoy the right blend of support and autonomy to help you reach your full potential, anywhere in the world Remote-first flexibility to shape your ideal workday Home workplace budget Co-working expense coverage

Customer Success Manager For the Role We are looking for a proactive, customer-focused Customer Success Manager (CSM) to join our growing team. This role is key to ensuring our clients derive maximum value from our ambient voice technology solutions, driving product adoption, satisfaction, and long-term customer loyalty. The CSM will act as the main point of contact for assigned clients, working closely with internal teams to advocate for the customer and ensure a seamless experience throughout the customer lifecycle. The CSM will ensure they can balance multiple priorities by prioritising their allocated pilots within NHS Trusts. The role includes working closely with clinicians and being able to identify clinical champions and utilising them to drive adoption within that hospital space. About Lyrebird Health Lyrebird is a rapidly growing health-tech company using AI to give healthcare professionals their time back - and we're scaling fast. Our platform integrates directly with General Practice, Allied Health, and Specialist clinics - automating admin, streamlining documentation, and saving clinicians over 2 hours a day so they can focus on care, not keyboards. What You'll Do Own and manage a portfolio of customer accounts, building strong, trusted relationships. Drive customer onboarding, training, and adoption processes to ensure value realisation. Serve as the voice of the customer internally, advocating for their needs and feedback. Monitor account health, usage data, and engagement metrics to identify risks and opportunities. Proactively manage renewals and identify expansion opportunities. Address and resolve customer issues in collaboration with support, product, and technical teams. Deliver regular business reviews and performance insights to customers. Collaborate with sales and marketing to support upsell/cross-sell strategies. Maintain accurate and up-to-date CRM and documentation for customer interactions. Be able to address situations on the fly, as a start up it is imperative that the individual possesses the ability to think outside of the box. You Should Have Customer-obsessed with a genuine desire to help clients succeed. A natural relationship builder with strong emotional intelligence. Organised, detail-oriented, and data-driven. Comfortable presenting to stakeholders at various levels, including senior leadership. Ability to learn core product functionalities and demo with precision. Adaptable and resilient with a positive attitude towards change and feedback. Commercially aware, with a good understanding of customer lifetime value and growth strategies. Hungry to succeed and grow. Many companies state this but we are truly fast paced and we want individuals who are willing to show off their other skillsets which may benefit in creating a role that best suits the company and them. Nice to Have Experience in health-tech or selling into the NHS Exposure to onboarding or post-sale delivery Familiarity with CRMs (HubSpot, Salesforce, etc.) Located near London or a major UK hub (not essential) At Lyrebird, we don't just write code - we help shape the future of the human experience. If you want to pioneer, to create, and to see your work touch lives directly, we'd love to hear from you. We're building a team that reflects the diversity of the people who'll benefit from our work. We want Lyrebird to be a place where everyone feels safe, supported, and able to thrive. If you're from an underrepresented background in tech, we especially encourage you to apply - even if you don't meet every single requirement.

This is a fantastic opportunity to join Luminance, the pioneer of Legal-Grade AI for enterprise. Backed by internationally renowned VCs and named in both the Forbes AI 50 list of 'Most Promising Private AI Companies in the World' and Inc. 5000's 'Fastest Growing Companies in America', Luminance is disrupting the legal profession around the globe. A unique opportunity to join Luminance's growing global Customer Success team presents the opportunity to work with businesses spanning the top international law firms to household names in every sector spanning 60 countries including major manufacturing companies, high growth technology companies, global retailers and pharmaceutical giants. This role is all about cultivating relationships and getting to the heart of our customers' objectives whilst maintaining a clear vision for how our ground-breaking technology will transform the way individuals and companies work with contracts every day. The ideal candidate will have a natural ability to build rapport with customers, maintaining excellence in every interaction, with a strong drive for results. Duties will include a broad range of tasks including establishing and maintaining positive customer relationships; devising, implementing and project managing onboarding and rollout programs for customers spanning small/mid-size companies through to enterprises with thousands of users; training and advising customers on product best practices; and minimising churn. They should also be able to provide insights on customer-to-business interactions using available data, improve customer experience through product support and feedback, and handle customer complaints and requests with professionalism. Successful candidates must be social, analytical, possess an aptitude for learning and using new software, and be able to communicate clearly and effectively. The ideal Customer Success representative should engage productively and collaborate with customers, maximise value, and possess the ability to think creatively about strategies to nurture and expand our reach within our customer base. To apply, please send your CV and covering letter to . Responsibilities Develop and foster an excellent customer experience across Luminance's comprehensive product suite Facilitate a seamless handover from pre-sales to post-sales by maintaining close collaboration with the Product Specialist and Sales Teams to execute on the customer's vision for the Luminance product Oversee customer engagements post-sale, fostering relationships through expertise in our product and effectively executing established onboarding and implementation processes Gain and maintain an in-depth knowledge of the product to meet individual customer business requirements Work closely with customers to establish proactive deployment, transition, and user adoption strategies. Collaborate with the Sales Team to create practical, measurable plans that embed Luminance into the core of our customers' day to day. Liaise with the Support Engineers, Product and Technical Operations Teams to communicate potential product enhancements and streamline issue resolutions Act as the voice of the customer, providing insights to internal teams to enhance service delivery and align product development with customer needs Identify account growth opportunities via upselling and cross-selling or expanding into new regions/teams/use cases Maximise customer renewals via successful onboarding and user engagement; minimise risk of customer churn Analyse customer data to improve customer experience and engagement Hold product demonstrations for customers Regular domestic and international travel to meet with customers and build robust business relationships Evaluate and improve tutorials and other communication/training infrastructure Bachelor's of Master's Degree in a scientific or analytical discipline, with a 2:1 or above (UK) or GPA of 3.5 or above (US) Highly organised with ability to multi-task and prioritise effectively Self-driven and proactive Excellent communication and interpersonal skills, both verbal and written Patient and active listener Articulate, charismatic and confident in a customer-facing role, with ability to present to individuals with varying degrees of knowledge Detail oriented with a problem-solving attitude Excellent product knowledge Passion for customer experience Ability to work in an innovative and fast-paced environment whilst delivering to deadlines

Join OneAdvanced KEY PURPOSE OF THE ROLE You will serve as the primary point of contact for our clients, ensuring their satisfaction, retention, and success by delivering exceptional service and driving continuous value from our managed IT solutions. You will manage and be responsible for the operational success and commercial profitability of the services delivered to the nominated customers. Using your subject matter expertise and experience, you will ensure that all necessary governance and reporting mechanisms are established and aligned with company standards. You will maintain continuity of good business practices during the contract in-life phase What You Will Do KEY RESPONSIBILITIES Responsibilities will include: Build and maintain strong, long-term client relationships. Ensure regular customer contact through on-site visits. Act as the trusted advisor and liaison between the client and internal teams. Understand client goals and align OneAdvanced services to meet business needs. Proactively monitor account health, usage metrics, and satisfaction levels. Manage client onboarding, renewals, and service escalations. Identify upsell and cross-sell opportunities in coordination with the sales team. Collaborate with internal teams to resolve issues and ensure client expectations are met. Track and report on client engagement, KPIs, XLAs, and service performance. Contract management and development Financial / Commercial Management (including P&L Management and Reporting) Service Level Management Service Delivery Strategy and Development Risk Management Continuous Service Improvement Make decisions critical to customer engagement and success Develop long term strategic customer and OneAdvanced relationships Accountable for all contractual elements pertaining to the customer deliverables KEY ACCOUNTABILITES (THE CORE ACTIVITES, OUTPUTS EXPECTED OF THE ROLE, REGULATORY & LEGAL REQUIREMENTS) Manage the profitability of allocated contracts, analysis of P&L and customer contractual reporting. Identify service improvements coming out of complex operational and organisational problems and measures to improve profitability of account/s. To be fully familiar with the detail of all aspects of the contract, ensuring a thorough understanding of the companies obligations, and that these are delivered against. Understand the resources and costs required, and utilized, in the delivery of the contract. Accountable for the service performance of their customer contracts Contribute to team initiatives and service improvement. Manage efficiency programmes to ensure profitability and contractual obligations expectations are met and improved upon. Be actively involved in SMT Improvement initiatives and leadership priorities. Manage day-to-day relationships with key stakeholders, building strong and productive working relationships. Apply strict change control to all areas of the contract ensuring that specialist support is engaged. Build cohesive working relationships with internal stakeholders to develop cross department and business unit associations. Manage and be responsible for an accurate and up to date Risk Register. Fully understand the customers' business and technical environment and be proactive in aligning OneAdvanced resources to ensure the most cost-efficient delivery model. Prepare regular Service Reports incorporating appropriate Key Performance Indicators to show performance of the services provided against the terms of the contract. Chair regular Service Review Meetings focusing on performance against contract and opportunities to develop the relationship and services with the customer. Where appropriate, produce and maintain a Service Catalogue and Operations Service Manual (Handbook) in relation to the contracted deliverables utilising the expertise of the Service Transition team. Produce and managed the delivery of Service Improvement plans (SIPS) and Continuous Service Improvement (CSI) items. Maintain positivity and a solution focused approach in challenging situations. Role model this behaviour to build team confidence levels. Ensure that all elements of service delivered via partners are covered by contracted terms that are at least equal to the OneAdvanced contracted deliverables. Manage the partner appropriately to ensure their business obligations are met. Any exceptions to be identified as a risk and mitigated as far as practical. Ensure out of scope chargeable revenue information is captured and submitted for invoice at agreed intervals. Identify additional opportunities and either progress directly or work with the Account Director to develop. Support Sales in the re-negotiation of contracts If requested by SMT be involved in the bid for new contracts including (but not limited to) signing off Service Management and commercial elements. Present to potential customers the benefits of the Customer Success practise. Act as a point of escalation for customer issues & co-ordination of resources. Act as first point of reference for penalty claims and manage these to resolution. Manage small in-life projects. Support pre-Sales activity on new services & solutions ensuring alignment to existing services that are provided. Ensure adherence to all OneAdvanced procedures including escalation, complaint, quality, confidentiality, and security policy. What You Will Have KEY CAPABILITIES In-depth understanding of service provided and specialised level of knowledge of service disciplines A minimum of 3 years experience in a SIAM Service Integrator Role ITIL Foundation V3 certificated (V4 preferred) Recognised as a subject matter expert in Service Delivery best practice Demonstrate understanding of Financial contract management Must be able to understand and interpret contractual terms Ability to interpret internal and external business challenges and take decisions independently whilst guided by policies and procedures and departmental leads. Able to identify and resolve complex operational issues whilst cognisant of broader business impacts. High level of commercial competency - able to identify and progress new business opportunities, able to identify risks and mitigate, coordinating the business to do so. Seen as a role model to CSM team members Continuous improvement ethic - ability to identify and implement Service and Commercial improvements using the LEAN CSI model. Significant experience in external client facing roles delivering service. Excellent relationship management skills, must project a professional image at all times Excellent matrix management skills. To ensure all teams delivery to their full potential. Excellent analytical capability Ability to work independently with minimal guidance Ability to plan, run, manage, and accurately record effective meetings Demonstrate understating of the OneAdvanced Vales and the impact they have on the business Live the values of the Major Customer Success Management team charter High level of communication / negotiation and influencing skills with the ability to build relationships with senior internal and external stakeholders. What We Do For You Wellbeing that means something 26 days' holiday + bank holidays (and the option to buy more) plus 1 paid volunteering day every year Exceptional family leave, 26 weeks fully paid maternity/adoption, 4 weeks fully paid paternity, 22 weeks fully paid shared parental leave, plus 5 days paid bereavement leave Robust sick pay of up to 13 weeks full pay + 13 weeks half pay 24/7 Employee Assistance Programme for confidential support Private medical insurance for everyone, no medical-history exclusions Financial benefits that have your back Performance-based rewards tailored to your role, from company-wide bonuses to OTE and commission structures Income protection: up to 75% salary for 5 years if you ever need it Grow your career with us SkillsHub learning platform with leadership pathways, future-manager training, and a huge online library Access to external training and apprenticeships Making a Difference MatchIt!Fundraise for a cause close to your heart and OneAdvanced will match part of the funding Pennies from Heavendonate the pennies from your pay check to help make a difference without lifting a finger Plus plenty other flexible benefits to suit your lifestyle on our RewardHub, including: ULEV car scheme with 1,000+ models Dental insurance, Health Cash Plan, Critical Illness Cover, Partner Life Cover Who We Are At OneAdvanced, we are at the forefront of delivering sector-focused technology solutions that simplify complexity, drive meaningful progress, and help build a fairer, more inclusive society. We're much more than a software company. We deliver SaaS workflow applications and IT services that power organisations across Education, Government, Healthcare, Legal, Manufacturing, Housing, Retail, and more. . click apply for full job details

Feefo helps both consumers and businesses make the right decisions. Founded in 2010, Feefo works with 6,000+ brands worldwide to collect reliable and constructive reviews they can learn from and display. We invite confirmed customers to leave feedback, which results in reliable, fake-free reviews, so consumers can learn how people like them feel about different products and services. And companies can discover what they're doing right, and where they can improve. This allows Feefo's clients to create transparent, trusted relationships and deliver exceptional services that their customers can depend on - every time. We're a team of technology specialists, industry experts, and multi-lingual client services champions that operates across various sectors, including travel, retail, automotive, and finance. Feefo's bespoke artificial intelligence, business insight, review software and compliance solutions help increase client sales and reduce churn. As a Google Premier Partner, our clients can improve their search and paid conversion rates too. We are proud to work with companies, large and small, from household names to local heroes. What you'll do Build Strong Customer Relationships: Cultivate and develop deep relationships with multiple stakeholders across various operational, technical, and commercial levels. Take ownership of customer relationships, ensuring the execution of our value proposition and alignment with customer expectations. Identify and cultivate opportunities for strategic partnerships and collaborations with customers. Anticipate and address customer needs proactively, ensuring a seamless and positive experience. Drive Renewals and Expansion: Work closely with the Sales team to develop and execute targeted upselling and cross-selling strategies. Leverage customer insights to identify expansion opportunities and tailor solutions to meet their evolving needs. Ensure timely completion of renewals in accordance with our established CRM processes. Utilise data-driven insights to optimize customer engagement and identify opportunities for growth. Account Planning and Strategy: Develop, maintain and execute strategic account plans that align with the customer's business objectives and drive revenue growth for Feefo. Conduct quarterly business reviews to assess customer satisfaction, identify areas for improvement, and propose value-added solutions. Provide consultative advice to customers, guiding them on maximizing the return on their investment and providing best practices on the use of our platform. Product Expertise and Adoption: Acquire a deep understanding of our solutions and their place in the market. Collaborate with the Product team to provide feedback on customer needs and influence the product roadmap. Train and empower customers to maximize the value of our products and services. Communicate product updates and enhancements clearly to customers. Issue Resolution and Customer Satisfaction: Take ownership of customer issues and drive them to resolution, minimising impact on the customer's business. Measure and track customer satisfaction metrics and implement strategies to improve performance. Focus on increasing product adoption among additional stakeholders, providing guidance and support for seamless integration into their other platforms. Experienced Preferred Proven track record in customer success, account management, or a similar role. Strong commercial acumen and a focus on revenue generation. Excellent communication and interpersonal skills. Ability to build strong relationships with customers at all levels. Strong problem-solving and analytical skills. Experience with CRM and other relevant tools. A passion for customer success and a desire to exceed expectations. Skills & Experience Must Have 4+ years of customer success experience with a focus on global/enterprise accounts ideally within a digital or data environment Proven ability to prioritise and manage multiple projects in a dynamic environment Excellent negotiation skills and ability to work within tight time frames and under pressure Proficient in creating and delivering compelling presentations for technical products Excellent verbal and written communication skills, comfortable working in a technical environment Experience using a CRM platform for pipeline management. We use Dynamics Ability to nurture relationships, build stakeholder connections, and collaborate successfully across operational departments Positive attitude, team player, adaptable, resourceful, and self-starter Good understanding of operational processes with excellent commercial awareness Consultative approach to problem-solving and execution of customer issue resolutions Qualifications & Training Desirable - previous experience working within the following sectors; Travel, Retail or Automotive At Feefo, we believe that a diverse and inclusive workplace drives innovation and creativity. We are committed to fostering a culture where everyone feels valued, respected, and empowered. We welcome applications from individuals of all backgrounds, experiences, and perspectives. We do not discriminate on the basis of race, religion, sex, sexual orientation, gender identity, age, marital status, disability, veteran status, nationality, or any other characteristic protected by law. Together, we strive to create a supportive and equitable environment for all.