266 jobs found

Head of Customer Service Location: Norwich (office based) Employment type: Permanent, full time Reporting to: Director of Customer Service & Operations Team: 100 advisors plus 6 Team Managers and a Service Level Manager (wider CS function 250 across 2 sites) your next chapter Travel Chapter is the holiday home people. We connect guests with incredible properties across the UK and help homeowners share the places they love most. As a certified B Corp, we care about doingwhat'sright for our customers, our people, ourcommunitiesand ourplanet. That mindset sits at the heart of how weoperateand how we serve. Customer Service plays a huge role in shaping how guests and homeowners feel about us. From first enquiry to post-stay, it'sour teams on the ground and on the phones who make things effortless, reassuring and human. We are now looking for a Head of Customer Service to lead our Norwich operation and help us evolve how we serve customers in a fast-moving and increasingly digital environment. what this role is all about This is a hands-on operational leadership role with strategic influence. You'll run day-to-day service delivery at our Norwich site, but you'll also play a key part in shaping how our Customer Service function works as it grows, modernises and aligns across two locations. You'll lead from the front, building confidence, consistency and ownership across the team. You'll work closely with our Director of Customer Service and your peer Head of CS in Bideford to make sure service standards feel aligned and the whole department moves forward together. Our customers are guests and property owners. We want them to feel safe in our hands, to get clear answers and to know that once they've raised something, we'll see it through end-to-end. what you'll be doing Leading operational service delivery at our Norwich site across phone, email and digital channels Playing a central role in service performance, coaching and shift leadership through 6 Team Managers and a Service Level Manager Embedding simple and consistent performance rhythms that make it easier to see what's working and what needs attention Making coaching part of everyday life, not just when something goes wrong Ensuring we get the best from our tools and systems including Salesforce, WhatsApp and emerging AI tools Partnering with Planning and Training so teams have the skills, cover and support they need to succeed Working closely with your Bideford peer to drive consistency, shared learning and continuous improvement Understanding what's driving repeat contacts and friction and working with other teams to solve root causes Shaping communication standards so they feel confident, clear and helpful Bringing operational insight to wider CS and business conversations what we're looking for You'll likely have: Senior leadership experience in a multi-channel contact centre or customer operations environment A track record of improving service performance through clarity, coaching and sensible operational routines Confidence with systems, performance data and tooling and ideally familiarity with Salesforce or similar platforms Experience influencing wider improvements in service quality, customer experience or operational consistency across teams or sites The ability to lead under pressure and maintain standards without losing the human touch you are Approachable, direct and calm. People know where they stand with you. A leader who removes blockers, rolls up their sleeves and sets the tone. Solutions-orientated and ownership-led. You don't deflect, you sort. Someone who believes good service is shaped as much by how we coach and communicate as by the systems we use. why join us A people-first B Corp business with real values, not slogans A role with both scale and influence, leading one of our two core CS sites The chance to help shape a modern, digital service model that blends great people with smart technology A supportive and collaborative leadership team who care about doing things well what success looks like In your first year, you'll help strengthen the performance, clarity and purpose of our Customer Service function. You'll build a more consistent, principle-led operation that supports our teams to make good decisions for our customers and for the business. Customers will feel better informed, more confident and more supported throughout their journey. Our teams will feel guided, developed and equipped to deliver at a high standard. Improvement will feel like part of how we work every day, not a stand alone initiative.

Empower Customers. Drive Impact. Grow with Seeq. At Seeq, we're on a mission to help industrial companies transform how they work through advanced analytics and data-driven insights. As a Customer Success Manager (CSM), you'll play a pivotal role in that transformation-building deep partnerships with our customers, helping them unlock the full value of Seeq, and ensuring their long-term success. Our CSMs are trusted advisors and strategic partners. You'll act as the customer's champion, aligning their goals with Seeq's solutions, driving adoption, and ensuring seamless renewals and expansions. This is your opportunity to make a measurable impact at a fast-growing SaaS company while working with some of the world's largest and most innovative organizations. What You'll Do Be the customer's advocate: Understand their strategic goals and proactively create success plans to drive measurable outcomes. Deliver value consistently: Lead quarterly success reviews, share insights on product updates, and guide customers on their journey to achieve maximum ROI. Drive adoption: Oversee onboarding, promote training opportunities, build customer communities, and keep engagement high. Own renewals & growth: Manage the renewal process, minimize churn, and partner with Sales to identify expansion, cross-sell, and upsell opportunities. Problem-solve with impact: Anticipate challenges, connect customers to the right internal resources, and advocate for new product features when needed. Collaborate cross-functionally: Work closely with Product, Training, Support, and Sales teams to deliver a world-class customer experience. What You Bring 7+ years in a customer-facing role within B2B SaaS, technology, or industrial/manufacturing organizations. Experience working with customers in process manufacturing industries (e.g., chemicals, oil & gas, food & beverage, pharmaceuticals) and understanding their workflows and challenges. Ability to translate technical solutions into business value for process manufacturing clients. Strong knowledge of process manufacturing operations and KPIs to drive adoption and success. Proven ability to engage with senior leaders (Director+) at Fortune 500 companies and build lasting relationships. Experience managing renewals and driving account growth in complex, global organizations. Strong business acumen with a data-driven mindset-you know how to use customer health indicators to pivot strategies when needed. Comfort navigating enterprise IT/OT environments; knowledge of time-series and industrial data analytics is a plus. Skilled at translating corporate objectives into actionable customer strategies and delivering executive-ready presentations. Current or prior experience using Seeq's product is a huge plus. Why Join Seeq? Impactful work: Help global enterprises transform how they analyze and act on data. Culture of collaboration: Work with passionate, curious, and mission-driven colleagues in a fully remote environment. Growth opportunities: Shape your career at a company scaling rapidly across industries and markets. Customer-first philosophy: Be empowered to do what's right for customers while supported by a cross-functional team. If you're passionate about helping customers succeed, thrive on solving complex challenges, and want to make a real difference at a high-growth SaaS company, we'd love to hear from you. Seeq is a remote-first (only) company founded by serial entrepreneurs. Our executive team and board of directors have extensive experience with successful startup ventures in high-growth environments. We are founded on the idea that companies need better solutions for quickly and easily getting business insight from their industrial process data. Our mission is to provide software and services that convert that data into meaningful information that the business can use to improve profitability. We have a wonderful, kind-hearted, talented team that loves to collaborate, lead by example, and exceed our customers' expectations. We are certified as a great place to work, an emerging startup, the Technology Fast 500, and Inc. Magazine's Best Places to Work. The Perks of Working at Seeq Competitive salary plus variable commission $135,000 USD base salary Benefits: Internet and mobile phone reimbursements Generous home office allowance The best co-workers (we've analyzed the data, so we know it's true.) Pet-friendly workspace (your dog will be so happy to have you home) You love your job! Seeq provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, or genetics. You must be authorized to work in the country in which you reside. Seeq does not sponsor US F1 or H-1B work visas.

The Opportunity Play a key role by joining an exceptionally high-functioning Customer Success team at Sitetracker, where you'll directly impact customer retention and growth by demonstrating tangible value and ROI. As someone that can speak fluent or business level German, you will own and drive strategic change across a diverse client portfolio, shaping the future success of our customers in the DACH region while experiencing constant growth challenges and opportunities. What You'll Do As a Senior Customer Success Manager who speaks German, you will use your ability to conduct business discussions, negotiations, strategic conversations and be instrumental in driving customer value across the dynamic DACH region, partnering with a diverse portfolio of Enterprise, Strategic, and Regional accounts. You will own the strategic relationship, meticulously creating, maintaining, and executing success and account plans that clearly articulate ROI and Sitetracker's business value. This includes skillfully navigating complex customer organizations to build deep rapport and trust with senior leadership, understanding their mission-critical milestones and strategic objectives. You will proactively assess and diagnose customer challenges, developing comprehensive mitigation plans to prevent churn and elevate the overall customer experience through seamless cross-functional collaboration. Furthermore, you will continuously reinforce and improve Customer Success processes, always seeking to go above and beyond in every interaction, both externally with clients and internally with our teams. You will serve as a vital conduit, ensuring our customers' voices are heard and their evolving needs are met with innovative solutions. The Skills You'll Have Core Customer Success Manager skills: Manage a diverse portfolio of Enterprise, Strategic, and Regional accounts, applying high-touch engagement models and demonstrating adaptable ways of working. Create and execute impactful account and success plans, demonstrating a commitment to customer-focused initiatives. Drive the renewal of six-figure (mandatory) and ideally seven-figure contracts, showcasing your expertise in contract lifecycle management. Proactively map out your territory, anticipating issues and blockers independently to ensure smooth customer journeys. Pursue early and multi-year renewals autonomously, demonstrating a strong grasp of long-term account strategy. Improving customer experience and satisfaction, including stakeholder management: Fostered deep customer relationships through working in a 'high-touch' engagement model Engages effectively at all levels of a business, from daily interactions with mid-management to monthly/quarterly executive cadences. Expertise in creating and delivering compelling content tailored for executive audiences, articulating complex value propositions. Identifies quick wins across your portfolio to rapidly improve user adoption and client satisfaction. Quickly builds and establishes strong, trusted relationships with Business Sponsors and Economic Buyers. Demonstrating 'Business Value Realisation' (BVR), and contract value: Ability to identify, demonstrate, and achieve quantifiable business value for your customer(s), aligning with their strategic objectives. Clearly articulate how you identified value, how it aligned to a customer's overall business objectives, and how it was delivered and measured. Creates jointly-owned success plans with customers and validates business value with customer executives. Builds out Success Stories and collaborates with Marketing to publish these with clients, showcasing impact. Generates public endorsements from clients, serving as powerful advocates for Sitetracker's solutions. Technical Aptitude: Has previously worked in or with technically focused positions, such as pre-sales, solutions/sales engineering, or implementations. Ability to demonstrate, configure, or customize prior tools and platforms to meet specific business needs. Proficient in using modern office suites like Google Docs, PowerPoint, Excel, and various reporting capabilities for day-to-day tasks. Ability to clearly articulate complex technical problems and devise custom technical solutions that drive tangible customer outcomes. Within 90 Days, You'll: Successfully create and initiate success & account plans for your assigned portfolio of key DACH accounts, aligning with customer and Sitetracker objectives. Begin to deeply engage with senior customer leadership across your region, building initial rapport and understanding their critical business drivers and strategic vision. Proactively assess and diagnose initial customer issues, collaborating with cross-functional teams to formulate and implement actionable mitigation plans. Within 180 Days, You'll: Consistently execute and refine your success & account plans, actively demonstrating tangible ROI and business value to customers through clear metrics and outcomes. Expertly navigate complex customer organizations, turning detractors into champions and driving internal cross-functional improvements that enhance the customer experience. Proactively identify and champion opportunities for customer experience enhancement, adoption, and retention, becoming a vocal advocate for customer needs within Sitetracker. Within 365 Days, You'll: Consistently drive retention and expansion across your entire DACH portfolio, significantly contributing to Sitetracker's growth through strong renewals and increased platform utilization. Solidify your position as a trusted advisor for senior customer leadership, influencing their long-term strategy and ensuring Sitetracker is an indispensable partner. Shape and optimize Customer Success practices within the DACH region, contributing directly to Sitetracker's global CS operational excellence and market leadership.

Customer Success Manager - Circle Plus - United Kingdom We are looking for a highly motivated Customer Success Manager to drive the success of our premium-tier customers. This role focuses on building long-term partnerships, guiding customers through onboarding and adoption, and helping them maximize the value of our platform. You will manage a portfolio of strategic clients, providing proactive support and strategic insights to ensure their communities thrive. Working cross-functionally with Product, Engineering, Sales, and Support, you will help shape best practices and processes for scalable customer success. This is a high-impact position that combines hands on account management with opportunities to influence broader customer experience strategy. You will act as a trusted advisor, ensuring each customer achieves their goals while driving retention and growth. Accountabilities Serve as the primary point of contact for a portfolio of premium customers, managing onboarding, adoption, and ongoing engagement. Conduct strategy sessions to guide customers in achieving their goals and maximizing platform value. Analyze usage data to identify risks and opportunities, and implement engagement campaigns to drive adoption and retention. Build and maintain strong relationships with multiple stakeholders within client organizations. Communicate effectively with both technical and non technical audiences, providing clear guidance and updates. Collaborate internally to share customer feedback, inform product improvements, and contribute to overall customer success strategy. Support customers through renewal and expansion cycles, ensuring they understand how the platform aligns with their business strategy. Requirements Strong alignment with organizational values and a customer first mindset. Proficient in English (CEFR Level C2 / ILR Level 5). 4+ years of experience in SaaS Customer Success, community management, or working directly with creators. Proven ability to manage complex accounts with multiple stakeholders and tight timelines. Experience driving adoption, retention, and growth through proactive account management. Strong analytical skills, using data to inform strategy and actions. Excellent communication skills across a variety of audiences and formats. Self motivated, proactive, and able to work effectively in a fast paced, remote first environment. Team player with process oriented mindset, documenting best practices and championing adoption internally. Comfortable learning new tools and platforms, with resourcefulness to solve customer challenges. Bonus: Familiarity with HubSpot, Zapier, Notion, Canva, Google Suite, and experience with creator focused communities. Benefits Competitive cash compensation: $110,000 - $120,000 USD OTE per year (85 % base, 15 % variable), plus equity. Fully remote work from anywhere in the world. High autonomy and trust to manage your work and impact. Generous paid time off: 35 days annually, plus paid sabbatical after 5 years. Comprehensive medical coverage or reimbursement options where applicable. Parental leave and family support benefits. Home office and professional development stipends. Annual bonus potential for eligible roles. Twice yearly fully paid company retreats in international locations. Why Apply Through Jobgether? We use an AI powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.

At Medius, we believe managing finance should be about strategy, not stress. That same mindset shapes not only the solutions we build, but also the culture we create for our people. We remove complexity, embrace innovation, and give our teams the freedom to focus on what truly matters - whether that's transforming the future of finance with AI or finding balance to go home on time. Founded in Sweden in 2001, Medius has grown from a local startup into a global leader in cloud-based spend management solutions. Today, thousands of organizations worldwide trust us to simplify accounts payable and spend management processes. Our journey has been driven by continuous innovation, a passion for technology, and above all - the people who make it happen. We're more than a software company. We're a team of problem-solvers, innovators and collaborators working together to reinvent the category of accounts payable. Our solutions use Artificial Intelligence to eliminate manual work, bring clarity, confidence, and control, and empower finance teams of the future. At Medius, our values guide how we work and grow together: Connect - We believe in the power of people-individually and collectively-and our success depends on understanding and respecting each other. We appreciate that 'empowering finance teams of the future' is an exciting endeavor, and we share it with everyone around us. Question - We enjoy the challenge of our work and the thrill of collaboration. We are not afraid to question ourselves and each other because we believe diverse perspectives can lead to better outcomes and that there is great power in resolution. Own - We are thorough, thoughtful, and decisive. We anticipate what's next, what a customer might need, and then we deliver. That's how we get things done. And that's how we remain a leader. Customers trust us to do our job so that they can focus on what they do best. At Medius, you'll join a diverse, global community where curiosity is celebrated, ideas matter, and innovation never stops. If you're passionate about technology, eager to make an impact, and ready to grow alongside a team that lives its values, Medius is where you can do your best work - your impact is global. Learn more at Job overview As a Customer Success Manager at Medius, you will work closely with high- and medium-tier customers to help them achieve measurable business outcomes and maximize the value of their Medius investment. You will play a strategic role in driving customer satisfaction, retention, and expansion, while laying the foundation for cross- and upsell opportunities. This role combines deep customer engagement, commercial expertise, and scalable success initiatives. You will act as a trusted advisor to customers and as the voice of the customer internally, influencing product, process, and organizational improvements. Responsibilities and Duties Strategic Customer Engagement Prepare, document, and maintain customer success plans, tracking progress and measuring outcomes. Conduct Customer Business Reviews with high- and medium-tier accounts, translating customer data and process insights into clear business outcomes. Partner with Account Management to lead Account Governance Meetings, including thought leadership topics, product roadmap updates, and high-level performance KPIs. Identify opportunities for additional modules or services and support the Account Management team in conversion and expansion efforts. Retention, Growth, and Risk Management Proactively identify at risk customers and collaborate cross functionally to define and execute mitigation plans and retention strategies. Support new business sales processes by presenting the value of the post-go live phase and long term customer success. Scalable Success and Internal Collaboration Create and deliver self service and TechTouch content, including FAQs, tutorials, webinars, and best practice tips. Actively participate in and drive internal development initiatives across departments, serving as the voice of the customer. Qualifications Experience 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting. Proven experience working with accounts payable processes and strong familiarity with the end-to-end purchase-to-pay (P2P) domain. Demonstrated commercial expertise, including sales results, successful commercial decisions, or revenue driving initiatives. Skills and Competencies Strong communication skills with the ability to build trusted relationships and understand customer needs. Deep understanding of accounts payable processes and a solid grasp of broader business processes. Strong commercial mindset with the ability to identify customer pain points and expansion opportunities. Excellent analytical and problem solving skills with a proactive, data driven approach. Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred. About the Team The Medius Global Customer Success Department is expanding, and you will play a key role in this growth. You will be part of the Senior Customer Success Team, reporting to the VP of Customer Success in EMEA (Sweden), and collaborating closely with colleagues across regions, including your local team in the UK.

Klaviyo, a rapidly expanding NYSE listed enterprise technology company, is revolutionising the way businesses connect with their customers through advanced marketing automation solutions. Our cutting edge platform empowers companies to create personalized, data driven campaigns that drive exceptional results. As a leader in the industry, Klaviyo is committed to innovation, customer success, and fostering a collaborative work environment. Named as one of the UK's 'Great Places To Work' for the third year running, we are looking for individuals who want to join our dedicated team and help us grow our already impressive customer base in EMEA even further. We're seeking passionate Customer Success Professionals (CSMs) for our new state of the art and dynamic London office who thrive in a hybrid working environment (3 days in the office). Our mission is to exceed customer expectations and drive their growth. We're looking for CSMs who are dedicated to delivering the best experience to our EMEA customers. This is an exciting opportunity for someone with a customer first attitude, strong consultative and technical skills, and a proven track record of creatively solving unique problems in a fast paced environment. Ideal candidates will have a strong background in CRM, Campaign Management, Data and Analytics, Digital, E Commerce, or Marketing Technology Solutions. How you will make a difference: Transform workflows by putting AI at the centre, building smarter systems and ways of working from the ground up. Be passionate about customer success and establish yourself as the trusted advisor for Klaviyo's fastest growing segment, our Small and Medium Businesses. Drive positive Net Revenue Retention by mitigating churn risk and identifying opportunities for customer expansion and upgrades. Devise customised success plans based on customers' goals and challenges, holding customers accountable for driving action. Compose strategies to increase email, SMS, and digital channel revenue for all customers through the Klaviyo platform while driving growth and expansion. Proactively review customer performance, address any open issues, and ensure consistent messaging and appropriate escalation. Keep customers up to date on product releases and new features. Share feedback with Product/Engineering to enhance customer engagement. Contribute to a positive team environment of collaboration, customer empathy, equality, and inclusion. Who you are: 2+ years of customer success or account management with a track record for building and nurturing relationships with multiple stakeholders on an account at a time. An experienced marketer with a background in campaign management, CRM, digital marketing, data, or analytics. You've already experimented with AI in work or personal projects, and you're excited to dive in and learn fast. You're hungry to responsibly explore new AI tools and workflows, finding ways to make your work smarter and more efficient. Familiarity with Marketing Automation technologies. A proven track record of advising customers or executing marketing strategies. Customer success or account management experience with a history of building and nurturing relationships with multiple stakeholders. Experience explaining how to achieve key goals using software with end users. A track record of creative problem solving for customers and end users. Comfortable discussing and supporting commercial conversations. Thrives in a collaborative environment. Excellent organisational and project management skills. Excellent communication skills via phone, video conference, and email. Curious and eager to learn. Adaptable to change and comfortable working in a fast paced environment. Experience with G Suite, Gainsight, Salesforce, or similar tools. Fluent in French.

Do you possess previous Customer enagagmenent experience in a SAAS environment? Are you motivated to work in a fast-paced customer centric environment? About Our Client A dynamic and purpose-led financial services company based in London, with a mission is to empower the industry to make better decisions for superior long-term outcomes. With over 4,000 professionals currently working, a unique opportunity for a Customer Success Manager to join the vibrant and thriving team in London. Job Description As a Customer Success Manager, the role is extremely diverse and working as a part of a vibrant and engaging team: Sales Handoff & CRM Management Oversee smooth transition from Sales to Customer Success Create client accounts and maintain accurate CRM records 2. Understanding Client Needs Capture the client's goals and reasons for choosing the in-house platform 3. Client Onboarding Deliver structured onboarding with training and follow-ups Ensure clients are set up for success from day one 4. Product Engagement & Adoption Monitor usage and encourage active engagement Provide guidance on new features and ongoing training 5. Client Relationship Management Own a portfolio of clients, conducting regular check-ins Address concerns and provide strategic support Act as a trusted advisor and voice of the customer 6. Internal Communication & Feedback Loop Share insights, issues, and feature requests with senior management Act as a liaison between clients and the development team 7. Client Support & Documentation Respond promptly to client inquiries via email or phone Keep all client-facing materials, guides, and videos updated 8. Process Improvement Assist the Senior Manager in refining Customer Success processes Contribute to CRM workflow setup and usage mapping The Successful Applicant A successful 'Customer Success Manager' should have: Experience in customer service, client engagement, or account management. Technical understanding particularly with payment platform, ideally in SAAS environment would be beneficial Strong communication, interpersonal, and negotiation skills. Proven track record of driving customer satisfaction and retention. Ability to translate client requirements into actionable product improvements. Skilled in relationship-building, with strengths in empathy, communication, and development of others. Enthusiastic with a passion to in transformation data to see continued growth. Hungry with a drive to learn and grown individually and within a team What's on Offer An attractive salary package plus bonus. Excellent benefits including comprehensive dental and critical medical Birthday leave Clear career path and growth set out within the company A chance to work in a supportive and professional environment. An inclusive company culture that encourages collaboration and innovation. We invite qualified candidates to apply and join our team of experts in the insurance sector. This is a fantastic opportunity for those looking to make a significant impact and contribute to our ongoing success

About Us At Medius, we believe managing finance should be about strategy, not stress. That same mindset shapes not only the solutions we build, but also the culture we create for our people. We remove complexity, embrace innovation, and give our teams the freedom to focus on what truly matters - whether that's transforming the future of finance with AI or finding balance to go home on time. Founded in Sweden in 2001, Medius has grown from a local startup into a global leader in cloud-based spend management solutions. Today, thousands of organizations worldwide trust us to simplify accounts payable and spend management processes. Our journey has been driven by continuous innovation, a passion for technology, and above all - the people who make it happen. We're more than a software company. We're a team of problem-solvers, innovators and collaborators working together to reinvent the category of accounts payable. Our solutions use Artificial Intelligence to eliminate manual work, bring clarity, confidence, and control, and empower finance teams of the future. At Medius, our values guide how we work and grow together: Connect - We believe in the power of people-individually and collectively-and our success depends on understanding and respecting each other. We appreciate that 'empowering finance teams of the future' is an exciting endeavor, and we share it with everyone around us. Question - We enjoy the challenge of our work and the thrill of collaboration. We are not afraid to question ourselves and each other because we believe diverse perspectives can lead to better outcomes and that there is great power in resolution. Own - We are thorough, thoughtful, and decisive. We anticipate what's next, what a customer might need, and then we deliver. That's how we get things done. And that's how we remain a leader. Customers trust us to do our job so that they can focus on what they do best. At Medius, you'll join a diverse, global community where curiosity is celebrated, ideas matter, and innovation never stops. If you're passionate about technology, eager to make an impact, and ready to grow alongside a team that lives its values, Medius is where you can do your best work - your impact is global. Learn more at Job overview As a Senior Customer Success Manager at Medius, you will work closely with high- and medium-tier customers to help them achieve measurable business outcomes and maximize the value of their Medius investment. You will play a strategic role in driving customer satisfaction, retention, and expansion, while laying the foundation for cross- and upsell opportunities. This role combines deep customer engagement, commercial expertise, and scalable success initiatives. You will act as a trusted advisor to customers and as the voice of the customer internally, influencing product, process, and organizational improvements. Responsibilities and Duties Strategic Customer Engagement Prepare, document, and maintain customer success plans, tracking progress and measuring outcomes. Conduct Customer Business Reviews with high- and medium-tier accounts, translating customer data and process insights into clear business outcomes. Partner with Account Management to lead Account Governance Meetings, including thought leadership topics, product roadmap updates, and high-level performance KPIs. Identify opportunities for additional modules or services and support the Account Management team in conversion and expansion efforts. Retention, Growth, and Risk Management Proactively identify at risk customers and collaborate cross-functionally to define and execute mitigation plans and retention strategies. Support new business sales processes by presenting the value of the post-go-live phase and long term customer success. Scalable Success and Internal Collaboration Create and deliver self service and TechTouch content, including FAQs, tutorials, webinars, and best practice tips. Actively participate in and drive internal development initiatives across departments, serving as the voice of the customer. Qualifications Experience 5+ years of experience in a customer-facing role such as Customer Success, Account Management, or Consulting. Proven experience working with accounts payable processes and strong familiarity with the end-to-end purchase-to-pay (P2P) domain. Demonstrated commercial expertise, including sales results, successful commercial decisions, or revenue-driving initiatives. Skills and Competencies Strong communication skills with the ability to build trusted relationships and understand customer needs. Deep understanding of accounts payable processes and a solid grasp of broader business processes. Strong commercial mindset with the ability to identify customer pain points and expansion opportunities. Excellent analytical and problem-solving skills with a proactive, data-driven approach. Experience with tools such as Salesforce, JIRA, Freshdesk, Power BI, and Microsoft Office is preferred. About the Team The Medius Global Customer Success Department is expanding, and you will play a key role in this growth. You will be part of the Senior Customer Success Team, reporting to the VP of Customer Success in EMEA (Sweden), and collaborating closely with colleagues across regions, including your local team in the UK.