Customer Success Manager / Account Manager

About the role

We're looking for an experienced, hands on Account Manager/Customer Success Manager to join our fast-growing scale up. This is a proactive, commercially minded role: you'll own the relationship and renewal, identify and create expansion opportunities, and ensure customers realise (and can clearly evidence) the value Xelix delivers. You'll partner closely with Sales, Product and Services to drive adoption, outcomes and long term account growth.

What you'll be doing

• Own a portfolio of Mid Market & Small Enterprise customers, acting as a trusted advisor and commercial lead across renewal and growth.
• Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses.
• Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting success metrics and commercial narratives to executive sponsors and C suite stakeholders.
• Develop a deep understanding of each customer's priorities, operating model, systems landscape and roadmap-using this to shape account strategy and unlock expansion.
• Run proactive account governance (E.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track.
• Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue.
• Identify, qualify and progress upsell/cross sell opportunities, building business cases, aligning stakeholders and partnering with AEs/founders where needed to close.
• Lead renewals end to end: timeline management, commercial negotiation support, stakeholder alignment and forecasting accuracy.
• Triage technical and non technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident.
• Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence and manage expectations on deliverables and timelines.
• Stay close to market trends and competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes.

What you'll bring

• Experience in a customer facing B2B SaaS role such as Customer Success, Account Management, Sales Development, Account Executive or a similar consultative position where you built strong customer relationships and delivered positive outcomes.
• Comfortable managing customer conversations across different stakeholder levels, with the confidence to build trust, understand business needs and communicate effectively with both day to day users and senior decision makers.
• Some exposure to commercial conversations such as renewals, expansion opportunities, upselling, cross selling or supporting the sales process. You're interested in developing these skills further.
• Able to understand customer goals and translate them into practical action plans, helping customers achieve value from the product while identifying opportunities to improve their experience.
• Strong communication and presentation skills, with the ability to explain ideas clearly, tell a compelling customer story and demonstrate the impact of solutions using relevant data where appropriate.
• Curious and proactive in identifying customer challenges, asking thoughtful questions and working collaboratively to find solutions before issues become blockers.
• Experience working cross functionally with teams such as Sales, Product, Customer Support, Implementation or Professional Services to resolve customer issues and deliver successful outcomes.
• Analytical and organised, with the ability to use customer data, product usage or account insights to prioritise activity, identify trends and support decision making.
• Comfortable managing multiple customers, projects or workstreams simultaneously while maintaining strong organisation, attention to detail and follow through.
• Technically curious and eager to learn new products, technologies and customer environments, allowing you to confidently advise customers and continue building your expertise.
• A collaborative mindset with a willingness to take ownership, build relationships internally and externally, and contribute positively to a fast paced, high growth team.
• Motivated by learning and progression, with an interest in developing your commercial, strategic account management and customer success skills over time.

What we offer in return

• Competitive salary of £47,000 - £60,000 depending on experience with 30% commission.
• 27 days of annual leave (including 3 days Christmas closing) that increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days.
• Hybrid working with two days a week from our dog friendly Hoxton office.
• On site gym and cycle to work scheme.
• Employee discount at over 100 retailers.
• Comprehensive private medical & dental cover with Vitality.
• Enhanced parental leave pay.
• £1,000 personal annual budget for learning & development.
• Carbon neutral operations and ambition to reduce carbon footprint.
• Regular team socials, activities and an annual retreat.

We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate.

We are a full time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.