Senior Customer Success Manager Customer Experience Belfast

About Kadence

As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we're looking for a Senior Customer Success Manager to join our Belfast team and lead strategic relationships that drive tangible impact for our customers.

This role is about more than account management - you'll be a trusted advisor to senior customer stakeholders, guiding them through change, optimising their use of Kadence, and uncovering opportunities for growth. You'll also play a role in developing the success function at Kadence, mentoring teammates, and feeding strategic insights into our product and business roadmap.

We're looking for a commercially minded, relationship-driven leader who thrives on solving complex challenges, using data to demonstrate value, and scaling customer success processes in a fast-moving SaaS environment.

Your Responsibilities

• Lead Executive Engagements - Act as the senior point of contact for strategic accounts, building credibility and trust with senior stakeholders.
• Strategic Planning - Co-create multi-year adoption and success plans that tie customer goals directly to Kadence's capabilities.
• Cross-Functional Influence - Collaborate with product, engineering, and marketing to ensure customer needs are embedded in our strategy.
• Enterprise Onboarding - Oversee the onboarding of large or complex accounts, ensuring quick time-to-value.
• Adoption & Change Management - Guide customer teams through successful change initiatives that increase engagement and ROI.
• Retention & Expansion - Drive renewal success, address risks early, and partner with sales to unlock new revenue streams.
• Mentor & Enable - Support junior CSMs in building their skills and managing their accounts.
• Customer Advocacy - Develop customers into public champions who speak to Kadence's value at industry events or in case studies.

Key Metrics for Success

• Strong retention rates and upsell/cross-sell revenue in strategic accounts.
• Demonstrated increase in customer engagement metrics across portfolios.
• Documented ROI delivered to customers via business reviews.
• Growth in the number of customer advocates and public references.

Your Skills and Experience

• 5+ years in a SaaS customer success or account management role, with a focus on strategic accounts.
• Proven ability to manage high-value, multi-stakeholder relationships.
• Strong negotiation skills and commercial acumen.
• Excellent presentation skills for executive-level discussions.
• Experience mentoring team members and contributing to process improvements.

What We Offer You

• A front-row seat in a fast-scaling, mission-driven startup.
• Opportunity to set the bar for taste and commercial impact in workplace software.
• Work with passionate, fun teammates across Belfast, London, Salt Lake City, and beyond.
• Hybrid working - collaborate from home or from our sleek Belfast city-centre HQ with rooftop terrace, private coffee lounge, and regular wellbeing events.
• Regular company socials, including an annual off-site where the whole team gets together in person.
• 5 weeks' vacation per annum (plus public holidays) and a flexible work/life balance.
• Competitive salary and meaningful stock options.
• Private healthcare and company pension.
• Cycle2Work scheme.

By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company, access mentorship and resources, and directly shape the customer success vision that supports the future of work.