Customer Success Manager

Employment Type: Full Time

Locations to Work: Hybrid Anywhere

What the job involves

1. Manage a diverse book of business c.£2M ARR, including strategic accounts.
2. Own all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion (post-12-month mark).
3. Build deep knowledge of each customer's use case, helping them drive value through new product feature adoption and expansion into new markets.
4. Full ownership of renewals, cross-sell, and upsells.
5. Collaborate closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned delivery and feedback loops.
6. Work hand-in-hand with Sales Engineers to deliver technical support and ensure our customers have an optimized solution.
7. Regularly communicate performance, risks, and opportunities across your accounts to internal stakeholders.

Additional Description

Proven experience in Customer Success or Account Management in a fast-paced environment, ideally in SaaS, AI/ML, or API-based technology.

A commercially driven mindset with experience owning renewals, negotiating contracts, and identifying growth opportunities.

Strong communicator, both written and verbal. Additional language skills, particularly Spanish, would be a strong advantage but are not required.

Someone who thrives in a start-up or scale-up culture; proactive, adaptable, and ready to get involved.

Able to navigate technical conversations confidently and work cross-functionally with internal teams.

Organized and analytical, with the ability to present data and insights clearly to drive decision-making.

A genuine interest in speech technology, AI, and delivering long-term customer value.

We support all career stages with training and development to help you reach your aspirations. Our benefits include flexible working, company lunches, birthday celebrations, Private Medical and Dental for you and your family, global working opportunities, generous holiday allowance, pension/401K matching, and a home office allowance. Our parental leave policy is designed to support employees globally, including adoption assistance and reproductive health services.