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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in managing a high-volume B2B SaaS portfolio, focusing on customer retention, upsell strategies, and risk assessment. Proven ability to engage with technical decision-makers and deliver value through structured success planning and QBRs.
Highest-signal resume keywords
B2B SaaS Customer Success ManagementRetention Target AchievementUpsell and Cross-Sell StrategiesQBRs and Success PlanningRisk Assessment and Mitigation
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer RetentionAccount ManagementRisk AssessmentGrowth Opportunity IdentificationSuccess PlanningCommercial Target Achievement
Soft Skills
Strong Personal OrganisationPrioritisation SkillsSelf-Direction
Industry Keywords
Customer SuccessHigh-Volume Portfolio ManagementTechnical Decision-Maker EngagementCross-Functional CollaborationEMEA Market Knowledge
About the role
Key responsibilities & impact- Own a high-volume UK & EMEA portfolio across different segments
- Build and close expansion pipeline through upsell and cross-sell
- Deliver against retention targets and expansion quotas
- Run Success Plans aligned to customer goals and account tiers
- Lead QBRs and value reviews for larger accounts, with lighter-touch cadences for scaled accounts
- Own renewals, review risk, and work with the Director of Customer Success to mitigate it
- Monitor health indicators and act on early warning signs
- Act as the primary point of contact and trusted partner for customers
- Collaborate cross-functionally with Product, Support, Solutions, and Marketing
- Influence customer coverage and processes as the company scales
Requirements
What you’ll need- 2–3 years in a B2B SaaS Customer Success Manager or Account Management role, with some exposure to renewal, retention, or upsell targets
- Demonstrated ability to own a high-volume book of business; assessing risk and growth opportunities efficiently
- Ability to confidently engage with technical decision-makers and translate complex product capabilities into strategic business value
- Comfortable working towards commercial targets, with a genuine interest in driving growth and expansion in your accounts
- Experience running QBRs, success planning, and structured cadences at scale; comfortable owning an entire region solo, with strong personal organisation and prioritisation skills to match
- Comfortable working remotely with strong self-direction; managing your own schedule and priorities without daily in-person oversight
Benefits
Comp & perks- £70k OTE; made up of base, uncapped commission and a quarterly-paid retention bonus
- Employee equity scheme
- 25 days holiday + UK Bank Holidays
- Remote-first working, with access to our Wimbledon HQ
- Personal development budget
- BUPA Private Healthcare
- Pension scheme