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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Customer Success management, focusing on retention, revenue growth, and operational excellence. Proven ability to lead distributed teams, implement AI and automation for improved productivity, and engage with enterprise customers on complex negotiations.
Highest-signal resume keywords
Customer Success ManagementB2B SaaS ExperienceRevenue Retention OwnershipAI and Automation ImplementationLeadership of Distributed Teams
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 Retention StrategiesAccount ManagementPerformance Standards SettingForecasting and RenewalsComplex Commercial NegotiationPost-Sale Operating Model DesignRisk IdentificationTechnical Account ManagementPortfolio AllocationCustomer Experience Improvement
Soft Skills
Exceptional CommunicationCoaching and MentoringHands-On LeadershipProblem SolvingTeam Building
Tools & Technologies
AI ToolsAutomation SoftwareCustomer Data PlatformsERP SoftwarePMS Software
Industry Keywords
B2B SaaSFlex Product LineCustomer Success OperationsGeographically Distributed TeamsOrganizational Change Management
Tech Stack
Tools & technologiesERP
About the role
Key responsibilities & impact- Own Customer Success for the Flex product line, including retention, the Customer Success team and post-purchase customer experience
- Directly manage Customer Success Manager and Strategic Account Director teams during the organizational transition
- Lead leadership, performance, operating model and cross-functional customer outcomes as the organization evolves
- Own gross and net revenue retention, logo churn, forecasting, renewals and expansion against plan
- Set performance standards, coach, hire and establish the operating cadence for distributed teams
- Manage portfolio allocation, coverage-model execution, playbooks, account planning and renewal reviews
- Advise on complex strategic renewals and at-risk mitigation, and approve commercial terms within an agreed threshold
- Hold the Technical Account Management function to its objectives through the coverage model and health scorecard
- Own technical health across the strategic customer book
- Resolve escalations to Director level, including customer-facing plans
- Ensure high-quality customer signals flow into the CX intake process and improve the Customer Success motion
- Improve Customer Success operations using AI, automation and customer data across account preparation, risk identification, communications, forecasting, playbooks and workflows
- Deliver NRR and GDR against plan with reliable forecasting
- Surface retention risk early enough to act
- Build a resilient team and leadership bench through transition
- Ensure Technical Account Management contributes measurably to retention in top accounts
- Travel internationally 3–5 times per year
Requirements
What you’ll need- 5+ years managing people in Customer Success, Account Management or a comparable post-sale function in B2B SaaS, including experience managing managers or senior individual contributors
- Experience in a B2B SaaS business between $10M and $30M ARR
- Ownership of an NRR or GRR target at team or function level, with a track record of improving it
- Experience leading geographically distributed teams across time zones
- Evidence of using AI and automation to materially improve the productivity, quality or scalability of a Customer Success or post-sale organisation
- Active AI user
- Enterprise customer experience, including custom contracts, executive engagement and complex commercial negotiation
- Evidence of designing or materially improving a post-sale operating model
- Comfort being hands-on while setting direction
- Exceptional communication with senior stakeholders internally and at customer executive level
- Availability to travel internationally 3–5 times per year
- Nice to have: onboarding or implementation leadership experience
- Nice to have: flex/coworking, proptech or another location-based SaaS business model experience
- Nice to have: experience using or supporting ERP or PMS software
- Nice to have: experience leading a team through organisational change or a leadership transition
- Relocation assistance is not provided for this role
Benefits
Comp & perks- 25 days paid time off, excluding bank holidays
- 1 additional day off for your birthday
- 3 days off for volunteering
- Health, dental and vision insurance
- Paid sick leave
- Enhanced parental leave