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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 driving renewals, upselling, and cross-selling within B2B SaaS environments. Capable of building strong customer relationships, executing strategic account plans, and effectively communicating value to stakeholders.
Highest-signal resume keywords
Customer Success ManagementB2B SaaS ExperienceAccount Strategy DevelopmentRenewals and UpsellingStrong Communication Skills
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 Relationship ManagementData AnalysisAccount GovernanceCommercial NegotiationROI CommunicationProject ManagementTechnical Issue TriageMarket Trend AnalysisBusiness Case DevelopmentCustomer Success Planning
Soft Skills
Proactive MindsetCollaborative ApproachOrganizational SkillsCuriosityPresentation Skills
Industry Keywords
Customer SuccessAccount ManagementSales DevelopmentC-Suite EngagementStakeholder AlignmentCross-Functional CollaborationCustomer Health MonitoringExpansion OpportunitiesExecutive Business ReviewsQuarterly Business Reviews
About the role
Key responsibilities & impact- Own a portfolio of Mid-Market and Small Enterprise customers as trusted advisor and commercial lead
- Drive renewals and growth across assigned accounts
- Build and execute Customer Success Plans with outcomes, milestones, stakeholders, and value hypotheses
- Quantify, track, and communicate ROI and business impact
- Prepare and present success metrics and commercial narratives to executive sponsors and C-suite stakeholders
- Develop understanding of customer priorities, operating models, systems landscapes, and roadmaps
- Shape account strategy and identify expansion opportunities
- Run proactive account governance, including EBRs and QBRs
- Monitor customer health and engagement, identify risks, and lead retention plans
- Mobilise internal teams to protect and grow revenue
- Identify, qualify, and progress upsell and cross-sell opportunities
- Build business cases and partner with account executives and founders to close opportunities
- Lead renewals end-to-end, including timelines, commercial negotiation support, stakeholder alignment, and forecasting
- Triage technical and non-technical issues and coordinate internal resources
- Capture product feedback and influence product prioritisation
- Monitor market trends and competitive landscape
- Contribute to strategic initiatives improving commercial approach and customer outcomes
Requirements
What you’ll need- Experience in a customer-facing B2B SaaS role, such as Customer Success, Account Management, Sales Development, Account Executive, or a similar consultative position
- Experience building strong customer relationships and delivering positive outcomes
- Comfortable managing conversations with day-to-day users and senior decision-makers
- Exposure to renewals, expansion opportunities, upselling, cross-selling, or supporting the sales process
- Ability to understand customer goals and translate them into practical action plans
- Strong communication and presentation skills
- Ability to explain ideas clearly and demonstrate solution impact using relevant data
- Curious and proactive approach to identifying customer challenges
- Experience working cross-functionally with Sales, Product, Customer Support, Implementation, or Professional Services
- Analytical and organised, with ability to use customer data, product usage, or account insights
- Ability to manage multiple customers, projects, or workstreams simultaneously
- Technically curious and eager to learn new products, technologies, and customer environments
- Collaborative mindset and willingness to take ownership
- Motivation to develop commercial, strategic account management, and customer success skills
Benefits
Comp & perks- 30% commission
- 27 days of annual leave, including 3 days Christmas closing
- Annual leave increases up to 3 days based on tenure
- Option to roll over, buy or sell up to 3 days of leave
- Hybrid working with two days a week from the dog-friendly Hoxton office
- On-site gym
- Cycle to work scheme
- Employee discount at over 100 retailers
- Comprehensive private medical and dental cover with Vitality
- Enhanced parental leave pay
- £1,000 personal annual learning and development budget
- Team socials and activities
- Annual team retreat
- Carbon-neutral company and ambitious carbon reduction goals