Customer Success Manager - SaaS

Customer Success Manager - SaaS / Generative AI

Location: London (Hybrid)Salary: Competitive + Bonus + Benefits

About the Role

Are you a people-first, tech-savvy professional who thrives on building lasting client relationships and driving value?We're looking for an experienced Customer Success Manager to join a fast-growing SaaS organisation, where you'll play a pivotal role in managing the full customer lifecycle - from onboarding and adoption to retention and growth.You'll work closely with senior stakeholders, including C-level clients, to ensure customers gain maximum value from our solutions, all while helping shape and deliver best-in-class customer experiences.

What You'll Be Doing

• Set the strategic tone and direction for how we engage and deliver value to clients.
• Manage key customer accounts, ensuring exceptional service and alignment with business goals.
• Support and guide the Customer Success team to ensure quality execution across all touchpoints.
• Increase ARR through effective growth and upsell strategies.
• Drive retention via customer advocacy, usage, and adoption programs.
• Conduct on-site client meetings and training sessions as needed.
• Ensure all projects are delivered on time, within scope, and meet customer satisfaction metrics.
• Build and maintain strong relationships with key stakeholders, including executive sponsors.
• Partner with third-party vendors where appropriate to ensure seamless delivery.

What We're Looking For

• 5+ years' experience in Customer Success or Key Account Management within a SaaS or product-based company.
• Experience in Generative AI and the ability to engage effectively with senior leadership.
• Exceptional written and verbal communication skills.
• Proven ability to influence and build consensus across senior-level stakeholders.
• Strong understanding of customer lifecycle management and success metrics.
• Hands-on experience with tools such as Salesforce, JIRA and/or similar platforms.
• Willingness to travel domestically (with some international trips).
• A self-starter who thrives in a fast-paced, evolving environment.

Why Apply?

• Be part of a fast-growing SaaS company at the forefront of innovation.
• Work in a culture that celebrates diversity, empathy, and continuous learning.
• Enjoy flexibility, transparency, and a genuine commitment to work-life balance.
• Take part in daily wellness sessions - because your mental health matters.

Zero Surplus is one of the UK's premier recruitment agencies, based just outside Cambridge our recruiters source staff for small and international SaaS businesses across London, Suffolk, Essex, Hertfordshire, Northants, Milton Keynes, Cambridgeshire, and the rest of the UK.

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