About the job
Customer Success Manager – SaaS AI
We’re growing the Customer Success function for an AI Martech player, looking for a CSM to own and grow relationships with a portfolio of customers, ensuring they see real value, strong adoption, and long-term success with the SaaS platform.
A hands-on role suited to someone who enjoys working closely with customers, understands SaaS & API environments, and can balance commercial outcomes with genuine customer advocacy.
What you will be doing
- Own a portfolio of customers from onboarding through renewal.
- Drive product adoption, engagement, and measurable outcomes.
- Act as a trusted advisor to senior stakeholders.
- Run regular check-ins, QBRs, and success planning sessions.
- Manage renewals and reduce churn risk.
- Advocate for customers internally, working closely with Product, Support, and Sales.
- Track health scores, usage data, and success metrics.
What we are looking for
- Experience in a Customer Success role within SaaS, ideally in Martech
- Strong stakeholder management skills, including C-level conversations.
- Commercial mindset with experience driving retention and expansion.
- Comfortable working with data, usage metrics & understanding of API.
- Excellent communication and presentation skills.
- Proactive, organised, and customer-obsessed.
Nice to have
- Experience managing mid-market or enterprise customers.
- Background in onboarding or implementations.
- Exposure to renewal forecasting and churn management.
Why join
- Work with a high-quality product that customers genuinely value.
- Autonomy and ownership over your customer portfolio.
- Clear progression opportunities as the team grows.
- Collaborative, high-performing team environment.
