Customer Success Manager
Gattaca · London, England ·
A leading technology business is hiring a Customer Success Manager to join their London team. This is a brilliant opportunity for someone who enjoys owning senior client relationships, improving adoption, and solving problems at pace in a scaling environment.
You'll play a key part in onboarding new customers, driving retention and expansion, and acting as the voice of the customer internally, working closely with Product and Engineering. Role: Customer Success Manager (Lead-level remit) Location: Central London Type: Permanent, full-time (on-site/ hyrbid) Salary: £70k DOE
Key responsibilities will include
Owning end-to-end onboarding from handover to go-live, including timelines, training, and success criteria Coordinating technical setup activities such as data imports, comms channel provisioning (email/SMS/WhatsApp), and user access Validating data quality and configuration pre go-live Building and improving scalable CS processes and automation (health monitoring, escalation triage, reporting, onboarding trackers) Running regular client check-ins and performance reviews Monitoring customer health metrics and producing weekly reporting Converting pilot customers into paying accounts and supporting expansion opportunities Translating customer feedback into clear product tickets and supporting rollout of new modules/features Diagnosing issues (configuration, data quality, user error, product bugs) and escalating with clear context when needed Key skills and experience needed: 3+ years in a client-facing B2B SaaS role (Customer Success, Technical Account Management, Solutions Engineering, or similar) Evidence of building and deploying automation/workflows (AI tooling exposure strongly preferred) Strong stakeholder management with high-value/enterprise customers and a track record improving adoption/retention Comfort with technical concepts such as APIs, integrations, data imports/exports, and webhooks Strong diagnostic mindset and ability to communicate technical topics clearly to non-technical users Experience working in a fast-moving startup/scale-up environment
Nice to have
Twilio, WhatsApp Business API, email infrastructure; basic SQL/data querying; PropTech/property domain exposure