Impress employers and recruiters.
Choose from hundreds of resume examples.
Impress employers and recruiters.
Choose from hundreds of resume examples.
About the Role
You'll be joining a fast-growing, AI-powered technology business that is transforming how investment, advisory, corporate development and strategy professionals identify opportunities, conduct market analysis and make commercial decisions. The platform combines advanced artificial intelligence with extensive company and market intelligence data as a single source of truth for deal-making teams. As the first dedicated Customer Success Manager, you will play a key role in establishing a world-class customer experience, ensuring customers realize measurable value from the platform whilst supporting retention, expansion and long-term growth. This is a unique opportunity to join an ambitious, high-growth business at a pivotal stage of its journey, where your contribution will directly influence customer outcomes, product development and commercial growth.
Responsibilities
- Lead onboarding for new customers and ensure rapid time-to-value
- Develop success plans aligned to customer objectives and business outcomes
- Deliver customer training, enablement and adoption programmes
- Monitor customer health and proactively identify risks
- Drive platform engagement and long-term product adoption
- Own customer renewals and retention activities
- Identify opportunities for account expansion, additional users and new use cases
- Build relationships with senior stakeholders and decision-makers
- Support commercial discussions around renewals and growth opportunities
- Maintain accurate forecasts for renewals and expansion opportunities
- Act as the primary point of contact for a portfolio of customers
- Conduct regular business reviews focused on outcomes, ROI and value realisation
- Build executive-level relationships across customer organisations
- Develop a deep understanding of customer objectives, workflows and challenges
- Gather customer feedback and translate insights into actionable recommendations
- Work closely with founders and product teams to influence product development
- Support customer advocacy initiatives including references, testimonials and case studies
- Design and implement Customer Success processes and best practices
- Create onboarding, adoption, renewal and expansion playbooks
- Define and track key customer success metrics
- Help shape the future Customer Success strategy of the business
Requirements
- 3+ years' experience in Customer Success, Account Management, Customer Growth or a related commercial role
- Proven experience managing and retaining B2B SaaS customers
- Demonstrable success owning renewals and driving account growth
- Strong stakeholder management and relationship-building skills
- Experience delivering onboarding, adoption and customer success programmes
- Strong commercial acumen and ability to identify growth opportunities
- Excellent communication and presentation skills
- Ability to operate independently within a fast-moving, high-growth environment
- Comfortable working directly with founders and senior leadership teams
- Experience supporting private equity, venture capital, corporate development, M&A advisory or investment banking customers
- Strong understanding of the workflows and challenges faced by deal-making professionals, including market mapping, target identification, buyer research, valuation analysis and commercial due diligence
- Experience working with data, intelligence, analytics, research or AI-enabled platforms
- Experience operating as an early Customer Success hire within a startup or scale-up environment
- Familiarity with CRM and Customer Success platforms
Skills
- Customer Success
- Account Management
- Customer Growth
- B2B SaaS
- Stakeholder Management
- Relationship Building
- Onboarding
- Adoption
- Commercial Acumen
- Communication
- Presentation
- CRM
- Customer Success Platforms
Location
- London
Work Type
- Hybrid
Experience Level
- 3+ years
Salary/Compensations
- OTE £50,000 - £60,000 (£35,000 basic + commission)
About the Company
- Deloitte's Operate to Scale team helps ambitious, high-growth companies accelerate commercial performance by providing embedded sales, operational and growth expertise. Our professionals work directly within client environments, becoming part of their day-to-day teams whilst benefitting from Deloitte's wider network, support and development opportunities. This role offers the unique opportunity to combine the pace and impact of a high-growth technology business with the backing and broader exposure of Deloitte.