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About the Role
We are seeking a Senior Client Success Manager to manage a portfolio of mid-market and enterprise clients, acting as a trusted advisor to drive value, retention, and growth. This role is crucial for building the processes and relationships that will define our client service as Vita Mojo scales. You will ensure clients maximize the platform's value, contribute to net revenue growth, and mature our Customer Success function.
Responsibilities
- Manage a portfolio of Mid-market and growing enterprise clients, understanding their operations and business goals.
- Proactively share product updates and new releases, highlighting their value.
- Lead Executive Business Reviews (EBRs) demonstrating ROI and aligning the Vita Mojo roadmap with client priorities.
- Own renewals, identifying risks and building cases for continued investment.
- Identify and pursue upsell and cross-sell opportunities that add client value.
- Build trusted, multi-threaded relationships across client accounts, including senior leadership.
- Engage confidently with C-suite contacts for renewals and strategic reviews.
- Act as the first line of escalation, communicating with clarity and empathy.
- Expand sector knowledge through trade shows, webinars, and client visits.
- Monitor client success metrics and identify patterns and risks.
- Feed client insights into Product, Engineering, and Sales teams with evidence and context.
- Contribute to the improvement of CS processes, playbooks, and tooling.
- Support junior CSMs and share knowledge across the team.
- Retain and grow SaaS revenue through consultative, value-led engagement.
Requirements
- 4+ years in B2B SaaS customer success, with at least 2 years in a Senior CSM role.
- Proven track record managing £1m+ ARR across a mixed portfolio of Mid and enterprise clients.
- Experience with complex, business-critical software where clients rely on data for real-time decisions.
- Comfortable working in a scaling CS function where processes are evolving.
- Skilled at building genuine client relationships with operations teams and senior stakeholders.
- Commercially sharp with a consultative approach, understanding net revenue retention and churn reduction.
- Confident using Salesforce, Gainsight, and data dashboards for client management and presentation.
- A team player who is curious, proactive, and communicates important issues internally.
Skills
- Client Relationship Management
- Consultative Selling
- SaaS
- Salesforce
- Gainsight
- Data Analysis
- Communication
- Problem-Solving
Location
- Central London
Work Type
- Full time
- Hybrid
Experience Level
- Senior
Benefits
- Private Healthcare
- Life Assurance
- Income Protection
- Learning & Development support
- 25 days annual leave plus public holidays (increasing with service)
- Carer’s Leave
- Enhanced Parental Leave
- 12 days paid sick leave annually
- Birthday Leave
- Social Events
- Dog-Friendly Office
About the Company
- Vita Mojo is on a mission to revolutionize the hospitality experience through smart digital products, powering the digital transformation of pubs, bars, and restaurants.
- We have built an award-winning digital platform and foster a positive, energetic, and forward-thinking work environment.
- We offer a supportive team culture with a passion for technology and food, matched by our support for our people.