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About the Role
We are seeking an experienced Customer Success Manager/Account Manager to partner with our growing customer base. This role requires credibility, insight, and technical depth to ensure customers achieve measurable success with Hook, while also shaping our customer success strategy. You will own the customer lifecycle end-to-end, from strategy to renewals, acting as a strategic, data-driven partner.
Responsibilities
- Own revenue across accounts, driving measurable customer value tied to retention and growth.
- Lead renewals, expansion opportunities, and commercial negotiations.
- Identify and close expansion opportunities through strategic account planning and stakeholder engagement.
- Project manage success plans and run strategic reviews.
- Act as a product and technical expert, coaching customers on best practices for adoption and integration.
- Partner with customer success leaders and executives to help them achieve value from Hook.
- Map and influence stakeholders across revenue, operations, product, and data teams.
- Collaborate internally with Product, Engineering, and Sales to ensure deliverables and feedback are actioned.
- Contribute to the future of Customer Growth by iterating on processes and approaches.
Requirements
- Prior experience in a Customer Success or Account Management role within a SaaS environment.
- Strong technical aptitude, including learning complex software, understanding integrations, and explaining technical concepts.
- Proven track record of achieving commercial targets, including renewals and expansion.
- Exceptional communication skills, with confidence presenting to large audiences and senior stakeholders.
- Experience building outcome-driven customer success plans.
- Experience managing multiple workstreams simultaneously.
- Organized and proactive, able to prioritize effectively in a fast-moving environment.
Skills
- Customer Success
- Account Management
- SaaS
- Technical Aptitude
- Commercial Acumen
- Communication
- Presentation Skills
- Strategic Account Planning
- Stakeholder Engagement
- Project Management
- Product Expertise
- Technical Expertise
- Data Analysis
- Problem Solving
Location
- Liverpool Street, London
Work Type
- Hybrid
- Full-time
Experience Level
- Experienced
Salary/Compensations
- £70,000 - £80,000 base salary
- £30,000 OTE
Benefits
- 27 days holiday (option to buy and sell holiday) + bank holidays
- Generous stock options
- Private health insurance
- Flexible monthly wellness allowance
- Annual learning & development budget
- Flexible working
- Top-tier equipment
About the Company
- Hook is a Series A company using AI and Machine Learning to help businesses predict revenue, drive customer loyalty, and capture value from existing customers.
- Ranked 33 out of 100 on Sifted's fastest-growing startups.
- Raised multi-million in funding from top European and US investors.
- Has an enviable list of customers, including some of the world's fastest-growing companies.
- Passionate about creating a diverse, inclusive, productive, and enjoyable company culture.