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About the Role

As a Senior Customer Success Manager, Enterprise, you will be assigned to work with predominantly our largest and most complex customers to help them reach their goals and realize maximum value from Enable during their entire partnership. Your priority focus will be Delivering Value, helping customers identify and realize positive business outcomes with Enable. You will be accountable for the overall success of your assigned Strategic and Enterprise customers throughout their entire journey with Enable. You will become the trusted advisor who will empower our customers to sign up for additional Enable resources and solutions, seek out opportunities to upgrade existing customers, and work closely with the Revenue team to convert Customer Success Qualified Leads into expansion opportunities and create successful renewal and retention strategies.

Responsibilities

Build meaningful, long-lasting partnerships and be trusted as your customers’ strategic advisor to ensure retention and secure expansions.
Expertly present to customer stakeholders from end users to C-level executives.
Serve as the key escalation point for customer concerns and take ownership of the risk mitigation and resolution plans.
Work closely with team members and other departments to continually improve our offering, speak to data trends and improve customer offerings and/or processes accordingly.
Gather customer feedback and collaborate with internal teams (Product, Sales, and Support) to ensure customer needs are addressed.
Viewed as a thought leader with the ability to influence and counsel customers on programme direction and strategy.
Develop tailored Strategic Account plans to help customers achieve measurable outcomes and ROI from our software.
Work closely with the assigned Manager of Implementations to empower your customers to decommission their legacy processes and become fully confident using Enable as their Rebate source of truth.
Drive customers through the Enable Customer Journey, from the early Onboarding stages to being fully adopted, ensuring they are proficiently using and getting the maximum value from Enable.
Become the product consultant the customers need to maximise their ROI with Enable and be the key escalation point of contact for any customer concerns and/or risks.
Continuously learn and upskill yourself to become a rebate industry expert your customers can rely upon for best practices.
Directly maintain and, where required, drive product adoption and value for post-implementation stage customers.
Drive Customer Loyalty and Satisfaction by proactively seeking out advocacy opportunities and managing the NPS and CSAT metrics for your assigned customers.
Identify expansion opportunities, upsell, and renewal by understanding customer needs and aligning them with our product roadmap.
Identify at-risk accounts early and develop strategies to mitigate churn.
Set a leading example amongst CSMs and offer support, ideas and mentorship to peers.
Align internal stakeholders and team members to drive customers to realise quantifiable business value from Enable.
Proactively contribute to the Customer Success department, achieving their Quarterly Business Goals and OKRs.
Identify and own new projects and initiatives to best support our team and our customers.
Maintain accurate customer records for assigned accounts in the Customer Success Platform, Planhat.
Support the screening, interviewing and onboarding of new starters when requested.

Requirements

Proven Customer Success management background with a minimum of 6 years of experience in the SaaS industry.
Highly organized individual that can coordinate several senior stakeholders both internally and externally.
Track record of high achievement in Customer Success roles, including positive expansion and retention metrics.
Natural rapport builder and effective communicator at the C-Level, with a passion for driving positive changes and providing first-class service delivery to customers.
Exceptional prioritization skills to balance internal projects and act as an escalation point for team and customer concerns.
Ability to work well with internal teams, balancing team and customer success with company needs and opportunities.
Adaptability to thrive in a fast-changing hyper-growth environment.
Proven experience managing customers across Strategic and Enterprise segments.
Proven track record of demonstrated success in achieving departmental and individual goals.

Skills

Customer Success management
SaaS industry
Stakeholder management
Communication
Prioritization
Collaboration
Adaptability
Rebate industry expertise
Product adoption
Account growth
Process improvement

Location

Remote

Work Type

Full-time

Experience Level

Senior
6 years of experience in Customer Success management within the SaaS industry

Education Level

Advanced training or certifications in Customer Success or related fields

Salary/Compensations

Starting pay is determined by factors like location, skills, experience, market conditions, and internal parity.

Benefits

Ample Paid Time Off + 8 bank holidays
Private Health Insurance: Health and life coverage for you and your family
Electric Vehicle Scheme
Lucrative Bonus Plan
Equity Program
Career Growth: Internal mobility program
Training: Access a range of workshops and courses

About the Company

Enable’s intelligent platform is built for the speed of today’s market, eliminating disconnects between pricing strategy and rebate execution.
We help companies to increase profitability and simplify the complex with accurate, AI-powered insights, real-time performance monitoring, agreement optimization, and simplified rebate management.
After securing $291M in Series A-D funding and acquiring Flintfox in 2025, Enable is positioned for continued, significant growth.
Since the launch of our flagship product in 2016, we have been rapidly scaling our client base, product offerings, and built a team of top-tier professionals committed to reshaping the industry.
Visit our Life at Enable page to learn how you can be part of our journey.

Equal Opportunity

According to LinkedIn's Gender Insights Report, women apply for 20% fewer jobs than men, despite similar job search behaviors. At Enable, we’re committed to closing this gap by encouraging women and underrepresented groups to apply, even if they don’t meet all qualifications.
Enable is an equal opportunity employer, fostering an inclusive, accessible workplace that values diversity.
We provide fair, discrimination-free employment, ensuring a harassment-free environment with equitable treatment.
We welcome applications from all backgrounds.
If you need reasonable adjustments during recruitment or in the role, please let us know.