Job Description Customer Success is vital to our long-term profitability. We will not be successful unless our customers are receiving massive value from our service and continue to purchase on a recurring basis. As such, we need a manager to own driving success for our customers. This role includes responsibilities for Customer Success activities (support, services, adoption, advocacy, retention, on-boarding overflow capacity etc.) and outcomes (e.g. expansion, up-sell, etc.). Thousands of people use Uptick every day - for their entire day - so making our software delightful and intuitive and backing it up with amazing customer support is our top priority. You’ll be working with an amazing team of people that care about their job and enjoy coming to work in a fast paced scale-up environment. Job Requirements To succeed in this role a candidate must exhibit: * Project management: making sure that internal and external milestones are tracked and achieved. * Analytical thinking: curious about data and enjoy making informed decisions based on the available data and analysis. * Customer-focused: you should have a customer-focused mentality and be able to build strong relationships with clients. You should be able to empathise with customers' needs and concerns. * Product expert: You should be obsessed with the product , continually improving your product knowledge and making sure customer success is the informed product experts in the team * Commercial mindset: You should have a strong understanding of business metrics and how they relate to customer success. They should be able to identify business opportunities, assess risks, and make decisions that drive customer value and growth. Job responsibilities To qualify for this role you’ll need to have: * Proven experience: You should have a minimum of 3 years of experience as a Customer Success Manager or similar role in a SaaS company as well as a track record of successfully managing a portfolio of clients and helping them achieve success. * Excellent communication skills: you must have the ability to manage and influence customers through persuasion, negotiation and consensus building. * Technical proficiency: you should have a solid understanding of SaaS software products, as well as the ability to troubleshoot technical issues that may arise. You should be able to work with customers to identify their specific needs and help them navigate complex software systems. * Team player: you should be able to work collaboratively with cross-functional teams, including Sales, Support, Success and you should be able to share information, provide feedback, and work towards common strategic goals. * Problem-solving: You should be a creative problem solver, able to identify and address issues that may arise during the customer journey. You should be able to think on your feet, develop solutions quickly, and communicate them effectively to customers.
As an Enterprise Customer Success Manager, you will be a trusted advisor to key named/strategic customers, helping them succeed with our platform and ensuring they receive maximum value from our solution throughout their lifecycle. You’ll be responsible for understanding customer requirements, implementing and onboarding new customers, conducting product training, driving adoption and retention, and ensuring ongoing satisfaction. You will work with our customer C-Suite and executive teams, as well as our program counterparts to drive a successful program. This role works with stakeholders across the company in Sales, Support, Marketing, Product, Engineering, and Finance. What You'll Do * Manage all post-sales activity for Enterprise customers through strong relationship-building, product knowledge, planning, and execution * Manage complex integration cycles, relationship, with each Enterprise customers; developing key relationships and executing within customer subteams (Finance, HR, etc.) * Develop a trusted advisor relationship with customers (C-suite) to ensure goals are aligned from a business strategy perspective and success metrics are identified * Work closely with your Account Executive counterpart to develop a joint success plan for your customers * Constantly assess “health checks” for your customers to drive satisfaction, adoption, retention, and reduce churn * Serve as the ‘voice of the customer’ and provide internal feedback on how we can better serve them to maximize customer value and retention * Maintain a deep understanding of our product and speak with customers about the most relevant features/functionality for their specific requirements * Increase customer retention and ensure alignment by conducting regular check-in calls and Quarterly \& Strategic Business Reviews * Work closely with Product and Engineering on identification/tracking of enhancement requests * Handle escalations and work across teams to resolve issues * Improve upon our existing approaches to customer engagement and account management leveraging our CS platform What We're Looking For: * 5+ years of experience in Enterprise Customer Success Management * Experience in the Travel or Expense management industries is a must. * Excellent project management and organizational skills in a high pressure environment, working with high value customers * Be able to prioritize tasks and initiatives in a fast-paced environment, as well as problem-solve * Attention to detail is a must * High energy, go-getter with fresh ideas who takes the initiative to get things done * Fluent in English. * Bachelor’s degree preferred or similar working experience. Navan uses AI-assisted Automated Employment Decision Tool (Metaview) to assist with evaluating resumes against job qualifications for this role. All final decisions are made by human recruiters and hiring managers. Human oversight: Metaview does not automatically reject candidates or make final hiring decisions. Our recruiters and hiring managers review all outputs and make the final hiring decision regarding every application. * Your rights: If you prefer to have your application reviewed without AI assistance, you may request a human evaluation by entering your email here. Your decision to do so will not affect how your candidacy is evaluated. Please refer to our Candidate Privacy Notice for more information about our processing of personal data, and your rights.
SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider. SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work. HOW WILL YOU MAKE A DIFFERENCE? To own retention and growth for a portfolio of Strategic Accounts, our customers worth £14K to £50K a year. The Customer Success Manager makes sure these customers get clear value from SmartSearch, renew with confidence and grow where it makes sense for them. The role keeps high-touch activity proportionate to each customer's value, complexity, risk and opportunity. It uses health, usage and renewal signals to decide where to engage, so every conversation has a clear outcome, risk or growth purpose. Customer Success is central to SmartSearch's ambition to reach £100M revenue by FY30. This role is pivotal to that goal. Varied Day To Day Responsibilities Portfolio and account planning * Own a portfolio of Strategic Accounts and their retention and growth targets. * Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps. * Manage the portfolio using health, usage, renewal and expansion signals in HubSpot. * Keep HubSpot accurate, including contacts, account records, activity and forecasts. Stakeholders and relationships * Build strong relationships with key stakeholders, including decision makers and executive sponsors. * Maintain contact maps so each account has more than one relationship and access to decision makers. * Meet customers in person where it adds value, with clear success criteria agreed beforehand. Adoption and value * Run adoption and value reviews that show the impact SmartSearch is having on each customer's business. * Agree success criteria with customers and track progress against them. * Capture value evidence, case studies and testimonials. Renewal and risk * Build renewal readiness well ahead of renewal dates. * Spot risk early and act quickly to protect the relationship and revenue. * Lead renewal conversations and negotiations and manage contractual obligations. Expansion * Identify and own value-led expansion opportunities, using sector propositions and expansion routes. * Introduce new products and developments where they solve a customer need, including Credas identity verification. * Forecast accurately each week and month and bring opportunities forward where possible. WHAT ARE WE LOOKING FOR IN A CANDIDATE? Essential * Experience in account management or customer success, managing a portfolio of mid-market or high-value B2B customers. * Track record of meeting retention and expansion targets. * Strong commercial skills, including renewal negotiation and value-led selling. * Confident building relationships with senior stakeholders and decision makers. * Experience building and running account plans. * Disciplined CRM use and forecasting, ideally in HubSpot. Desirable * Experience in regulated sectors such as financial services, legal, property or accountancy. * Working knowledge of MEDDIC or a similar sales methodology. * Understanding of AML, KYC or identity verification. WHAT IS LIFE LIKE AT SMARTSEARCH? * We are a multi-award winning Tech company with an aspirational mentality * Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024 * Great Place To Work Certified 2022 * There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support * We are a diverse and inclusive team committed to promoting Diversity \& Inclusion and Social Responsibility. Through our DE\&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community Company Benefits Our comprehensive benefit package includes: * 25 days holiday rising to 30 with each year of service * Private Medical Insurance covering dental and optical * Company pension scheme * Life Assurance – 4x your annual salary * 1 day paid volunteering per year * Enhanced maternity / paternity offerings * Employee Assistance Programme * Cycle to work scheme * On site gym
The role / impact As a Customer Success People Lead, you will play a pivotal role in empowering our customers to achieve their business goals while driving advocacy and product adoption for Xero. Sitting within our Customer Experience function, you will use your collaborative leadership style to guide, mentor, and provide strategic direction to a dedicated team of specialists. Your focus will be on increasing our contribution to overall revenue by guiding day-to-day outputs across key initiatives, elevating team capabilities through continuous coaching, and ensuring the team is equipped to deliver on a variety of strategic campaigns. By fostering a supportive and high-performing environment, you will directly influence customer retention and long-term satisfaction. The Team \& How They Connect You will join a collaborative and cross-functional community within the broader Customer Experience team. We work closely with global go-to-market, product, marketing, and technology partners to deliver seamless customer journeys. Together, we focus on supporting small businesses and advisors to thrive by executing impactful onboarding and growth programmes. Initially, The Role Will Focus On * Guiding and coaching a team of specialists to drive customer retention and growth across advisor and small business channels. * Implementing modern onboarding and engagement methodologies to elevate product utilisation and customer sentiment. * Delivering on diverse always-on and strategic campaigns aligned with our global go-to-market plan. * Utilizing CRM and customer success platforms such as Salesforce, Gainsight, or HubSpot alongside G-Suite tools to analyze customer health data and refine workflows. Where And How You Can Work At Xero, we offer a flexible, hybrid working environment designed to support balance and collaboration. You can work from a mix of home and our modern UK office spaces, coming together with the team on designated boost days to connect, collaborate, and share ideas. This role would require you to be in office 3 days per week. Xero is a Great Place to Work UK accredited. Here are some of the things we are looking for * Demonstrated experience mentoring, coaching, or leading teams within customer success, sales, or customer experience environments. * A background in SaaS or digital platforms, paired with a solid understanding of customer success principles or sales motions. * You bring an analytical approach to using customer data and metrics to guide decision-making and drive positive outcomes. * Exceptional communication and stakeholder management skills, with the ability to build trust and influence across all business levels. * Familiarity with CRM or Customer Success tools such as Salesforce, Gainsight, or HubSpot. * An adaptive leadership style and growth mindset that helps you embrace change and support your team through evolving priorities. Apply even if your experience isn't a perfect match! At Xero, we hire based on your skills, passion, and the unique perspective you can bring to enhance our culture and team. Join a Great Place to Work-Certified™ company where your voice matters.
Why Choose Bottomline? Are you ready to transform the way businesses pay and get paid? Bottomline is a global leader in business payments and cash management, with over 35 years of experience and moving more than $16 trillion in payments annually. We're looking for passionate individuals to join our team and help drive impactful results for our customers. If you're dedicated to delighting customers and promoting growth and innovation - we want you on our team! Role As a Customer Success Manager within Risk Solutions, you are responsible for optimizing and enriching the customer experience through proactive engagement strategies for your assigned portfolio of Customers. Our goal is to protect and grow the revenue in our existing customer portfolio. As a CSM, you will serve as the main point of contact for customers, helping them achieve their goals, resolve challenges, and drive engagement. You will lead our customers to their desired outcomes and demonstrate the significance of the strategic partnership with Bottomline. Through a consultative approach, you will proactively engage and enable the customer throughout the journey to ensure success and delight. You will work cross functionality to ensure teams are executing to enable customer success. Working closely with Sales, you will identify opportunities to expand business by positioning and recommending additional products, solutions and services that will maximize business value for the Customer as well as reviewing contracts and looking for opportunities to expand the current value. You will measure and monitor the adoption and health of our customers throughout the customer journey and you will be the primary engagement point with the customer for monthly reviews, as well as resolving challenges and issues. You are at the forefront of activities that will continuously drive increased customer delight and are ultimately responsible for the retention and significant growth for your assigned Customers. Key Responsibilities Customer Management \& Retention * Develop long-term relationships with customers, understanding their business needs. * Protect the revenue and maximise renewal opportunities. o Act as a strategic advisor, identifying opportunities for upselling and cross-selling. * Monitor customer health scores and proactively address potential issues. Communication – Voice of the Customer * Be the internal voice to raise awareness if there is risk and drive the teams to mitigate it. * Outstanding verbal and written communication skills, with the ability to present to a diverse audience, both internally and externally Support \& Problem Solving * Serve as the main point of contact for customer inquiries and concerns. * Work cross-functionally with sales, support, and product teams to resolve customer issues. Performance Tracking \& Reporting * Monitor customer engagement metrics, churn rates, and overall satisfaction * Prepare reports and insights on customer success initiatives. Essential Experience * 3+ years in SaaS Customer Success or Account Management. * Commercial mindset with an eye for upsell/cross-sell opportunities. * Strong data analysis skills with experience identifying trends to drive retention and growth. * Experience executing one-to-many customer campaigns (e.g. email, webinars, scalable playbooks). * Process-oriented with a focus on customer KPIs and goal achievement. * Proven ability to hit the ground running and drive impact quickly. * Confident communicator with strong stakeholder management skills. Desirable Experience * Background in fraud prevention, financial crime, risk management. * Understanding of the payments industry and key players. * Experience working with fraud/risk teams at customer organizations. We welcome talent at all career stages and are dedicated to understanding and supporting additional needs. We're proud to be an equal opportunity employer, committed to creating an inclusive and open environment for everyone.
About Us We’re Xelix, an AI-powered Control Centre for Accounts Payable teams. We work with some of the largest global companies to automate and enhance their financial control processes. At the heart of our product, we leverage machine learning techniques developed by our AI Engineering team to provide a more sophisticated offering than existing solutions. Things are going really well for us - we raised our Series A funding round from top investors, we’ve grown our team to almost 100, and we’ve won industry awards for our products. About The Role We’re looking for an experienced, hands-on Senior Customer Success/Account Manager to join our fast-growing scale up. This is a proactive, commercially minded role: you’ll own the relationship and renewal, identify and create expansion opportunities, and ensure customers realise (and can clearly evidence) the value Xelix delivers. You’ll partner closely with Sales, Product and Services to drive adoption, outcomes and long-term account growth. What You'll Be Doing * Own a portfolio of our highest-tier customers, acting as a trusted advisor and commercial lead across renewal and growth. * Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses. * Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting success metrics and commercial narratives to executive sponsors and C-suite stakeholders. * Develop a deep understanding of each customer’s priorities, operating model, systems landscape, and roadmap—using this to shape account strategy and unlock expansion. * Run proactive account governance (e.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track. * Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue. * Identify, qualify and progress upsell/cross-sell opportunities, building business cases, aligning stakeholders, and partnering with AEs/founders where needed to close. * Lead renewals end-to-end: timeline management, commercial negotiation support, stakeholder alignment, and forecasting accuracy. * Triage technical and non-technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident. * Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence, and manage expectations on deliverables and timelines. * Stay close to market trends and competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes. What You’ll Bring * At least 3 years experience in Account Management / Customer Success in B2B SaaS (or a consultative commercial role), owning senior stakeholder relationships and outcomes across a portfolio. * You have ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels. * Demonstrable commercial track record: leading renewals, retaining revenue, and creating growth through upsell/cross-sell (with clear examples of how you sourced, shaped and progressed opportunities). * Strong value-based selling and storytelling skills: you can quantify impact, build a business case, and present success metrics/ROI confidently to executive sponsors and C-suite. * Experience running structured account governance (e.g., CSPs, QBRs/EBRs, exec sponsor plans), translating customer goals into measurable plans and driving them to completion. * Comfortable managing complex, multi-stakeholder enterprise accounts—navigating economic buyers, decision-makers, champions and influence networks to drive change. * Proficient in MEDDPICC or similar sales methodology * Evidence of proactively identifying risk and leading “save plans”: diagnosing root causes, mobilising internal teams, and executing clear recovery plans with pace and accountability. * Strong cross-functional leadership: you’re effective at coordinating Product, Delivery/Implementation, Support and Sales to unblock customers and deliver outcomes, without needing formal authority. * Analytical and systems-minded: you enjoy using data (usage, outcomes, financials) to spot patterns, forecast risk, and prioritise where to invest time for maximum impact. * Technically curious and quick to learn: you can understand customer environments and product capabilities well enough to advise, educate and credibly challenge. * Excellent prioritisation and execution in a fast-paced environment; you can manage multiple workstreams, run a tight cadence, and keep stakeholders aligned. * Clear, direct communicator with high ownership: you follow through, set expectations well, and bring energy and professionalism to customer interactions. What We Offer In Return 💰 Competitive salary of £60,000 - £76,000 depending on experience + 30% commission 🏝️ 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days 🏡 Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym 🏥 Comprehensive private medical \& dental cover with Vitality 🍼 Enhanced parental leave pay 📚 Learning \& development culture – £1,000 personal annual budget 🌍 We’re carbon-neutral and are working towards ambitious carbon reduction goals 🎯 Lots of team socials \& activities ☀️ Annual team retreat Want to learn more? * About us * Xelix blog * Xelix news * Xelix glassdoor We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate! If you're a recruiting agency - we have an existing list of agencies we work with and we are not currently planning on expanding the list. Neither the Talent team nor hiring managers or the Support team will respond to cold outreach. This is a full-time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday. We welcome the responsible use of AI for research and interview preparation, but ask that it isn't used to generate answers during live interviews. We also believe in being transparent - we use Metaview's AI note-taker during interviews so our interviewers can stay fully present. If you'd prefer us not to use it, just let your interviewer know. While you may need to answer eligibility questions as part of your application, we do not use AI to review or make decisions on applications - every application is reviewed fairly by a member of our Talent team.
About Hiya At Hiya, we’re making business calls more trusted, useful, and effective. Voice remains one of the most important ways businesses communicate with their customers, but the value of a call depends on trust. When customers do not recognize who is calling or why, important conversations are missed, customer relationships suffer, and business outcomes are harder to achieve. Hiya helps businesses create trusted calling experiences that benefit both sides of the conversation: enterprises can reach customers with confidence, and customers can answer with confidence. Our products support branded business calling, trusted caller identity, call performance insights, customer engagement, and voice security capabilities that help businesses strengthen relationships and improve outcomes. This role sits in a core business area for Hiya and is focused on helping SMB and enterprise customers succeed. About The Role You’ll own a portfolio of Hiya’s largest enterprise customers across the UK and Europe, with full accountability for retention, renewals and expansion. As a trusted adviser to their senior leaders, you’ll prove the measurable value of Hiya Connect and grow each account over time. You’ll work closely with Sales, Solutions Engineering, Product and Hiya’s leadership team. You’ll need fluent English and business-level proficiency in at least one of French, Spanish or German, as you’ll manage many of your European accounts in those languages. What You'll Do * Own 20–25 strategic enterprise accounts across the UK and Europe. You’ll be accountable for gross and net revenue retention, renewals and expansion. * Build executive relationships from Director to C-level, working across customer experience, contact centre, marketing, fraud, security and procurement. * Develop strategic account plans that map each customer’s objectives, success metrics, buying centres and whitespace into a clear growth roadmap. * Lead executive and quarterly business reviews that quantify return on investment (ROI), such as answer-rate uplift, contact-centre efficiency and fraud reduction, and agree next priorities. * Run complex renewals and multi-year negotiations covering pricing, contract structure, procurement, legal and security, and forecast them accurately in the CRM. * Partner with Sales and Solutions Engineering to find and close expansion across new business units, geographies, use cases and Hiya products. * Spot risk early through usage, health and relationship signals. Turn customer insight into clear input for Product, Engineering and Marketing. What We Are Looking For * Typically 5+ years in customer success, strategic account management or enterprise account management at a B2B SaaS or technology company * Fluent English plus business-level proficiency in at least one of French, Spanish or German, with the confidence to lead executive conversations, renewals and commercial negotiations in that language * A track record of owning and growing large, complex enterprise accounts, including six- or seven-figure renewals and expansions against a net revenue retention (NRR) or quota target * Experience influencing senior executives and working through large organisations with many stakeholders * Strong commercial sense: you can build a value case, lead a negotiation and link product capabilities to a customer’s financial and operational outcomes * Experience creating and running strategic account plans and executive business reviews You’ll Likely Stand Out If You Have * Experience managing enterprise customers in regulated industries such as financial services, insurance, telecoms, utilities or healthcare, ideally across several European countries * A background in communications technology, CPaaS, contact-centre solutions, caller ID, fraud prevention or conversation intelligence * Working knowledge of UK and EU regulation on caller ID, spam and fraud * A record of turning customer feedback into product or go-to-market improvements How We Work Hiya is not a passive environment. We expect people to take ownership, form opinions, and engage directly with hard problems. We work with a high degree of transparency and autonomy . Context is shared openly, and decisions are discussed, challenged, and then made. Once a call is made, we commit and move forward. You'll be expected to work through ambiguity, weigh tradeoffs, and take responsibility for results, while keeping a high bar for quality and customer trust. Every team member at Hiya is expected to live our core values: * Serve, our customers and partners by holding a high bar for trust and quality * Own, share in success and open up to failures * Lead, listen, show up with a point of view but commit entirely once a decision has been made * Improve, even if it means changing course or contradicting ourselves * Do, rather than observe How We Invest In You Compensation \& Ownership Equity Compensation: ownership aligned with your impact and the company's growth We offer an L\&D budget to support your growth and real internal mobility so career pathing isn't just a talking point — because we're building this with people who own the outcome. Come Work With Us! We're building a team with diverse perspectives, identities, and professional experiences. We evaluate candidates through a business lens and believe that diversity and unique viewpoints make our company stronger, more dynamic, and a great place to build a career. We've been recognized by Built In, GeekWire, Comparably, G2, Forbes, and Deloitte Technology Fast 500 for our culture, innovation, leadership, compensation, and more. At Hiya, we're a people-centric company focused on helping each employee grow both personally and professionally. We create a culture of support and empowerment that challenges the status quo, resulting in an energized team that's passionate about their work. You'll love working here if you're looking for an innovative challenge that's disrupting an industry. Come join us! Hiya is an equal opportunity employer. We celebrate diversity and are committed to building an inclusive environment for all employees.
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value. Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle. Your Key Responsibilities Own account technical health and protection * Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks. * Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions. * Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams. * Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through. Drive secure adoption and measurable value * Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction. * Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value. * Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account. * Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight. Serve as a trusted technical advisor * Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams. * Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations. * Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective. * Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes. Scale insight, governance and the CSE practice * Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts. * Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations. * Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency. * Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security, risk and product communities. Skills And Attributes For Success * Strong technical foundation across cloud platforms, enterprise architecture, cybersecurity, identity and access management, data protection, integrations, APIs and technology operations. * Demonstrated ability to assess complex environments, identify material risks, diagnose issues and drive cross-functional resolution. * Working knowledge of Zero Trust, least privilege, secure by design, vulnerability management, threat detection, incident response, security posture management and data loss prevention. * Executive presence with the ability to connect technical performance to client trust, service resilience, revenue protection, adoption and growth. * Strong consulting, facilitation, stakeholder management, prioritization and follow-through skills, with the ability to manage multiple strategic accounts and high-visibility escalations. To qualify for the role, you must have * Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or a related discipline, or equivalent relevant experience. * Approximately 8 to 12 years of progressive experience in customer success management, technical account management, solutions architecture, enterprise architecture, cloud or security consulting, technology risk, implementation or technology operations. * At least five years in a customer-facing or senior stakeholder-facing technical role supporting complex enterprise, strategic account or global environments. * Experience in at least two of the following: cloud security, security operations, identity and access management, data protection, infrastructure or application security, resilience, enterprise integrations or technology risk. * Experience developing technical success plans, health assessments, architecture recommendations, risk mitigation plans, adoption strategies or executive technology assessments. * Ability to communicate technical risk to senior leaders and coordinate outcomes across Security, Risk, Product, Engineering, Support and business teams without direct authority. Ideally, you will also have * Experience in professional services, consulting, regulated industries or globally matrixed organizations, with relevant sector knowledge. * Familiarity with recognized cybersecurity and governance frameworks such as NIST Cybersecurity Framework, NIST Zero Trust Architecture, ISO/IEC 27001, CIS Controls, COBIT or Cloud Security Alliance guidance. * Experience with DevSecOps, CI/CD controls, cloud security posture management, vulnerability management, SIEM, DLP, endpoint security, infrastructure as code or security automation. * Experience applying AI responsibly to customer intelligence, technical support, security operations or risk management, and creating reusable technical assets or communities of practice. Preferred Certifications One or more role-relevant credentials are preferred, such as Microsoft Cybersecurity Architect Expert, Azure Security Engineer Associate, Security Operations Analyst Associate, Identity and Access Administrator Associate, CISSP, CCSP, CISM, AWS Certified Security, Google Professional Cloud Security Engineer, CompTIA Security+, GIAC, TOGAF, ITIL 4, PMP or Certified Customer Success Manager. Candidates should hold, or be prepared to obtain within 12 months, at least one relevant cloud or security certification. Certifications complement demonstrated technical and customer-facing experience. Measures of success * Improved technical health, risk visibility and completeness of executive reporting * Reduced unresolved technical, security and operational risk, repeat incidents and avoidable escalations. * Faster onboarding, secure adoption and time to value for priority capabilities. * Revenue protected or growth influenced through proactive technical leadership and credible customer outcomes. * Timely mitigation follow-through, stronger stakeholder confidence and actionable product or service improvements. * Adoption and reuse of CSE playbooks, standards, health scorecards and enablement assets. Role positioning The CSE is the strategic technical counterpart to the CSM. The CSM leads relationship strategy, stakeholder alignment and the overall value narrative. The CSE leads technical health, architecture and integration guidance, secure adoption, technical risk visibility and governance. Both share accountability for Protect, Grow, executive reporting and strategic account outcomes. What We Offer You The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers. * We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job is: + New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $150,000 to $270,000 + Bay Area California offices – $156,300 to $281,300 + All other offices locations in the US, including Sacramento – $125,000 to $247,500 * Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. * Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. Are you ready to shape your future with confidence? Apply today. * To make the most of your application experience, please limit yourself to two applications within a six-month period. * EY accepts applications for this position on an on-going basis. * For those living in California, please click here for additional information. * At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. All in to shape the future with confidence. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value. Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle. Your Key Responsibilities Own account technical health and protection * Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks. * Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions. * Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams. * Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through. Drive secure adoption and measurable value * Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction. * Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value. * Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account. * Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight. Serve as a trusted technical advisor * Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams. * Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations. * Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective. * Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes. Scale insight, governance and the CSE practice * Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts. * Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations. * Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency. * Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security, risk and product communities. Skills And Attributes For Success * Strong technical foundation across cloud platforms, enterprise architecture, cybersecurity, identity and access management, data protection, integrations, APIs and technology operations. * Demonstrated ability to assess complex environments, identify material risks, diagnose issues and drive cross-functional resolution. * Working knowledge of Zero Trust, least privilege, secure by design, vulnerability management, threat detection, incident response, security posture management and data loss prevention. * Executive presence with the ability to connect technical performance to client trust, service resilience, revenue protection, adoption and growth. * Strong consulting, facilitation, stakeholder management, prioritization and follow-through skills, with the ability to manage multiple strategic accounts and high-visibility escalations. To qualify for the role, you must have * Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or a related discipline, or equivalent relevant experience. * Approximately 8 to 12 years of progressive experience in customer success management, technical account management, solutions architecture, enterprise architecture, cloud or security consulting, technology risk, implementation or technology operations. * At least five years in a customer-facing or senior stakeholder-facing technical role supporting complex enterprise, strategic account or global environments. * Experience in at least two of the following: cloud security, security operations, identity and access management, data protection, infrastructure or application security, resilience, enterprise integrations or technology risk. * Experience developing technical success plans, health assessments, architecture recommendations, risk mitigation plans, adoption strategies or executive technology assessments. * Ability to communicate technical risk to senior leaders and coordinate outcomes across Security, Risk, Product, Engineering, Support and business teams without direct authority. Ideally, you will also have * Experience in professional services, consulting, regulated industries or globally matrixed organizations, with relevant sector knowledge. * Familiarity with recognized cybersecurity and governance frameworks such as NIST Cybersecurity Framework, NIST Zero Trust Architecture, ISO/IEC 27001, CIS Controls, COBIT or Cloud Security Alliance guidance. * Experience with DevSecOps, CI/CD controls, cloud security posture management, vulnerability management, SIEM, DLP, endpoint security, infrastructure as code or security automation. * Experience applying AI responsibly to customer intelligence, technical support, security operations or risk management, and creating reusable technical assets or communities of practice. Preferred Certifications One or more role-relevant credentials are preferred, such as Microsoft Cybersecurity Architect Expert, Azure Security Engineer Associate, Security Operations Analyst Associate, Identity and Access Administrator Associate, CISSP, CCSP, CISM, AWS Certified Security, Google Professional Cloud Security Engineer, CompTIA Security+, GIAC, TOGAF, ITIL 4, PMP or Certified Customer Success Manager. Candidates should hold, or be prepared to obtain within 12 months, at least one relevant cloud or security certification. Certifications complement demonstrated technical and customer-facing experience. Measures of success * Improved technical health, risk visibility and completeness of executive reporting * Reduced unresolved technical, security and operational risk, repeat incidents and avoidable escalations. * Faster onboarding, secure adoption and time to value for priority capabilities. * Revenue protected or growth influenced through proactive technical leadership and credible customer outcomes. * Timely mitigation follow-through, stronger stakeholder confidence and actionable product or service improvements. * Adoption and reuse of CSE playbooks, standards, health scorecards and enablement assets. Role positioning The CSE is the strategic technical counterpart to the CSM. The CSM leads relationship strategy, stakeholder alignment and the overall value narrative. The CSE leads technical health, architecture and integration guidance, secure adoption, technical risk visibility and governance. Both share accountability for Protect, Grow, executive reporting and strategic account outcomes. What We Offer You The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers. * We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job is: + New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $150,000 to $270,000 + Bay Area California offices – $156,300 to $281,300 + All other offices locations in the US, including Sacramento – $125,000 to $247,500 * Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. * Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. Are you ready to shape your future with confidence? Apply today. * To make the most of your application experience, please limit yourself to two applications within a six-month period. * EY accepts applications for this position on an on-going basis. * For those living in California, please click here for additional information. * At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. All in to shape the future with confidence. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.
At EY, we’re all in to shape your future with confidence. We’ll help you succeed in a globally connected powerhouse of diverse teams and take your career wherever you want it to go. Join EY and help to build a better working world. The opportunity Technology is central to how EY serves clients and protects trust. The Associate Director, Technical Customer Success Manager (TCSM) is the senior technical advisor for strategic accounts, combining customer success, architecture, cloud, cybersecurity and risk expertise to improve technical health, accelerate secure adoption and translate technology performance into measurable business value. Working with Customer Success Managers (CSMs), Global Client Service Partners, account technology leaders, Product and Engineering, Information Security, Risk Management and Support, the TCSM owns the technical success plan and coordinates action across the customer lifecycle. Your Key Responsibilities Own account technical health and protection * Own a portfolio-level view of technical health across adoption, utilization, service performance, incidents, security posture, dependencies, technical debt and open risks. * Define health indicators, thresholds and action plans; lead recurring technical health reviews and provide clear executive reporting on business impact, decisions, owners and next actions. * Proactively identify technology, security, privacy, resilience, integration and operational risks that could affect client trust, service continuity or revenue; coordinate mitigation with the accountable governance and delivery teams. * Lead technical coordination for significant incidents and escalations, including impact assessment, recovery planning, executive communication and post-incident follow-through. Drive secure adoption and measurable value * Partner with CSMs to build outcome-based success plans that connect customer priorities, technical milestones, adoption, value realization and risk reduction. * Guide onboarding, implementation, integration, configuration, optimization and operational readiness for priority capabilities; remove technical blockers and improve time to value. * Use product engagement, service, integration and risk signals to identify underutilization, adoption gaps and opportunities to protect or grow the account. * Communicate measurable outcomes such as adoption, resilience, productivity, risk reduction and value realized; support renewal and expansion strategy through technical insight. Serve as a trusted technical advisor * Build credibility with senior account leaders, CIO and CTO organizations, CISOs, enterprise architects, product owners and engineering teams. * Lead architecture reviews, technical workshops, governance discussions and protection planning; translate complex technical and security issues into business implications, options and recommendations. * Advise on cloud, cybersecurity, identity, data protection, AI, integrations, resilience and emerging technology risks using an industry-informed and risk-aware perspective. * Lead through influence across a complex, global and matrixed environment, mobilizing Product, Engineering, Security, Risk and Support around customer outcomes. Scale insight, governance and the CSE practice * Maintain actionable technology intelligence on capabilities, ownership, dependencies, lifecycle status, risks and opportunities for assigned accounts. * Act as the voice of the customer by converting feedback, technical blockers and field patterns into structured product, roadmap, service and support recommendations. * Create reusable health scorecards, success plans, escalation playbooks, reference materials and executive reporting; use approved AI and automation to improve analysis and consistency. * Mentor colleagues and strengthen collaboration across Customer Success, architecture, engineering, security, risk and product communities. Skills And Attributes For Success * Strong technical foundation across cloud platforms, enterprise architecture, cybersecurity, identity and access management, data protection, integrations, APIs and technology operations. * Demonstrated ability to assess complex environments, identify material risks, diagnose issues and drive cross-functional resolution. * Working knowledge of Zero Trust, least privilege, secure by design, vulnerability management, threat detection, incident response, security posture management and data loss prevention. * Executive presence with the ability to connect technical performance to client trust, service resilience, revenue protection, adoption and growth. * Strong consulting, facilitation, stakeholder management, prioritization and follow-through skills, with the ability to manage multiple strategic accounts and high-visibility escalations. To qualify for the role, you must have * Bachelor's degree in computer science, information systems, cybersecurity, engineering, business technology or a related discipline, or equivalent relevant experience. * Approximately 8 to 12 years of progressive experience in customer success management, technical account management, solutions architecture, enterprise architecture, cloud or security consulting, technology risk, implementation or technology operations. * At least five years in a customer-facing or senior stakeholder-facing technical role supporting complex enterprise, strategic account or global environments. * Experience in at least two of the following: cloud security, security operations, identity and access management, data protection, infrastructure or application security, resilience, enterprise integrations or technology risk. * Experience developing technical success plans, health assessments, architecture recommendations, risk mitigation plans, adoption strategies or executive technology assessments. * Ability to communicate technical risk to senior leaders and coordinate outcomes across Security, Risk, Product, Engineering, Support and business teams without direct authority. Ideally, you will also have * Experience in professional services, consulting, regulated industries or globally matrixed organizations, with relevant sector knowledge. * Familiarity with recognized cybersecurity and governance frameworks such as NIST Cybersecurity Framework, NIST Zero Trust Architecture, ISO/IEC 27001, CIS Controls, COBIT or Cloud Security Alliance guidance. * Experience with DevSecOps, CI/CD controls, cloud security posture management, vulnerability management, SIEM, DLP, endpoint security, infrastructure as code or security automation. * Experience applying AI responsibly to customer intelligence, technical support, security operations or risk management, and creating reusable technical assets or communities of practice. Preferred Certifications One or more role-relevant credentials are preferred, such as Microsoft Cybersecurity Architect Expert, Azure Security Engineer Associate, Security Operations Analyst Associate, Identity and Access Administrator Associate, CISSP, CCSP, CISM, AWS Certified Security, Google Professional Cloud Security Engineer, CompTIA Security+, GIAC, TOGAF, ITIL 4, PMP or Certified Customer Success Manager. Candidates should hold, or be prepared to obtain within 12 months, at least one relevant cloud or security certification. Certifications complement demonstrated technical and customer-facing experience. Measures of success * Improved technical health, risk visibility and completeness of executive reporting * Reduced unresolved technical, security and operational risk, repeat incidents and avoidable escalations. * Faster onboarding, secure adoption and time to value for priority capabilities. * Revenue protected or growth influenced through proactive technical leadership and credible customer outcomes. * Timely mitigation follow-through, stronger stakeholder confidence and actionable product or service improvements. * Adoption and reuse of CSE playbooks, standards, health scorecards and enablement assets. Role positioning The CSE is the strategic technical counterpart to the CSM. The CSM leads relationship strategy, stakeholder alignment and the overall value narrative. The CSE leads technical health, architecture and integration guidance, secure adoption, technical risk visibility and governance. Both share accountability for Protect, Grow, executive reporting and strategic account outcomes. What We Offer You The compensation ranges below are provided in order to comply with United States pay transparency laws. Other geographies will follow their local salary guidelines, which may not be a direct conversion of published US salary ranges. At EY, we harness our collective strength to empower you to shape your future with confidence through professional growth, personal fulfillment and an inclusive culture. Learn more at ey.com/us/careers. * We offer a comprehensive compensation and benefits package where you’ll be rewarded based on your performance and recognized for the value you bring to the business. The base salary range for this job is: + New York City, Boston, and Washington DC Metro Areas, Washington State, and Southern California offices – $150,000 to $270,000 + Bay Area California offices – $156,300 to $281,300 + All other offices locations in the US, including Sacramento – $125,000 to $247,500 * Individual salaries within these ranges are determined through a wide variety of factors including but not limited to education, experience, knowledge, skills and geography. In addition, our Total Rewards package includes medical and dental coverage, pension and 401(k) plans, and a wide range of paid time off options. * Under our flexible vacation policy, you’ll decide how much vacation time you need based on your own personal circumstances. You’ll also be granted time off for designated EY Paid Holidays, Winter/Summer breaks, Personal/Family Care, and other leaves of absence when needed to support your physical, financial, and emotional well-being. Are you ready to shape your future with confidence? Apply today. * To make the most of your application experience, please limit yourself to two applications within a six-month period. * EY accepts applications for this position on an on-going basis. * For those living in California, please click here for additional information. * At EY, our values set the foundation for how we work and the behaviors we expect of our people. Any misrepresentation or falsification of information or lack of integrity at any point in the recruiting process may result in withdrawal of your candidacy, revocation of an offer or immediate termination of employment. EY | Building a better working world EY is building a better working world by creating new value for clients, people, society and the planet, while building trust in capital markets. Enabled by data, AI and advanced technology, EY teams help clients shape the future with confidence and develop answers for the most pressing issues of today and tomorrow. EY teams work across a full spectrum of services in assurance, consulting, tax, strategy and transactions. Fueled by sector insights, a globally connected, multi-disciplinary network and diverse ecosystem partners, EY teams can provide services in more than 150 countries and territories. All in to shape the future with confidence. EY provides equal employment opportunities to applicants and employees without regard to race, color, religion, age, sex, sexual orientation, gender identity/expression, pregnancy, genetic information, national origin, protected veteran status, disability status, or any other legally protected basis, including arrest and conviction records, in accordance with applicable law. EY is committed to providing reasonable accommodation to qualified individuals with disabilities including veterans with disabilities. If you have a disability and either need assistance applying online or need to request an accommodation during any part of the application process, please call 1-800-EY-HELP3, select Option 2 for candidate related inquiries, then select Option 1 for candidate queries and finally select Option 2 for candidates with an inquiry which will route you to EY’s Talent Shared Services Team (TSS) or email the TSS at ssc.customersupport@ey.com.
Hybrid working with 3-4 days per week onsite in either Cheltenham or Worcester Base salary up to £65K (subject to skills and experience) plus a fantastic benefits package including car cash allowance, private health care and company bonus. Opportunity In Supply Chain, we are uniquely positioned to see our products come to life end to end, from materials and planning through to the point where our brands reach customers. As Manager - Customer Success, you will be the voice of the customer for supply and the integrator across Sales, Marketing, Finance, Logistics and Operations. You will lead the customer-facing supply chain team and optimise the end-to-end order-to-cash and fulfilment process. Your focus will be to improve service, strengthen strategic customer partnerships, control cost and create actionable insight that supports better decisions for customers and the business. Why this role stands out This is a leadership role with direct impact on customer experience, commercial performance and supply chain effectiveness. You will move the team beyond transactional order processing towards proactive customer partnership, using insight, root cause analysis and cross-functional collaboration to deliver measurable improvement. What You Will Lead * Lead, coach and develop a team of Customer Supply Chain associates responsible for customer order fulfilment, frontline sales support and account management, fostering a culture of continuous improvement and customer ownership. * Act as the primary supply chain partner for major and strategic customers, building trusted relationships and aligning supply chain capability with customer requirements. * Own the end-to-end order management and fulfilment cycle, with a strong focus on On Time, In Full performance, order-book health, shortages, delivery discrepancies and customer satisfaction. * Lead customer collaboration reviews and joint business planning with commercial teams and customers, supporting forecast alignment, promotional execution, new product introductions and product discontinuations. * Drive supply chain account strategies and Cost to Serve improvements, including delivery configuration, penalty and discrepancy reduction, claims, deductions, invoice queries and returns. * Champion a proactive, value-added partnership model, ensuring service failures are understood through root cause analysis and addressed through clear corrective actions. * Provide effective operational leadership for day-to-day customer service activity, including escalations, complaints, workload priorities, quality standards and continuity of service. How You Will Make An Impact * Develop and own performance measures covering service, OTIF, aged debt, forecast accuracy, customer satisfaction, order quality and supply chain efficiency. * Translate complex customer, order and supply chain data into concise insight, recommendations and improvement priorities for senior leaders and cross-functional teams. * Identify and implement process improvements with Sales, Marketing, Demand Planning, Finance, Logistics, Operations and Supply Chain to improve perfect order fulfilment and ease of doing business. * Proactively manage customer risks and opportunities, ensuring product availability, delivery timing and customer communications are aligned. * Improve the quality and consistency of calls, emails, order processing and account support through clear expectations, coaching, feedback and standard work. * Lead cross-functional initiatives from problem definition through implementation, ensuring changes are embedded and benefits are sustained. * Support recruitment, onboarding, capability development and succession planning, creating an inclusive environment where people can perform and grow. What Will Help You Succeed * Proven people leadership experience in customer service, customer supply chain, sales support, order management or a comparable operational environment. * A strong customer and service mindset, with the confidence to take ownership, make sound decisions and balance customer needs with business outcomes. * Excellent communication, influencing and relationship-management skills, including the ability to work effectively with senior leaders, commercial teams and external customers. * Experience of coaching, performance management and developing teams through clear expectations, constructive feedback and recognition. * A logical, analytical approach with strong numeracy and the ability to convert data into practical action. * Experience of improving end-to-end processes and leading cross-functional change through to implementation. * Good organisational judgement, with the ability to manage operational priorities, escalations and longer-term improvement work. * Confidence using Microsoft Excel and other reporting tools. Experience of SAP and Salesforce is advantageous, but training will be provided where required. Bring customer focus, commercial awareness and operational discipline We are looking for a leader who can connect people, process and data. You will be comfortable moving between strategic customer conversations, operational problem-solving and team development, always with a clear focus on improving the customer and business outcome. We can offer you a lot in return! We empower each associate to #BecomeMoreAtKohler with a competitive total rewards package to support your health and wellbeing, access to career growth and development opportunities, a diverse and inclusive workplace, and a strong culture of innovation. With a genuine commitment to creating better tomorrows, we’re driving meaningful change in our mission to help people live gracious, healthy, and sustainable lives. About Us In the UK, Kohler Mira Ltd. is made up of three market leading brands: Mira Showers, Rada Controls, and Recoup. Where our brands differ in market position, they are equal in their commitment to design, innovation, and providing a single level of quality regardless of price. Kohler Mira is committed to diversity and inclusion to drive our business results and create a better future every day for our diverse associates, consumers, partners, and global communities. As an equal opportunities employer, it is Kohler Mira’s policy to recruit, hire, and promote qualified people in all job classifications without prejudice. If, as an individual with a disability, you require adjustments during the recruitment process, please contact talentacquisitionuk@kohler.com. Note for Recruitment Agencies: The Kohler Talent Acquisition team is responsible for managing all current vacancies through direct hiring and referrals wherever possible. We do work with recruitment agencies, and where we require external support, we will formally release those vacancies to the agencies on our Preferred Supplier List deemed best placed to assist us. Speculative CVs sent by any agency to Kohler Co. without a specific request by our Talent Acquisition Team will not be accepted and with no introduction fee applicable.
About The Role Grade Level (for internal use): 11 About M\&A Deals M\&A Deals is the premier deal origination and market mapping platform built specifically for private markets. The platform combines the trusted transaction data from SPS, the proprietary forward-looking M\&A intelligence from The Deal, and With Intelligence’s award-winning fund-level data into one integrated solution. Together, these datasets empower clients to identify proprietary opportunities, make more informed investment decisions, and uncover gaps in their market coverage. As M\&A Deals continues to grow, we are looking for an experienced Customer Success Team Lead to build and develop a high-performing Customer Success team that delivers an exceptional client experience. The Role This is a people leadership role responsible for leading the M\&A Deals Customer Success team. You will be responsible for coaching, mentoring and developing Customer Success Managers while establishing the processes, standards and operational excellence needed to deliver best-in-class customer service. You will work closely with Product, Sales, Marketing and Account Management to ensure customers achieve maximum value from M\&A Deals while driving adoption, retention and customer satisfaction. This is an ideal opportunity for someone who enjoys developing people, improving processes and creating scalable customer success programmes in a fast-paced, growing business. Team Leadership * Lead, coach and develop a team of Customer Success Managers. * Conduct regular 1:1s focused on performance, development and career progression. * Run regular team meetings and training sessions to share best practices, product updates and Customer Success standards. * Provide structured coaching through call listening, customer meeting reviews and ongoing feedback. Support onboarding and continuous training of new team members. * Lead recruitment activities, including interviewing and hiring new Customer Success team members as the team grows. Customer Success Operations * Design and implement scalable Customer Success processes and best practices. * Create playbooks, email templates, outreach sequences and customer communications. * Standardize onboarding, engagement, renewal and risk management processes. * Continuously identify opportunities to improve efficiency across the team. * Performance Management * Own the team's KPIs, ensuring targets are met across customer engagement, product adoption, retention, GRR, NRR and renewals. * Calculate and manage monthly commission and incentive payments for Customer Success team members. * Monitor individual and team performance through dashboards and CRM reporting, identifying trends, risks and coaching opportunities. * Review dashboards and performance metrics to provide regular updates and insights to senior management. * Ensure consistent CRM hygiene and adherence to Customer Success processes across the team. * Drive accountability through regular performance reviews and objective setting. Customer Experience * Drive best-in-class customer service standards across every customer interaction. * Support the team with escalations and complex customer situations. * Ensure proactive engagement strategies are in place to maximize product adoption and customer value. * Work closely with Product teams to capture customer feedback and prioritize enhancement requests. What We're Looking For * Previous experience leading or mentoring Customer Success, Account Management or Client Services teams. * Strong coaching and people development skills with a passion for helping others succeed. * Highly organized with excellent time management and prioritization skills. * A proactive self-starter who enjoys building new processes and improving existing ones. * Excellent communication and stakeholder management skills. * Strong analytical mindset with the ability to interpret dashboards and performance metrics. * Experience using CRM and Customer Success platforms such as Salesforce, ChurnZero, Outreach or similar. * Comfortable working in a fast-paced, evolving environment. * Experience within financial services, data, SaaS or private markets is advantageous. Success in this Role * Build, develop and retain a high-performing Customer Success team. * Create a culture of coaching, accountability and continuous improvement. * Deliver consistently high levels of customer satisfaction and engagement. * Improve GRR, NRR and product adoption across the M\&A Deals customer base. * Establish scalable Customer Success processes and operational best practices. * Ensure accurate KPI reporting, commission calculations and performance management across the team. * Recruit, onboard and develop talent to support the continued growth of the M\&A Deals business. About S\&P Global Market Intelligence At S\&P Global Market Intelligence, a division of S\&P Global we understand the importance of accurate, deep and insightful information. Our team of experts delivers unrivaled insights and leading data and technology solutions, partnering with customers to expand their perspective, operate with confidence, and make decisions with conviction. For more information, visit www.spglobal.com/marketintelligence. What’s In It For You? Our Mission Advancing Essential Intelligence. Our People We're more than 35,000 strong worldwide—so we're able to understand nuances while having a broad perspective. Our team is driven by curiosity and a shared belief that Essential Intelligence can help build a more prosperous future for us all.From finding new ways to measure sustainability to analyzing energy transition across the supply chain to building workflow solutions that make it easy to tap into insight and apply it. We are changing the way people see things and empowering them to make an impact on the world we live in. We’re committed to a more equitable future and to helping our customers find new, sustainable ways of doing business. Join us and help create the critical insights that truly make a difference. Our Values Integrity, Discovery, Partnership Throughout our history, the world's leading organizations have relied on us for the Essential Intelligence they need to make confident decisions about the road ahead. We start with a foundation of integrity in all we do, bring a spirit of discovery to our work, and collaborate in close partnership with each other and our customers to achieve shared goals. Benefits We take care of you, so you can take care of business. We care about our people. That’s why we provide everything you—and your career—need to thrive at S\&P Global. Our Benefits Include * Health \& Wellness: Health care coverage designed for the mind and body. * Flexible Downtime: Generous time off helps keep you energized for your time on. * Continuous Learning: Access a wealth of resources to grow your career and learn valuable new skills. * Invest in Your Future: Secure your financial future through competitive pay, retirement planning, a continuing education program with a company-matched student loan contribution, and financial wellness programs. * Family Friendly Perks: It’s not just about you. S\&P Global has perks for your partners and little ones, too, with some best-in class benefits for families. * Beyond the Basics: From retail discounts to referral incentive awards—small perks can make a big difference. For more information on benefits by country visit: https://spgbenefits.com/benefit-summaries Global Hiring And Opportunity At S\&P Global At S\&P Global, we are committed to fostering a connected and engaged workplace where all individuals have access to opportunities based on their skills, experience, and contributions. Our hiring practices emphasize fairness, transparency, and merit, ensuring that we attract and retain top talent. By valuing different perspectives and promoting a culture of respect and collaboration, we drive innovation and power global markets. Recruitment Fraud Alert If you receive an email from a spglobalind.com domain or any other regionally based domains, it is a scam and should be reported to reportfraud@spglobal.com. S\&P Global never requires any candidate to pay money for job applications, interviews, offer letters, “pre-employment training” or for equipment/delivery of equipment. Stay informed and protect yourself from recruitment fraud by reviewing our guidelines, fraudulent domains, and how to report suspicious activity here. Equal Opportunity Employer S\&P Global is an equal opportunity employer and all qualified candidates will receive consideration for employment without regard to race/ethnicity, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, military veteran status, unemployment status, or any other status protected by law. Only electronic job submissions will be considered for employment. If you need an accommodation during the application process due to a disability, please send an email to: EEO.Compliance@spglobal.com and your request will be forwarded to the appropriate person. US Candidates Only: Know Your Rights: Workplace discrimination is illegal 20 - Professional (EEO-2 Job Categories-United States of America), SLSGRP202.2 - Middle Professional Tier II (EEO Job Group) Job ID: 329861 Posted On: 2026-10-19 Location: London, United Kingdom
At Moss, we give finance professionals the power to automate their day-to-day and make forward-thinking decisions. Our culture is what makes that possible: we play to win, we obsess over quality, and we win as One Moss, and it works. Moss closed a €35 million Series C in August 2026, crossing a €1 billion valuation, and became one of Europe's fintech unicorns. Join us for what's next. Join our Customer Success team, where you will focus on driving SaaS revenue growth through proactive customer engagement. While leveraging data insights, you will proactively identify upsell opportunities and mitigate churn risks. Your strategic guidance and deep product knowledge will be essential in helping customers unlock new value of our product and set them up for success. Your Responsibilities Here's a bit more on what you can expect to be doing day-to-day: * Drive customer engagement - through building and nurturing value-creating and scalable relationships, you develop a deep understanding of your clients’ and their finance goals. You guide and consult with them in order to drive their engagement and the activation of all the spend management features. * Upsell - you leverage your deep understanding of both the product and your customer's needs to identify new business opportunities, as well as product and feature optimisation initiatives to increase value for existing accounts. * Measure success and provide data insights - with the use of specific KPIs you aim to achieve and monitor revenue trajectory through, for example, key metrics such as spend engagement, SaaS uplift and renewals. * Act as Product ambassador - working closely with internal stakeholders, you compile and communicate client feedback and act in an advisory capacity on current and future product features. * Thrive for process excellence - you aim for continuous improvement, designing and delivering upon the client journey touchpoints that will increase customer satisfaction and contribute towards long-term retention. About You We think you’ll need the following experience and qualifications to succeed in the role: * Proven experience in a proactive commercial-centric role, ideally in a B2B setting. * Prior experience with upselling products and product features to existing clients. * Fluent in English (C2).. In addition, here are the skills and attributes we are looking for: * Customer obsessed - You empathize with the needs and pain points of the customer and provide a flawless experience. * Commercially minded - You are able to demonstrate continuous value to customers, leveraging new business opportunities and can confidently negotiate pricing, contracts and add-ons. * Clear communicator - You are able to communicate complex topics to a range of audiences in a clear, concise and expert manner. * Analytical mindset - You are able to read, interpret and leverage data to prioritize customers, solve complex problems, identify upsell opportunities and retain customer happiness. You can recognise problems before they arise, and you challenge the status quo. * Expert Operator - You are able to manage multiple requests at the same time and prioritize accordingly. You have a structured way of working, employing efficiency and effectiveness in your day-to-day tasks. About Moss Moss is the Finance AI platform for Europe's mid-sized businesses, giving companies real-time visibility and full control over their spend. By automating card issuing, invoice management and expenses, Moss simplifies financial workflows and frees finance and accounting teams from manual, administrative work. Founded in Berlin and used by more than 10,000 businesses including Flink, Schufa, n8n and Auto1, Moss has raised €220+ million to date and operates in Germany, the Netherlands, the UK and further EU markets. In August 2026, Moss closed a €35 million Series C led by Portage, crossing a €1 billion valuation and becoming one of Europe's newest fintech unicorns. Moss is backed by investors including Valar Ventures, Tiger Global, Global Founders Capital, Cherry Ventures, A-Star. We're a team of 300+ people from 50+ nationalities across 5 offices in Europe and we hire, reward, and grow people based on Moss DNA: playing to win, obsessing over quality, winning as One Moss. If that's how you want to work, we want to hear from you. - here's what else to expect: * Top-of-market compensation package, including equity. * Our vibrant offices are at the heart of our culture, where in-person time fuels collaboration and connection over weekly breakfasts and Friday demos. * Additional benefits include: 20 days “work from abroad”, 600EUR/GBP Learning \& Development Budget, and other local benefits. Unless stated otherwise, benefits apply to full-time positions (interns and working students receive a tailored package). By applying for the above position, you will confirm that you have reviewed and agreed to our Data Privacy Policy .
A Principal Customer Success Manager (PCSM) must be a proactive self-starter who maintains an owner’s mindset toward their client portfolio. The core of this role involves partnering closely with clients to identify and meet their specific business objectives, ensuring they derive maximum value from our solutions. Through this proactive support, a PCSM effectively drives customer satisfaction, product adoption, long-term retention, and revenue expansion. Furthermore, managing banking clients requires a specialised skill set that extends beyond standard relationship management. Because banks operate in highly complex, heavily regulated environments with stringent security protocols and extended adoption cycles, it is vital that a candidate possesses a good understanding of these unique institutional challenges to be successful. What You Will Do * Develop strong relationships with our clients by maintaining a high level of engagement, aligning business objectives, and providing raving fan service * Maintain a deep understanding of our solutions, client base, and best practices * Act as a trusted advisor and advocate for the client, ensuring success and maximum value as they adopt a new platform/service * Educate clients on business value of solutions and application of best practices * Provide business insights through client value presentations, Quarterly Business Reviews, and other methods * Identify potential growth and upsell opportunities to expand revenue, engaging the Account Executive at the appropriate time to hand off the opportunity. * Assess customer health by monitoring product usage, reported issues, and other success metrics * Act as a liaison between internal COE teams to ensure customer needs are being met and to create solutions to client pain points; coordinating amongst technology, sales, marketing, finance, and product teams * Identify trends and relay feedback internally to appropriately address underlying issues * Provide clients full transparency on status of issues / requests from submission through resolution, working across teams and driving the escalation process as needed * Actively participate in the customer life cycle process, from prospect to renewal * Participate in CSM programme development and improvement activities * Facilitate customer account changes, product set up and billing research/corrections * Work with Sales and other Learning \& Development teams to facilitate customer training as needed What Experience You Need * Strong experience in a Customer Success, Account Management, or other Client-Facing role * Bachelor’s degree (or higher) required, or the equivalent years of industry experience * Ability to troubleshoot and solve business and basic technical problems. Requirement for a foundational understanding of banking regulations (e.g., GDPR, FCA guidelines) * Ability to effectively manage daily client communications, including escalations and problem management situations * Banks are heavily siloed. A successful banking CSM must be adept at building consensus across multiple departments, including IT, Information Security, Legal, Procurement, and the actual business line users. Must be able to work autonomously and collaborate as part of a team * Change moves slowly in financial institutions due to necessary risk and compliance checks. The candidate needs exceptional patience and project management skills to keep momentum alive over a 12-to-18-month adoption process. * Ability to travel occasionally (up to 25% of the time) What Could Set You Apart * Possesses strong analytical skills, process improvement and project management capabilities a plus * Excellent verbal and written communication skills, including formal as well as informal client and internal presentations * Exhibits confidence and is calm under pressure * Understand the end-to-end banking customer journey, from customer acquisition and loan origination to account management and collections. * A good working knowledge of financial regulations (such as FCA guidelines, GDPR, KYC/AML rules, and Fair Lending practices) to understand the constraints and pressures their clients face.