Senior Customer Success Manager responsible for customer engagement and product adoption at UpKeep. Building relationships and maximizing customer value within high - touch engagement model.
About the role
- Customer Success Manager ensuring clients maximize DexoryView value and onboard successfully across UK and Europe. Develop strong relationships and provide training to key stakeholders while monitoring account health.
Responsibilities
- Lead customer onboarding, acting as the primary point of contact to ensure a smooth and value-driven implementation process.
- Develop strong, trusted relationships with key stakeholders at all levels, understanding their strategic goals and aligning DexoryView’s capabilities accordingly.
- Deliver customer training and workshops onsite and virtually, ensuring teams are confident using the platform and fully understand its benefits.
- Create and manage Success Plans for customers, mapping business goals to platform usage, with clear KPIs and milestones.
- Monitor account health through usage data, feedback, and engagement signals to proactively address risks and drive retention.
- Own customer renewals and upsell opportunities, identifying ways to expand usage and advocate for new features that meet evolving needs.
- Collaborate with Sales, Product, and Engineering teams to ensure the customer voice is represented and customer outcomes are delivered.
- Gather and report customer feedback, using insights to shape ongoing product development and customer enablement strategies.
Requirements
- Proven experience in a Customer Success, Solutions Engineer, or Commercial post-sales role, ideally within a SaaS or data-driven technology company.
- Fluent French speaking
- Strong commercial acumen with a track record of driving renewals, expansions, and long-term account growth.
- Excellent communication and presentation skills, capable of engaging technical and non-technical stakeholders.
- Comfort working with data-driven insights – able to interpret and explain high-level warehouse or operational metrics and trends.
- Experience in delivering onboarding, training, and customer-facing workshops, both in person and virtually.
- Highly proactive, organised, and able to manage multiple client relationships and priorities simultaneously.
- Willingness to travel frequently across the UK and Europe to support client relationships (estimated 1+ day/week).
- Work comfortably with dashboards and back-end systems to track usage trends, guide data-driven conversations, and assist customers in interpreting operational insights, fixing deployment issues, trouble shooting problems.
Benefits
- Private healthcare via Bupa with 24/7 medical helpline
- Life insurance
- Income protection
- Pension: 4+% employee with option to opt into salary exchange, 5% employer
- Employee Assistance Programme - mental wellbeing, financial and legal advice/support
- 25 holidays per year
- Full meals onsite in Wallingford
- Fun team events on and offsite, snacks of all kinds in the office
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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