Hybrid Senior Customer Success Manager

at EnterpriseAlumni

• Job title: Senior Customer Success Manager
• Job type: Full Time
• Experience level: Senior
• Salary: Not specified
• Degree requirement: Bachelor's Degree
• Location requirements: Hybrid, London, United Kingdom

About the role

• Senior Customer Success Manager at EnterpriseAlumni managing enterprise accounts while ensuring retention and driving expansion. Focused on relationship building within the higher education sector.

Responsibilities

• Own your book of business commercially • As named CSM with a multi-million dollar defined portfolio comprising 6 and 7-figure strategic accounts, you will own NRR, gross retention, and expansion revenue.
• Lead renewal strategy and commercial planning at the account level, forecasting accurately and managing risk proactively.
• Identify and develop upsell and cross-sell opportunities through a value-led approach, partnering closely with Sales to advance and close.
• Maintain accurate account health scores, renewal forecasts and plans, and risk flags in business systems and reports, with a bias for early identification and active planning to add value and intervene or escalate, as needed.
• Build multi-threaded relationships at senior levels, including commercial, people, marketing, comms, and strategy leaders, alumni relations heads, and C-suite sponsors at large enterprises.
• Act as the customer's internal champion on open issues: ensuring every active problem has clear ownership, honest timelines, and proactive outbound communication, so that the customer never has to ask where things stand.
• Navigate cross-functional dynamics within EnterpriseAlumni with influence rather than authority, aligning Support, Engineering, and Product around customer priorities and advocating with the credibility and evidence to drive action on timelines that matter.
• Plan and manage executive business reviews (EBRs) and quarterly business reviews (QBRs) in partnership with EnterpriseAlumni leadership, with a commercial agenda, and focused on value realized and forward strategy rather than platform usage metrics alone.
• Serve as a trusted advisor on alumni engagement strategy, guiding customers to design their programs to deliver measurable strategic outcomes for their alumni and institution.
• Personally own escalation and recovery for at-risk accounts in your portfolio, engaging at the right level with urgency and a clear resolution plan.
• Develop and execute account-level success plans, going beyond platform metrics to connect to the customer’s broader alumni strategy as it ties into their larger corporate strategic goals, which you will identify and align on continuously with the customer.
• Partner with customers to integrate alumni engagement within their internal teams, processes, and brand strategy, maximising program impact and executive visibility.
• Champion the alumni experience by guiding customers to build programs with compelling value propositions that drive genuine participation.
• Articulate ROI in terms that resonate with leadership in a range of sectors, drawing on institutional context, compliance considerations, and commercial outcomes.
• Manage expectations actively across the customer organisation: communicating upward to executive sponsors when needed, across to their internal stakeholders during program delivery, and proactively when timelines shift or issues arise.
• Synthesize patterns across your portfolio to surface product gaps, feature opportunities, and emerging customer needs.
• Bring structured, evidence-based customer insights to Product, making the case for roadmap investments that improve retention and expansion, leveraging channels such as the customer advisory board (CAB), QBR/EBR, and internal and analyst surveys (e.g. G2).

Requirements

• 5+ years in B2B SaaS Customer Success, Account Management, or Partnerships.
• Proven track record owning NRR, gross retention, and expansion for a portfolio of enterprise accounts.
• Experience managing senior stakeholder relationships at complex, multi-stakeholder organisations.
• Commercial mindset: comfortable owning renewal forecasting, expansion pipeline, and account risk for your book of business.
• Clear, confident communicator capable of running strategic conversations at VP and C-suite level.
• Familiarity with regulated industries or environments with high expectations around data, security, and compliance.
• Nice-to-have: Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR-adjacent SaaS platforms.
• Nice-to-have: Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS.
• Nice-to-have: Experience in a business with land and expand motions.
• Nice-to-have: Background managing international or distributed customer portfolios.
• Nice-to-have: Team management experience, even though this is an individual contributor role.
• Nice-to-have: A record of managing customer and internal relationships to drive adoption, migration, and integration.

Benefits

• Direct influence on customer outcomes, product direction, and company growth.
• Work with sophisticated enterprise customers in multiple sectors on a product that genuinely matters to their people.
• Be part of a globally distributed team during a critical scale-up phase.
• Competitive compensation and long-term upside.
• At the heart of our company is EA DNA — the essence that connects our six core values and shapes how we work every day.