Senior Customer Success Manager, Strategic Accounts

Joblogic · Birmingham

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About the role: 

As Senior Customer Success Manager, Strategic Accounts, you will own a portfolio of Joblogic’s most complex, high-value enterprise customers — accountable for retention, expansion, and long-term value realisation across every account in your book. 

This is not a reactive support role. You will operate as a trusted commercial partner to your customers — diagnosing value gaps, influencing senior stakeholders, building structured success plans, and driving the adoption that leads directly to retention and growth. You will be expected to identify and close expansion opportunities independently, lead executive-level commercial conversations, and protect revenue through deep understanding of customer outcomes. 

You will sit within Joblogic’s newly built Strategic CS function, working closely with the Senior Manager, Strategic Accounts and partnering with Sales, Product, Implementation, and Support as the business scales internationally. 

What your main focus will be: 

Commercial ownership and growth 

• Own a defined portfolio of strategic accounts with clear GRR and NRR targets — accountable for both retention and expansion outcomes. 

• Identify, qualify, and close expansion opportunities including licence growth, marketplace adoption, and professional services — independently, without reliance on a sales overlay. 

• Build and execute value realisation plans that directly connect Joblogic platform adoption with measurable customer business outcomes. 

• Lead renewal conversations using a commercial, value-led approach — ensuring customers can clearly articulate the ROI of their Joblogic investment. 

• Partner with customers to define success metrics, track realised value over time, and continuously raise the bar on what great looks like. 

Value and risk management 

• Proactively identify accounts that are not realising value — regardless of stated sentiment or absence of complaints. 

• Diagnose root causes of low adoption, weak ROI, stakeholder disengagement, or commercial misalignment. 

• Develop and execute structured recovery plans for at-risk accounts, coordinating internal resources where needed to protect revenue. 

• Confidently challenge customers where behaviour or expectations are limiting value — acting as a trusted advisor, not an order-taker. 

• Use health scores, usage data, and commercial signals to forecast renewals and churn risk accurately and early. 

Stakeholder engagement 

• Build and maintain multi-threaded relationships across operational, commercial, and C-suite stakeholders within your customer base. 

• Run structured Executive Business Reviews and strategic success planning sessions focused on outcomes, ROI, and forward-looking growth ambitions. 

• Tailor communication and commercial messaging to different stakeholder priorities across complex enterprise organisations. 

• Act as the customer’s internal advocate while maintaining commercial discipline and revenue accountability. 

Data, insight, and execution 

• Maintain accurate and timely forecasting of renewals, expansion pipeline, and churn risk within Joblogic’s CRM and CS tooling. 

• Document value cases, risks, success plans, and account intelligence clearly for internal visibility and team alignment. 

• Share customer insight that informs Product, pricing, and go-to-market decisions across the business. 

• Embrace AI-enabled tools and workflows to improve the quality and efficiency of customer engagement across your portfolio. 

Joblogic values: 

At Joblogic, we expect our team members to champion and embed our core values across their work and customer interactions: 

• Respect – We value every individual and treat colleagues and customers with professionalism, fairness, and empathy. 

• Obsession with Customers – We place customer outcomes at the centre of everything we do, striving to deliver meaningful value and exceptional experiences. 

• Accountability – We take ownership of our actions, decisions, and results, holding ourselves and each other to high standards. 

• Rethink Tomorrow – We embrace innovation, challenge the status quo, and continuously improve how we work to shape a better future. 

 What you bring: 

• Substantial, proven experience in Customer Success or Account Management within B2B SaaS 

• Direct experience in a Strategic or Enterprise CS role managing high-value accounts, where success required executive-level engagement, commercial negotiation, and structured value management. 

• Commercially sharp and revenue-accountable — comfortable owning GRR and NRR targets, closing expansion opportunities independently, and leading ROI-driven success planning conversations with senior stakeholders. 

• Ability to identify churn risk beyond surface-level sentiment — you diagnose based on data, behaviour, and stakeholder signals, not just what customers tell you. 

• Experience building and sustaining multi-threaded relationships across operational, commercial, and C-suite stakeholders within enterprise customer organisations. 

• Strong understanding of enterprise sales mechanics — including multi-stakeholder deal management and commercial close — applied in a post-sale context. 

• Data-driven and structured — comfortable using health scores, usage data, and pipeline metrics to prioritise effort and forecast accurately. 

• Clear, confident communicator with the ability to influence and challenge at all levels internally and externally. 

• Proficiency with enterprise CRM and CS platforms to manage portfolio health and maintain pipeline visibility. 

Nice-to-have points: 

• Experience in Field Service Management, CAFM, Facilities Management, or adjacent operational SaaS platforms. 

• Familiarity with Challenger Sales, MEDDIC, or other value-based commercial frameworks applied in a post-sale or CS context. 

• Experience implementing EBR frameworks or value realisation methodologies in a scaling SaaS business. 

• Exposure to private equity-backed, high-growth SaaS environments with ARR expansion targets. 

Hiring process: 03 rounds 

• 1st round: Initial Interview with Hiring Manager 

• 2nd round: Case Study Presentation 

• Final round: Leadership Interview with Senior Stakeholders 

Why should you take this role? 

• Join Joblogic’s newly built Strategic CS function at the ground floor — a genuine opportunity to shape how enterprise customer success operates as the business scales to £100M ARR. 

• Own meaningful commercial outcomes — GRR and NRR accountability across some of Joblogic’s most valuable accounts, with direct visibility to senior leadership. 

• Operate at the centre of a high-growth SaaS business backed by Vista Equity Partners, with the investment, ambition, and mandate to scale internationally. 

Remuneration package and benefits: 

• Market competitive salary — commensurate with your experience and abilities. 

• Performance-related variable compensation tied to GRR and expansion outcomes. 

• Work within a global SaaS product company with strong growth momentum. 

• Opportunity to collaborate with international teams across the UK, Pakistan, and Vietnam. 

• Clear career progression opportunities as Joblogic continues to scale globally. 

• Hybrid working arrangements supporting work-life balance. 

• Collaborative and fast-paced working environment. 

• Regular company events and team activities. 

• Learning and development opportunities through Joblogic Academy and internal training. 

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