Senior Customer Success Manager (UK)

undefined ago • 4 Years + • Customer Service

Job Summary

Job Description

Attentive is an AI-powered mobile marketing platform seeking a driven Senior Customer Success Manager (UK) to join their team in London. This role involves refining and improving customer success processes, coordinating cross-functionally, and acting as a trusted consultant for strategic customers. The successful candidate will own customer relationships, cementing them through onboarding, integration, account growth, new product adoption, and renewals. They will also lead client meetings, analyze usage for forecasts, manage risk, and translate customer feedback into product requirements, contributing to Attentive's continued growth and success.
Must have:
  • Cement relationships with new and existing customers, including onboarding, growth, and renewals.
  • Develop a consultant perspective for client communications and meetings.
  • Lead and present at regular client meetings, in-person and over video.
  • Analyze customer usage for accurate forecasts and renewal pipeline visibility.
  • Identify, communicate, and manage risk, developing resolution strategies.
  • Collaborate with executive team to translate customer feedback into product requirements.
  • Possess 4+ years of account management experience, preferably in Martech SaaS.
  • Experience owning customer renewals.
  • Strong understanding of customer success techniques and strategies.
  • Ability to learn new software for design, data management, and internal tools.
  • Experience navigating complex work processes, tight timelines, and changing teams.
  • Highly detail-oriented and organized.
  • Knowledge of Salesforce or related CRM tools.
Good to have:
  • Interest in startups, software, and entrepreneurship.

Job Details

Attentive® is the AI-powered mobile marketing platform transforming the way brands personalize consumer engagement. Attentive enables marketers to craft tailored journeys for every subscriber, driving higher recurring revenue and maximizing campaign performance. Activating real-time data from multiple channels and advanced AI, the platform personalizes content, tone, and timing to deliver 1:1 messages that truly resonate.

With a top-rated customer success team recognized on G2, Attentive partners with marketers to provide strategic guidance and optimize SMS and email campaigns. Trusted by leading global brands like Neiman Marcus, Samsung, Wayfair, and Dyson, Attentive ensures enterprise-grade compliance and deliverability, supporting trillions of interactions across more than 70 industries. To learn more or request a demo, visit www.attentive.com or follow us on LinkedIn, X (formerly Twitter), or Instagram.

Attentive’s growth has been recognized by Deloitte’s Fast 500, Linkedin’s Top Startups and Forbes Cloud 100 all thanks to the hard work from our global employees!

Who we are

We are looking for a driven customer success person to join our team as a Senior Customer Success Manager (UK). You will work closely with the executive team to help refine and improve our customer success processes and playbooks. You will also coordinate cross-functionally with marketing, sales, product, and design to bridge the gap between product and customers. Your core responsibility will be working with Attentive’s strategic customers as a trusted consultant and to own customer relationships completely.

Why Attentive needs you

  • Cement the relationship with new and existing customers including: onboarding, integration, account growth, new product adoption, and renewals
  • Develop a “consultant” perspective to client communications, questions, and meetings
  • Lead and present at regular client meetings, both in-person and over video conference
  • Analyze customer usage to form accurate forecasts, and to have complete visibility into renewal pipeline; identify, clearly communicate, and manage risk throughout the year though proactive touch points and take the lead in developing resolution strategies
  • Work closely with the executive team to translate customer feedback into specific product requirements

About you

  • 4+ years of account management experience required, preferably at Martech SaaS company
  • Experience owning customer renewals
  • Strong understanding in customer success techniques and strategies
  • Comfortable learning new software (for design, data management, and internal tools)
  • Experience navigating complex work processes, tight timelines, and changing teams
  • Extremely detail oriented and organized
  • Knowledge of Salesforce or related CRM tools
  • Interest in startups, software and entrepreneurship
  • Comfortable working from our Shoreditch office 2 days a week (Tuesday and Thursday)

#LI-CG1

Attentive Company Values

Default to Action - Move swiftly and with purpose

Be One Unstoppable Team - Rally as each other’s champions

Champion the Customer - Our success is defined by our customers' success

Act Like an Owner - Take responsibility for Attentive’s success

Learn more about AWAKE, Attentive’s collective of employee resource groups.

If you do not meet all the requirements listed here, we still encourage you to apply! No job description is perfect, and we may also have another opportunity that closely matches your skills and experience.

At Attentive, we know that our Company's strength lies in the diversity of our employees. Attentive is an Equal Opportunity Employer and we welcome applicants from all backgrounds. Our policy is to provide equal employment opportunities for all employees, applicants and covered individuals regardless of protected characteristics. We prioritize and maintain a fair, inclusive and equitable workplace free from discrimination, harassment, and retaliation. Attentive is also committed to providing reasonable accommodations for candidates with disabilities. If you need any assistance or reasonable accommodations, please let your recruiter know.

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