Senior Customer Success Manager [London]

EnterpriseAlumni • London, CA

1d • Hybrid

About The Position

EnterpriseAlumni is the market-leading alumni engagement platform, building a category-defining environment for alumni and professional networks with a strong focus on regulated industries. As we scale globally, Customer Success is central to our growth strategy.

We are looking for a Senior Customer Success Manager to own a portfolio of strategic enterprise accounts. This is an individual contributor role with a clear commercial mandate: you will own the full health and growth of your book of business, from executive relationships and renewal strategy through to adoption and program expansion.

This is not a reactive role, but it is a deeply accountable one. When issues arise, the customer should never have to chase a status update, escalate internally, or wonder whether the right people are engaged on the vendor side. You are the organisational navigator: influencing without direct authority across Support, Engineering, and Product to ensure the right urgency and the right resources are brought to bear, while managing expectations proactively with stakeholders at every level of both organisations.

You are there, above all, to become a trusted advisor to senior stakeholders in complex businesses, drive measurable outcomes for their alumni programs, and translate that partnership into long-term revenue retention and expansion for EnterpriseAlumni.

Working across the Americas and Europe, you will operate at the intersection of enterprise SaaS and the rigorous expectations of heavily regulated industries, where trust is earned through outcomes.

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 Haves

• Experience in financial services, defense, or relevant industries, or professional networks, talent, or HR-adjacent SaaS platforms.
• Familiarity with GDPR, SOC 2, ISO 27001, or similar standards in enterprise SaaS.
• Experience in a business with land and expand motions.
• Background managing international or distributed customer portfolios.
• Team management experience, even though this is an individual contributor role.
• A record of managing customer and internal relationships to drive adoption, migration, and integration.

Responsibilities

• Own your book of business commercially
• Build and manage executive relationships
• Drive customer outcomes and adoption
• Be the intelligence layer between customers and product

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.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed