Related skills
crm saas ai nps planhat📋 Description
- Lead and develop the CSM team, setting standards for engagement and outcomes.
- Manage your own enterprise accounts at senior stakeholder level.
- Evolve CS operating model from V1 to mature; improve playbooks, health scoring, escalations.
- Own end-to-end customer experience post-implementation with Implementation and Support.
- Own renewal process end-to-end and drive expansion; build playbooks and motions.
- Define NRR measurement and targets; design CS structure and compensation.
🎯 Requirements
- Built or scaled a CS function before.
- Player-coach: lead a team while managing your own enterprise accounts.
- Experience in high-growth startups/scale-ups; building without a safety net.
- Real AI experience to improve CS operations.
- Confident communicator at C-suite level.
- Curious about customers and their operations, problems, and people.
🎁 Benefits
- Salary: £90,000 - £115,000 base, plus bonus
- Based in London office with travel to customer sites
- Share options
- 35 days annual leave (25 standard + 10 flexible holidays)
- Extra day of leave for every year of service
- Pension contributions matched up to 5%
Meet JobCopilot: Your Personal AI Job Hunter
Automatically Apply to Customer Support Jobs. Just set your
preferences and Job Copilot will do the rest — finding, filtering, and applying while you focus on what matters.
Help us maintain the quality of jobs posted on Empllo!
Is this position not a remote job?
Let us know!