Senior Customer Success Manager

Location- Ruddington, Nottinghamshire

Level - Senior Manager 

Department - Customer 

Working Pattern - Hybrid/ Flexible

Benefits - Benefits at Ideagen

Salary -  To be discussed at next stage

• Manage a portfolio of high-value enterprise customers on Premier Success Plans
• Build trusted relationships with senior stakeholders, including C-suite executives
• Develop and deliver long-term strategic account plans aligned to customer goals
• Act as the primary point of contact for escalations, renewals, and growth opportunities
• Lead complex, multi-product implementations and transformation initiatives
• Drive customer retention and expansion, achieving GRR and NRR targets
• Identify and generate new revenue opportunities within existing accounts
• Conduct executive business reviews, demonstrating ROI and value delivered
• Maintain accurate account activity and insights within Salesforce
• Partner with Sales, Marketing, and Product teams to align on strategy and messaging
• Lead cross-functional collaboration to resolve challenges and support customer success
• Provide mentorship to Customer Success Managers and support team development

• Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles
• Strong track record managing large, complex customer portfolios (multi-million value)
• Confident engaging and influencing senior stakeholders and executive audiences
• Experienced in delivering strategic account plans and driving long-term customer value
• Commercially minded, with a strong focus on retention, growth, and ROI
• Highly analytical, with the ability to interpret data and inform decision-making
• Excellent communicator with strong presentation and stakeholder management skills
• Comfortable leading complex projects, transformations, and cross-functional initiatives
• Proficient with CRM and customer success platforms, with strong data discipline
• Ambitious, proactive, and driven to deliver exceptional customer outcomes