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We are looking for a top-performing, strategic, and commercially driven Customer Success Manager to manage a portfolio of ~23 enterprise accounts across the UK and surrounding region.
This role owns retention and expansion revenue (Net Dollar Retention) for the assigned book of business. You will work closely with an Account Manager, sharing expansion targets and building a strong pipeline within your accounts.
This is a high-impact, fast-paced role that requires someone who thrives under pressure, can manage complexity, and consistently delivers results with enterprise customers.
Key responsibilities
Customer ownership & strategy
- Own and manage a portfolio of enterprise customers, acting as the primary point of contact for customer success.
- Build and execute account-specific success plans aligned to customer business objectives.
- Develop a deep understanding of each customer’s environment, goals, and challenges.
Retention & Expansion
- Drive NDR across your book of business.
- Partner with the Account Manager to identify, build, and progress the expansion pipeline.
- Proactively mitigate risk and ensure strong renewal outcomes.
Value realisation (critical)
- Ensure customers achieve real, measurable value from the platform.
- Define, track, and review KPIs with customers tied to business outcomes.
- Translate product usage into business impact and ROI.
Adoption & AI focus
- Lead initiatives to drive product adoption, with a strong focus on AI capabilities.
- Guide customers in embedding AI into their workflows to improve efficiency and outcomes.
- Track adoption metrics and tie them directly to value realisation.
Executive engagement
- Conduct Executive business reviews with senior stakeholders.
- Build relationships with decision-makers and influencers across the organisation.
- Lead both remote and onsite meetings to align on strategy, goals, and outcomes.
Data-driven storytelling
- Leverage customer data and insights to:
- Build business cases
- Develop ROI/value calculators
- Support expansion opportunities and strategic initiatives
- 5+ years of experience managing enterprise customers in a SaaS environment, specifically within the UK market
- Proven track record of driving retention and expansion (NDR ownership)
- Experience working with and leveraging AI-driven products or tools, with the ability to translate AI capabilities into business value
- Strong experience in:
- Building and executing customer success plans
- Driving product adoption and measurable outcomes
- Conducting impactful EBRs with senior stakeholders
- Experience partnering with Account Managers on pipeline generation and revenue growth
- Strong analytical skills – able to turn data into clear business value narratives
- Willingness and ability to travel for onsite customer engagement
Skills Required
- 5+ years of experience managing enterprise customers in a SaaS environment
- Proven track record of driving retention and expansion
- Experience with AI-driven tools
- Strong analytical skills to convert data into business value narratives
- Willingness to travel for onsite customer engagement
What We Do
Built on a robust ITSM platform, SysAid’s Agentic AI adds a powerful new operational layer to IT—automating the repetitive, time-consuming work that keeps teams stuck in reactive mode. AI Agents take the first action, so IT pros step in only when truly needed. The result? A team free to focus on optimization, innovation, and bigger challenges. Go live in weeks with fast onboarding, no heavy migrations, and zero steep learning curves. SysAid’s AI is purpose-built for IT, with security and governance built in. And with award-winning support, you’re set up for success. ITSM run by AI—and you. 100X more impactful.
