Strategic Customer Success Manager

Strategic Customer Success Manager

Salary: £60,000 to £70,000 plus 10% to 20% performance-related bonus

Location: Remote, UK

MFK Recruitment is working with a well-established global software company to recruit a Strategic Customer Success Manager.

Our client provides an AI-powered, code-free testing platform that enables organisations to test critical ERP software, reduce operational risk and deliver business change more effectively.

We know this company extremely well. Over the past six years, MFK Recruitment has placed 16 people with the business, and 10 are still working there today.

The opportunity

The Strategic Customer Success Manager will take ownership of a portfolio of strategic, growth and high-potential enterprise customers.

You will build relationships with executive, operational and technical stakeholders, helping customers achieve measurable value through successful product adoption.

This is a commercially focused Customer Success role covering adoption, retention, renewals and recurring revenue growth. You will be expected to understand the product, lead strategic customer conversations, maintain accurate commercial forecasts and identify meaningful expansion opportunities.

Relevant industry experience

To be considered, candidates should combine strong Customer Success or strategic account-management experience with a background in technically complex enterprise software.

Relevant sectors include:

• Software testing, quality assurance or test automation
• ERP and enterprise applications
• Cybersecurity
• AI or machine learning platforms
• Data, analytics or business intelligence software
• Cloud infrastructure
• DevOps or developer tools
• Integration, automation or database technology

You must be comfortable discussing complex software with CIOs, IT Directors, technical leaders and senior operational stakeholders. You should be able to establish credibility independently, challenge customers constructively and translate technical products into measurable commercial outcomes.

Key responsibilities

• Build trusted relationships with executive, operational and technical stakeholders
• Establish credibility with CIO, VP and Director-level customers
• Understand customers’ technical environments, business objectives and measures of success
• Create and deliver strategic Customer Success plans
• Lead Executive Business Reviews focused on outcomes, adoption, ROI and future priorities
• Drive product adoption and identify barriers affecting customer engagement
• Develop relationships across multiple departments within complex customer organisations
• Monitor customer health, usage, engagement and value realisation
• Identify renewal risks early and create clear mitigation plans
• Take ownership of renewal planning and maintain accurate forecasts
• Identify, qualify and develop recurring-revenue expansion opportunities
• Build commercial proposals linked to customer priorities and measurable value
• Work closely with Sales, Product, Support and Professional Services
• Represent the voice of the customer across the company
• Identify opportunities for customer advocacy, references and case studies

What we are looking for

• At least five years’ experience in Customer Success, Strategic Account Management or Enterprise Account Management
• Experience working for a technically complex B2B software company
• Experience managing strategic, enterprise or global customer relationships
• A strong record of customer retention and successful renewals
• Direct involvement in renewal forecasting and commercial conversations
• Evidence of identifying and delivering expansion or recurring-revenue growth
• Experience managing customer portfolios measured by ARR or recurring revenue
• Confidence communicating independently with CIOs, IT Directors and senior technical stakeholders
• Experience leading QBRs, strategic reviews or Executive Business Reviews
• The ability to understand technical products and translate their capabilities into customer value
• Strong commercial, negotiation, analytical and presentation skills
• Excellent written and verbal communication skills
• The ability to manage multiple priorities while working remotely
• A stable career history with good tenure across previous employers

Package and working arrangements

• £60,000 to £70,000 basic salary
• 10% to 20% performance-related bonus, depending on experience
• Remote working
• Private healthcare
• Pension
• Life assurance
• 25 days’ annual leave
• Your birthday off

The successful candidate must be based within reasonable travelling distance of Basingstoke and able to attend quarterly company and team meetings. Some flexibility will also be required when supporting customers across international time zones.

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