Customer Success Manager

Customer Success Manager (XLG Specialist)

🌍 UK (Remote or Hybrid, it’s up to you!)

💰 Competitive base salary based on experience

Our Perks

❤️ Monthly Health & Wellness budget, increasing with length of service

📚 Annual Learning and Development budget, increasing with length of service

🤸🏽‍♂️ Flexible working in a choice-first environment - we trust the way you want to work!

🖥️ Work From Home Allowance

🌴 25 Holiday Days + your local bank holidays, plus an extra day for every year of service

🎂 Your birthday off

🍼 Enhanced Family Leave (UK Only), Fertility Leave, and Neonatal Leave

⚕️ Optional Healthcare Plan

🛟 Life & income protection (Location dependent)

🤝 Employee Assistance Programme (UK Only)

📈 The opportunity to share in the company’s success through options

🌆 If you’re in London, a dog-friendly office with great classes, events, and a rooftop terrace

🦸‍♀️ The Role 🦸‍♀️

Our mission is to help large, successful brands like Uber, Amazon, Wise, HelloFresh, and more put their customers at the centre of everything they do. Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence (CXI) platform continuously analyses explicit and implicit customer feedback to enable our clients to identify what they should do next.

We're looking for a talented Customer Success Manager (Experience-Led Growth Programme Specialist) to join the team!

👉 What you'll be doing:

You’ll be delivering insight-led value to our high-potential accounts. This means you will:

• Conduct Use Case Health Assessments (UCHAs) to surface blockers, opportunities, and strategic actions
• Develop insight-driven action plans that connect customer goals with platform capabilities and measurable KPIs
• Build insight-led action plans and align KPIs with customer goals
• Own the renewal process in Silver tier accounts
• Collaborate cross-functionally with Analysts, Tech Support, and Product to ensure the successful implementation of use cases
• Track adoption in your accounts, escalate any risks, and proactively secure renewals aligned to business impact
• Contribute to team enablement by mentoring and sharing process improvements

🧰 What you’ll need:

• Ideally, 3–5 years in customer success, consulting, or similar roles
• Experience working with CX platforms or SaaS preferred
• Experience with customer insight activation
• Project delivery & prioritisation skills
• Commercial awareness

💖 Our Values

• We are obsessed with experience – We take our mission to rid the world of bad Customer Experience seriously, and we practice what we preach.
• We believe in the power of trust – Whether it's with each other, our customers, partners, or other stakeholders, we always communicate with openness and trust.
• We act as responsible owners – Whether it's about the company, a team, a project, or a task, having the freedom to make decisions in our area of responsibility is a crucial driver for us.
• We share a passion for growth & progress – On every level, we’re motivated by taking on new challenges – even if they seem out of reach. We recognise that we are learning machines and we always seek to action feedback and improve collectively.
• We set our ambitions high but stay humble – We've come together to build a product and a category that’s never been seen before. While we're an ambitious bunch with lofty goals, we don't approach this goal carelessly.
• We believe the right team is the key to success – At Chattermill we’ve learned that all our important achievements have been the result of the right people collaborating together – that’s why we need you to apply today!

🌈 Diversity & Inclusion 🌈

We want to enable exceptional experiences for everyone, and to achieve this we need everyone’s voice in our team. We are on a mission to bring more diversity into the business and to give everyone (from all backgrounds and abilities) a chance to join us, even if they may not fit all of the requirements set out in this job spec. We realise that some may be hesitant to apply for a role when they don’t meet 100% of the listed requirements – we believe in potential and will happily consider all applications based on the skills and experience you have, we’d love to be part of your growth and we encourage you to apply!

#experience-ledgrowth #customerexperience #accountmanagement #customersuccess #saas #experienceledgrowth #XLGLead #XLGSpecialist