- Location
- London, United Kingdom
- Type
- Full-time
- Department
- Customer Service
- Seniority
- Manager
- Source
- Pinpoint
Description
Customer Success Manager
Department: Customer Success
Employment Type: Full Time
Location: London - UK
Description
Shape the Future of Work with Eptura
At Eptura, we're not just another tech company—we're a global leader transforming the way people, workplaces, and assets connect. Our innovative worktech solutions empower 25 million users across 115 countries to thrive in a digitally connected world. Trusted by 45% of Fortune 500 companies, we're redefining workplace innovation and driving success for organizations around the globe.
Job Description
As a Customer Success Manager (CSM), you will own the post-sale relationship for a focused portfolio of customers. You will help customers realize measurable value from Eptura solutions by driving adoption, building strong stakeholder relationships, managing risk, supporting retention and identifying opportunities for growth. You will act as the central point of coordination across Sales, Renewals, Support, Professional Services and Product, and as the first escalation point for your customers. You will typically manage a focused portfolio of complex B2B customers (including in the DACH region), where you are accountable for overall health, retention and growth and will regularly lead customer meetings and executive reviews in German.
Job Description
As a Customer Success Manager (CSM), you will own the post-sale relationship for a focused portfolio of customers. You will help customers realize measurable value from Eptura solutions by driving adoption, building strong stakeholder relationships, managing risk, supporting retention and identifying opportunities for growth. You will act as the central point of coordination across Sales, Renewals, Support, Professional Services and Product, and as the first escalation point for your customers. You will typically manage a focused portfolio of complex B2B customers (including in the DACH region), where you are accountable for overall health, retention and growth and will regularly lead customer meetings and executive reviews in German.
Responsibilities
Customer Ownership and Relationships
- Manage a focused portfolio of accounts and develop a strong understanding of each customer’s business, objectives, stakeholders and success criteria.
- Build trusted, multi-threaded relationships across customer teams, including senior and executive stakeholders, and confidently manage difficult conversations.
- Maintain clear ownership of customer health, actions, risks, renewal intent and growth opportunities.
Customer Success Rhythm and Value Realization
- Lead regular customer cadences, maintain Success Plans and deliver Executive Business Reviews that connect Eptura solutions to agreed outcomes.
- Drive product adoption and help customers measure value, ROI and progress against their goals.
- Keep customer plans, notes, actions and account information accurate and current in the CS CRM.
Risk, Retention, and Growth
- Proactively monitor engagement, adoption and customer health to identify risk early and develop clear Get-to-Green plans.
- Coordinate cross-functional teams through escalations, ensuring actions, ownership and customer communication remain clear, and reset expectations where needed.
- Partner with Account Executives and Renewal Specialists on renewal strategy, forecasting and commercial opportunities, including cross-sell and upsell.
Collaboration and Continuous Improvement
- Bring together the right internal teams to resolve customer challenges and deliver agreed outcomes.
- Share customer insight and recurring themes to inform Product, enablement and Customer Success improvements.
- Contribute to Customer Success initiatives, best-practice sharing and customer success stories.
About You
- Experience owning complex B2B customer relationships in SaaS, enterprise technology, professional services or another solution-oriented environment.
- Strong customer and commercial judgement, with a track record of driving adoption, retention, value realization and growth.
- Confidence engaging and influencing senior stakeholders, including VP/C‑suite, internally and externally.
- A structured, data-led approach with strong operational discipline and attention to detail.
- Strong analytical skills and proficiency with Excel or similar tools.
- Professional fluency in German and English, including the ability to lead customer meetings and executive reviews in German.
Nice‑to‑have
- Prior experience in a formal Customer Success role.
- Hands‑on experience with CS platforms such as Planhat, Gainsight, Totango or ChurnZero.
- Familiarity with Net Retention, Gross Retention, NPS and Health Scores, and how they are used to manage a portfolio.
- Experience running Success Plans and Executive Business Reviews.
- Professional fluency in French preferred
Benefits
- 25 Days Holiday
- Contributory Pension
- Life Insurance (DIS)
- Eye care vouchers
- Flexible working
Eptura Information
- Follow us on Twitter | LinkedIn | Facebook | YouTube
- At Eptura, we believe strong teams are built through collaboration, flexibility, and a range of perspectives grounded in skill and experience. We strive to create an environment where people can do their best work, contribute meaningfully, and grow alongside our business.
Skills
Excel
Languages
German