Customer Success Manager
Hybrid London Full-time Manager Customer Success
At a glance
Manager-level Customer Success role at Eptura. London · full-time · no salary stated · we estimate £55,830–£113,750.
Estimated pay
Eptura has not published a salary for this role. The figure below is our estimate, not theirs.
£55,830 – £113,750
What the middle half of mid-level customer success roles in London paid, among postings that did state a salary.
Worked out from 22 postings that stated pay, median £67,500. Last updated Oct 22, 2026.
RoleCustomer Success
SeniorityManager
LocationLondon
WorkplaceHybrid
EmploymentFull-time
PostedNov 6, 2026
Role brief
growthroles summary, based on the employer's posting.
What you'll do
- Own a focused set of complex accounts, keeping a close view of customer outcomes, risks, renewals and expansion
- Lead recurring customer sessions and executive reviews, tying the solutions in use to agreed business results
- Catch signs of customer risk early and organize internal teams around recovery steps and clear updates
- Coordinate with sales and renewals colleagues on forecasts, renewal plans and commercial growth opportunities
- Maintain current account records and pass recurring customer feedback to product and success teams
What you bring
- You have managed complex B2B relationships in SaaS, enterprise technology, professional services or a related solution-led setting
- You can demonstrate results across adoption, retention, customer value and account growth
- You can influence senior customer and internal stakeholders, including VP and C-suite leaders
- You bring strong analytical ability, careful operating habits and proficiency with Excel or similar tools
- You can lead customer sessions in German and English, including executive-level discussions
Who this fits
This manager-level role suits someone who can own a complex account portfolio and coordinate work across sales, renewals, support, services and product. The position is hybrid in London and serves customers including those in the DACH region, with customer meetings and executive reviews conducted in German.
From the employer
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.
Customer Ownership and Relationships
Customer Success Rhythm and Value Realization
Nice‑to‑have
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.
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.
- 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.
- 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.
- 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
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