Customer Success Manager

The Role

Sitting in the Central London office alongside your core UK team, you will act as the operational engine managing scaled (1:many) customer success programmes supporting the Australian market and APAC region.

This is a hands-on execution role rather than a high-level strategy position. You will roll up your sleeves to monitor and run existing onboarding, customer save, activation, and upsell programmes, while designing pragmatic experiments with third-party contact centres to drive incremental revenue and retention.

Key Responsibilities

• Programme Execution & Monitoring: Manage the day-to-day delivery of established scaled customer success programmes across customer onboarding, activation, save motions, and upsell initiatives.
• Experimentation & Optimization: Proactively run iterative tests and data-driven experiments on existing workflows to move the needle on customer retention and revenue generation.
• Contact Centre Collaboration: Partner closely with an outsourced contact centre (BPO) based in the Philippines, leveraging front-line agents and human-assisted interactions to execute revenue-driving customer journeys.
• Cross-Regional Stakeholder Management: Collaborate daily with local team members in London, a small stakeholder group in Sydney, Australia, and international operations teams.
• Delivery & Problem Solving: Bridge gaps, track delivery milestones, and move projects pragmatically from inception through to execution without waiting for rigid playbooks.

This role could be right for you if you have:

• Scaled / 1:Many Background: Proven experience in Scaled Customer Success, Tech-Touch CS, or high-volume/low-ACV SaaS customer operations (this role is not suitable for high-touch/white-glove enterprise account managers).
• Execution-First Mindset: A proactive, self-starter attitude-comfortable getting into the details, executing existing workflows, and driving experiments rather than building abstract high-level strategy.
• BPO / Contact Centre Exposure: Experience collaborating with or driving revenue/retention initiatives through internal or third-party outsourced contact centres is a strong advantage.
• Collaboration & Delivery: Excellent interpersonal and communication skills to work effectively across dispersed, cross-functional teams in the UK, Australia, and the Philippines.