Customer Success Manager

The role

You will own the customer lifecycle from strategy to renewals. You will act as a strategic, data-driven partner to help customers achieve measurable success with the Hook platform.

What you will do

• Drive measurable customer value tied to revenue retention and growth
• Lead renewals, expansion opportunities, and commercial negotiations
• Identify and close expansion opportunities through strategic account planning and stakeholder engagement
• Project manage success plans and run strategic reviews
• Develop deep knowledge of Hook's platform and coach customers on best practices
• Build credibility with CSMs, revenue leaders, and executives
• Engage cross-functionally with customers across revenue, operations, product and data teams
• Work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned
• Iterate on processes and approach to set benchmarks for customer success excellence

Required qualifications

• Prior experience in a Customer Success or Account Management role, in a SaaS environment
• Strong technical aptitude
• Proven track record achieving commercial targets, including renewals and expansion
• Exceptional communication skills
• Experience building outcome-driven customer success plans
• Experience managing multiple workstreams simultaneously
• Organised and proactive

Benefits

• 27 days holiday (option to buy and sell holiday) + bank holidays
• Private health insurance
• Flexible monthly wellness allowance for gyms, yoga, mental health & healthy food
• Annual learning & development budget
• Flexible working
• The best equipment

About the company

Hook is a Series A company that uses AI and Machine Learning to help businesses predict revenue and drive customer loyalty. They are a fast-growing startup that has raised multi-million in funding from investors like Balderton Capital and Lightspeed.