Senior Customer Success Manager, Enterprise

Enable

Contract type

Ongoing

Work mode

Remote · UK

Experience

Senior · 6+ years

Job description

Senior Customer Success Manager, Enterprise at Enable, responsible for the success and value realization of the company's largest and most complex customers throughout their partnership. The role focuses on retention, expansion, and product adoption for Strategic and Enterprise accounts.

At a glance

Employment: Full-time
Work mode: Remote · UK

What you'll do

Build meaningful, long-lasting partnerships and be trusted as customers' strategic advisor to ensure retention and secure expansions
Expertly present to customer stakeholders from end users to C-level executives
Serve as the key escalation point for customer concerns and take ownership of risk mitigation and resolution plans
Work closely with team members and other departments to continually improve the offering, speak to data trends and improve customer offerings and/or processes
Gather customer feedback and collaborate with internal teams (Product, Sales, and Support) to ensure customer needs are addressed
Develop tailored Strategic Account plans to help customers achieve measurable outcomes and ROI from the software
Work closely with the assigned Manager of Implementations to empower customers to decommission legacy processes and become fully confident using Enable as their Rebate source of truth
Drive customers through the Enable Customer Journey, from early Onboarding stages to being fully adopted
Become the product consultant customers need to maximise their ROI with Enable and be the key escalation point of contact for customer concerns and/or risks
Continuously learn and upskill to become a rebate industry expert customers can rely upon for best practices
Directly maintain and, where required, drive product adoption and value for post-implementation stage customers
Drive Customer Loyalty and Satisfaction by proactively seeking out advocacy opportunities and managing NPS and CSAT metrics for assigned customers
Identify expansion opportunities, upsell, and renewal by understanding customer needs and aligning them with the product roadmap
Identify at-risk accounts early and develop strategies to mitigate churn
Set a leading example amongst CSMs and offer support, ideas and mentorship to peers
Align internal stakeholders and team members to drive customers to realise quantifiable business value from Enable
Proactively contribute to the Customer Success department, achieving their Quarterly Business Goals and OKRs
Identify and own new projects and initiatives to best support the team and customers
Maintain accurate customer records for assigned accounts in the Customer Success Platform, Planhat
Support the screening, interviewing and onboarding of new starters when requested

What we're looking for

Proven Customer Success management background with a minimum of 6 years of experience in the SaaS industry
Highly organized individual that can coordinate several senior stakeholders both internally and externally
Track record of high achievement in Customer Success roles, including positive expansion and retention metrics
Natural rapport builder and effective communicator at the C-Level, with a passion for driving positive changes and providing first-class service delivery to customers
Exceptional prioritization skills to balance internal projects and act as an escalation point for team and customer concerns
Ability to work well with internal teams, balancing team and customer success with company needs and opportunities
Adaptability to thrive in a fast-changing hyper-growth environment
Minimum of 6 years of experience in Customer Success management within the SaaS industry
Proven experience managing customers across Strategic and Enterprise segments
Proven track record of demonstrated success in achieving departmental and individual goals

Nice to have

Prior experience in the rebate or supply chain industry
Familiarity with Enable's offerings and customer base
Advanced training or certifications in Customer Success or related fields

Your team

Customer Success

Benefits

Ample days off + 8 bank holidays
Private Health Insurance: Health and life coverage for you and your family
Electric Vehicle Scheme
Lucrative Bonus Plan subject to company or individual performance
Equity Program with additional options tied to tenure and performance
Career Growth: internal mobility program
Training: access to a range of workshops and courses

Save

About Enable

Managing pricing and rebates shouldn't be a hassle.

Enable's intelligent platform is built for the speed of today's market, eliminating disconnects between pricing strategy and rebate execution. We help companies to increase profitability and simplify the complex with accurate, AI-powered insights, real-time performance monitoring, agreement optimization, and simplified rebate management.

Key facts

Secured $291M in Series A-D funding
Acquired Flintfox in 2025
Launched flagship product in 2016