Customer Success Manager (XLG Specialist)

Our mission is to help large, successful brands like Uber, Amazon, Wise, HelloFresh, and more put their customers at the centre of everything they do. Using best-in-class tech in a fast-developing AI space, our Customer Experience Intelligence (CXI) platform continuously analyses explicit and implicit customer feedback to enable our clients to identify what they should do next. We're looking for a talented Customer Success Manager (Experience-Led Growth Programme Specialist) to join the team! You’ll be delivering insight-led value to our high-potential accounts. This means you will: Conduct Use Case Health Assessments (UCHAs) to surface blockers, opportunities, and strategic actions. Develop insight-driven action plans that connect customer goals with platform capabilities and measurable KPIs. Build insight-led action plans and align KPIs with customer goals. Own the renewal process in Silver tier accounts. Collaborate cross-functionally with Analysts, Tech Support, and Product to ensure the successful implementation of use cases. Track adoption in your accounts, escalate any risks, and proactively secure renewals aligned to business impact. Contribute to team enablement by mentoring and sharing process improvements.