Customer Success Manager

2 weeks ago

London, Greater London, United Kingdom Element - creators of Matrix Full time £60,000 - £100,000 per year

Who We Are
Element is a secure, sovereign, and interoperable communications platform for government, defence, and public sector organisations. We're building on the open Matrix protocol—a decentralized standard developed by our team—to help organisations control their communication infrastructure.

The Role
As a Customer Success Manager (CSM) at Element, you'll lead the post-sale customer relationship, ensuring our customers achieve tangible value from our products and services. You'll be measured by customer satisfaction, adoption, and retention, working across functions to help customers meet their business objectives while championing their needs within Element.

You will collaborate closely with:

  • Pre-Sales Team (Account Executives and Pre-Sales Engineers) to ensure a smooth handover into the post-sales lifecycle
  • Account Managers to support renewal and account growth
  • Technical Account Managers to resolve technical barriers and drive adoption
  • Product Delivery teams to influence the roadmap and oversee customer-sponsored development projects

This is a high-impact role at the intersection of product, delivery, and customer engagement.

Responsibilities

  • Own the onboarding journey, including customer handover from Sales and the development of tailored onboarding plans
  • Deliver customer training sessions and workshops to drive adoption
  • Become a product expert, delivering training to drive adoption
  • Support product provisioning and ensure successful technical rollout (in partnership with TAMs)
  • Maintain regular customer contact, building trusted relationships with stakeholders at all levels
  • Capture and share customer insights, ensuring feedback flows effectively into Element

  • Act as a customer advocate:

  • Escalate and resolve urgent issues impacting success

  • Influence longer-term product roadmap decisions based on customer needs

  • Partner with Account Managers on renewals and account growth opportunities

  • Track and report on customer outcomes, adoption trends, and satisfaction

Requirements
Must-Have

  • Excellent communication and stakeholder management skills
  • Proven experience in customer-facing roles, ideally serving enterprise or government clients
  • Professional-level English (C1+)

Nice-to-Have

  • German language skills (C1+)
  • Account Management experience including dealing with renewals and contracts
  • Familiarity with decentralised systems, open source software, VoIP, or end-to-end encryption
  • Knowledge of mobile platforms (iOS, Android) and mobile device management
  • Existing security clearance (UK, SÜ2 in Germany, or equivalent)

Benefits

  • Meaningful, mission-driven work in open source
  • 40 days of annual leave (incl. local public holidays)
  • Private healthcare (depending on location)
  • Share options
  • Flexible hours and remote-first culture
  • Family-friendly environment
  • Annual bonus subject to individual and company performance

Our Values

  • We care about the greater good
  • We work together in the open
  • We are proud of how we serve our customers
  • We are ambitious and iterate rapidly

Equality, diversity, and inclusion
Element does not discriminate on the basis of race, sex, colour, religion, age, national origin, marital status, disability, veteran status, genetic information, sexual orientation, gender identity or any other reason prohibited by law in provision of employment opportunities and benefits.

Your personal data will be processed in accordance with our Careers Privacy Policy.

  • Director of Customer Success

    17 hours ago

    London, Greater London, United Kingdom ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Full time £100,000 - £120,000 per year

    The Company:Leaders in the Health-Tech space with, with a huge global client baseWork with a highly skilled leadership team and an exceptional Global Revenue LeaderWell-established, but going through an exciting transformation phase A great time to joinThe Opportunity:Join this incredibly well-established business, providing a market leading service, to a...

  • Associate/Vice President Retirement Specialist

    7 days ago

    London, Greater London, United Kingdom Oleeo Customer Success Full time £60,000 - £120,000 per year

    About this role:We are actively seeking client-facing sales professionals with a proven successful track record of managing an assigned territory to help identify, develop, and own client relationships. As the world's largest asset manager, BlackRock has product and solution offerings for almost any investor's needs. In this role, you will be directly...

  • customer success manager

    3 days ago

    London, Greater London, United Kingdom Sigma Consulting Group Full time £20,000 - £70,000 per year

    CUSTOMER SUCCESS MANAGER Location: London (Hybrid) (UK-Based) Salary: £40,000 + Retention Bonus + Equity Job Category: Hybrid Job Type: Full Time Department: Customer Operations About Zenrox Zenrox Healthcare UK provides an AI-powered procurement platform for NHS trusts, private hospitals, and healthcare facilities. Our ZenroxIQ platform delivers 1520% cost...

  • Manager, Customer Success

    2 days ago

    London, Greater London, United Kingdom Mimecast Full time £56,000 - £84,000

    Are you a motivated, customer-focused leader ready to take your career — and a high-performing team — to the next level? At Mimecast, we're on a mission to deliver best-in-class customer experiences while helping organisations around the world maximize value from our cybersecurity and human risk management solutions.We're looking for an experienced...

  • Customer Success Manager

    3 days ago

    London, Greater London, United Kingdom Akeneo Full time £40,000 - £80,000 per year

    Akeneo is the Product Experience (PX) company and global leader in Product Information Management (PIM), creating a world where every product interaction is an experience that guides consumers and professionals to the best purchase, anytime, anywhere.We're all about experience - from the best-in-class product we build to the inspiring environment we create...

  • Customer Success Manager

    7 days ago

    London, Greater London, United Kingdom CybSafe Full time £60,000 - £100,000 per year

    THE JOB: CUSTOMER SUCCESS MANAGERAs a Customer Success Manager (CSM), you'll be responsible for owning the relationship and driving the value for our largest customers - by size and value. You will own our most strategic customer relationships and help them reduce human cyber risk.You will advise our customers on how to maximise value from their current plan...

  • Customer Success Manager

    3 days ago

    London, Greater London, United Kingdom PROS Full time £60,000 - £120,000 per year

    As a Customer Success Manager (CSM), you will work with the growing number of PROS customers to manage the customer relationship throughout the entire customer lifecycle. You will be responsible for the adoption and continued satisfaction with the PROS solutions. The CSM is introduced to the client during the Sales process and assumes full account ownership...

  • Customer Success Manager

    7 days ago

    London, Greater London, United Kingdom BioPhorum Full time £60,000 - £80,000 per year

    Established in 2004, BioPhorum is a business-to-business membership organisation that has created an unparalleled environment for life science companies and executives, to collaborate and accelerate progress across the sector. The company uses a subscription model and has created 12 highly targeted "Phorums" (forums) with tailored content across multiple...

  • Customer Success Manager

    13 hours ago

    London, Greater London, United Kingdom BioPhorum Full time £40,000 - £80,000 per year

    Established in 2004, BioPhorum is a business-to-business membership organisation that has created an unparalleled environment for life science companies and executives, to collaborate and accelerate progress across the sector. The company uses a subscription model and has created 12 highly targeted "Phorums" (forums) with tailored content across multiple...

  • Customer Success Manager

    5 days ago

    London, Greater London, United Kingdom GTreasury Full time

    Customer Success Manager (EMEA, Hybrid)Job SummaryGTreasury is the leading innovator of integrated SaaS treasury and risk management solutions for the digital treasurer. Developed using the latest technology, GTreasury helps empower organizations on their path to strategic treasury, by enabling total visibility into their cash, liquidity, payments and...