We’re Xelix, an AI-powered Control Centre for Accounts Payable teams. We work with some of the largest global companies to automate and enhance their financial control processes. At the heart of our product, we leverage machine learning techniques developed by our AI Engineering team to provide a more sophisticated offering than existing solutions.
Things are going really well for us - we raised our Series A funding round from top investors, we’ve grown our team to almost 100, and we’ve won industry awards for our products.
About the role
We are looking for an experienced and hands-on Senior Customer Success Manager/Account Manager to join our fast-growing scale-up.
What you'll be doing
- Work with the other CSMs, founders and commercial teams on strategic topics, e.g., market trends & competitor analysis
- Work collaboratively with the commercial and technical teams to find the best product solutions.
- Communicate product deliverables and timelines to customers.
- Act as the voice of the customer internally and work closely with the Product team to help them prioritise the roadmap.
- Administer renewals and reduce churn while promoting the upsell of new Xelix products and expanding contract values.
- Proactively triage technical and non-technical queries and identify solutions with efficiency.
- Build relationships with multiple contacts within each customer, including executive sponsors, economic buyers & decision-makers, and influence leaders to drive change across the organisation.
- Consistently monitoring customer health & engagement. Proactively identifying churn risk and engaging internal stakeholders.
- Develop a deep understanding of a customer’s business priorities, objectives, challenges, architecture, and roadmap.
- Act as a consultant to some of our highest-tier customers; building CSPs, monitoring value realisation and preparing & presenting success metrics to the C-Suite.
What you’ll bring
- You’re a “do-er”, excited to make a difference and are passionate about delivering exceptional customer experiences.
- You have robust analytical and problem-solving skills.
- You are confident, high-energy, and personable with proven success in building relationships.
- You have strong attention to detail, with experience managing multiple complex work streams at once.
- You have clear and accurate verbal and written communication skills.
- You are a good time manager & well-practised at prioritisation, maximising both your own time and that of others.
- You are a speedy learner with the ability to grasp new technologies, product features & processes quickly and use that knowledge to educate your customers.
- You have proven success in managing cross-sells, upsells and renewals without assistance. (MEDDIC experience ideally)
- You have a proven track record of identifying at-risk customers and driving complex resolution plans.
- You have ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels.
- You have at least 3 years of relevant experience in Customer Success and/or Sales and/or Project Management in a fast-paced tech company.
What we offer in return
💰 Competitive salary of £55,000 - £70,000 depending on experience + commission
🏝️ 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days
🏡 Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym
🏥 Comprehensive private medical & dental cover with Vitality
🍼 Enhanced parental leave pay
📚 Learning & development culture – £500 personal annual budget
🌍 We’re carbon-neutral and are working towards ambitious carbon reduction goals
🎯 Lots of team socials & activities
☀️ Annual team retreat
Want to learn more?
We believe that people from diverse backgrounds, with different identities and experiences, make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!
If you're a recruiting agency, we have an existing list of agencies we work with, and we are not currently planning on expanding the list. Neither the Talent team nor hiring managers nor the Support team will respond to cold outreach.
This is a full-time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.
Department: Customer Success
Role: Senior Customer Success Manager
Locations: London
Remote status: Hybrid
Yearly salary: £55,000 - £70,000
Employment type: Full-time
