Strategic Customer Success Manager

Responsibilities

Account & Relationship Ownership

• Manage a portfolio of approximately 10–14 strategic accounts, developing deep knowledge of each customer’s business, objectives, stakeholders, and success criteria.
• Serve as the primary post-sale owner for assigned accounts, accountable for overall customer health, retention, and growth.
• Build strong, multi-threaded relationships with customer stakeholders, including senior and executive leaders, and effectively navigate difficult or high-stakes conversations when required.

Execution of the Eptura Customer Success Rhythm

• Regular Cadence customer meetings
• Executive-facing Success Plans as living documents
• Quarterly Executive Business Reviews 
• Growth and Risk Signals 
• Ensure all success activities, plans, decks, notes, and actions are accurately logged and maintained in our CS CRM.

Value Realisation & Adoption

• Partner with customers to define, track, and measure business outcomes, ROI, and value realisation from Eptura solutions.
• Drive product adoption and expansion by aligning Eptura capabilities to customer goals, initiatives, and evolving needs.
• Identify and communicate opportunities for cross-sell, upsell, and broader platform adoption, in partnership with Sales and Account Executives.

Risk Management & Escalations

• Proactively monitor customer health, engagement, and risk signals to identify potential churn or underperformance early.
• Be a facilitator in escalations in line with Eptura’s formal escalation framework, coordinating Support, Product, Professional Services, Renewals, and leadership as required.
• Develop and execute Get-to-Green plans for at-risk accounts, keeping internal stakeholders and leadership informed throughout.

Cross-Functional Collaboration & Renewals

• Work closely with Account Executives and Renewal Specialists to support renewals, forecasting accuracy, and long-term account strategy.
• Effectively assemble and lead cross-functional account teams to deliver outcomes and resolve complex customer challenges.
• Ensure accurate forecasting, renewal intent, and account status are maintained in our CS CRM.

Operational Excellence & Continuous Improvement

• Maintain a high standard of operational discipline across all systems, ensuring clear visibility into account health, risks, and opportunities.
• Identify patterns and recurring themes across your accounts to inform product feedback, enablement needs, and Customer Success improvements.
• Actively contribute to global Customer Success initiatives, enablement programs, success storytelling, and continuous improvement efforts across the CS organisation

About you

• Customers consistently realising measurable value and outcomes from Eptura solutions
• Strong net retention, renewal performance, and account growth
• Predictable execution of the Strategic Customer Success Rhythm
• Clear, executive-level communication—internally and externally
• Are deeply customer-centric and focused on long-term partnership and value, not short-term tasks
• Have proven experience managing a strategic book of business in Customer Success
• Bring strong executive presence and are comfortable engaging, challenging, and influencing senior customer stakeholders
• Balance relationship-building with structured, data-driven execution
• Are comfortable with change and enjoy adopting new processes, tools, and ways of working
• Think strategically, but execute operationally with consistency and attention to detail
• Strong understanding of Customer Success as a discipline, including retention, growth, adoption, and value realisation
• Demonstrated experience with CS platforms and data sources such as Planhat, Gainsight, Totango, ChurnZero, and Salesforce
• Solid grasp of Customer Success metrics including Net Retention, Gross Retention, NPS, and Health Scores
• Excellent analytical skills, including strong Excel capabilities
• Experience working in B2B SaaS or enterprise software environments
• French and/or German language skills are a plus.

Benefits

• 25 Days Holiday 
• Additional Company Holidays throughout year
• Contributory Pension
• Life Insurance (DIS)
• Flexible Work Options

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• Eptura is an Equal Opportunity Employer. At Eptura we promote our flexible workspace environment, free from discrimination. We believe that diversity of experience, perspective, and background leads to a better environment for all our people and a better product for our customers. Everyone is welcome at Eptura, no matter where you are from, and the more diverse we are, the more unified we will be in ensuring respectful connections all around the world.