Customer Success Manager

Who you are

• This role is based in the UK. Professional proficiency in English is an essential requirement for the position
• Professional working proficiency in English is essential for this role
• Previous experience in Customer Success, Account Management, Client Management or another customer-facing role
• A consultative approach: you proactively advise customers rather than simply react to requests
• Strong ownership and autonomy in managing a customer portfolio
• The ability to build trusted relationships with senior stakeholders
• An analytical mindset, with the ability to use customer data to identify risks and opportunities
• Excellent communication, organisation and stakeholder management skills
• A genuine interest in customer experience, SaaS and building long-term customer partnerships
• The ability to manage priorities effectively across a high-volume portfolio
• Experience in SaaS, fintech, payments, accounting, ERP or financial software
• Experience working with Finance, Accounting or Operations teams
• Experience managing a mid-market customer portfolio at scale
• Experience with onboarding, adoption, retention, renewals or expansion
• Familiarity with tools such as Salesforce, HubSpot, Gainsight, Planhat, Intercom or similar platforms
• Experience working in a Customer Success and Account Management model

What the job involves

• At Spendesk, we help businesses take control of their spending through a powerful all-in-one platform for company cards, expenses, invoices, procurement and financial workflows
• As a Customer Success Manager, you will be the trusted partner of our UK customers. You will help Finance teams get measurable value from Spendesk, drive long-term product adoption and build strong partnerships with the people responsible for managing company spend
• This is not a support role. You will own a portfolio of mid-market customers, understand their business priorities, anticipate risks, support renewals and identify opportunities to help them get even more value from Spendesk
• You will work closely with Account Managers, Product, Marketing and Support to deliver an outstanding customer experience and make the voice of our UK customers heard across the company
• Manage a portfolio of approximately 120 to 150 UK mid-market customers
• Build strong relationships with Finance Managers, CFOs, Finance Directors and other key decision-makers
• Understand each customer’s business priorities, challenges and definition of success
• Advise customers on best practices and help them optimise their use of Spendesk
• Lead regular account reviews and develop success plans aligned with customer objectives
• Become a trusted advisor throughout the customer lifecycle
• Guide customers through onboarding and ensure a smooth transition into long-term adoption
• Monitor account health, product usage and engagement levels
• Identify risks early and take proactive action to prevent churn
• Help customers measure and communicate the business value and ROI of Spendesk
• Support customers through organisational changes, new stakeholders and evolving business needs
• Ensure customers continuously discover and adopt relevant Spendesk features
• Identify relevant upsell and cross-sell opportunities based on customer needs, usage and business context
• Partner closely with Account Managers to develop and convert expansion opportunities
• Support renewal discussions by ensuring customers clearly understand the value they receive
• Contribute to portfolio growth while maintaining a strong customer-first approach
• Share structured and actionable customer feedback with Product, Marketing and Sales
• Identify recurring customer needs, friction points and potential product improvements
• Support the launch and adoption of new features in the UK market
• Contribute to customer advocacy initiatives, including testimonials, referrals and case studies
• Help internal teams better understand the needs of UK Finance teams

Benefits

• Transport reimbursement: Monthly contributions to your transport card (metro, bus or train)
• Offsites and events: Regular team events to exchange with other Spendeskers and get to know each other better
• Annual leave: 28 days per year to rest and relax
• €50 on your Spendesk card: To buy anything you need for work
• For Spendeskers with kids: Generous parental leave & a lot of flexibility for working parents
• Great offices: In the hearts of Berlin, London, Madrid, and Paris