CSM Manager

Attio Ltd; Greater London; Hybrid; GBP 70,000 - 90,000; Full time

Job summary

A leading tech company in London seeks a Customer Success Leader to coach a team and enhance customer experiences in a technical product environment. The ideal candidate will have over 3 years of experience leading teams and 4 years in customer-facing roles. Responsibilities include driving customer renewals, churn reduction, and collaborating with cross-functional teams. This full-time role offers a hybrid working model as part of a dynamic and fast-growing organization.

Qualifications

• 3+ years building successful teams and coaching Customer Success Managers or Account Managers.
• 4+ years in a customer-facing role for a technical product.
• Ability to thrive in fast-moving, early stage environments.

Responsibilities

• Hire and coach a team of Customer Success Managers.
• Drive renewals, reduce churn, and identify opportunities for expansion.
• Establish playbooks, health scoring, and reporting.
• Collaborate with Marketing, Operations, Product, and Engineering teams.
• Track and report on key metrics like NRR and customer satisfaction.

Skills

Coaching

Data Analysis

Customer Empathy

Cross-functional Collaboration

Job description

Coach a team of Customer Success Managers to deliver exceptional customer experiences

Location

London [Hybrid]

Engagement Type

Full-time

Attio is on a mission to redefine CRM for the AI era.

We’re building the first AI-native CRM — designed for the most ambitious go-to-market teams. We recently announced our $52M Series B , led by GV (Google Ventures), with support from Redpoint, Balderton, Point Nine, and 01A. Our team thrives on solving complex technical challenges, delighting our users, and setting a new standard for the industry.

About the role

Our CSM team is deeply solution-oriented. We put the customer first, move fast, and think strategically, delivering value throughout the entire customer journey. We’re not just here to hit numbers. We’re here to help our customers grow, and to shape the next generation of go-to-market.

We’re looking for a customer success leader who’s strategic, detail-oriented, and a proactive mentor. This is a senior leadership role reporting directly to the VP of Sales and Success, and responsible for driving significant portions of our GTM success.

What you'll do

Hire and coach a team of Customer Success Managers to deliver exceptional customer experiences with a technical product in both 1:1 settings and through scaled programs

Drive renewals, reduce churn, and identify opportunities for expansion in partnership with Sales and Product teams

Establish playbooks, health scoring, and reporting to help the team scale effectively as the customer base grows

Collaborate closely with partners across Attio in Marketing, Operations, Product and Engineering to solve for our customers’ experience and inform Attio’s product roadmap

Track and report on key metrics like NRR, churn, onboarding success, and customer satisfaction

What you’ll bring

3+ years building successful teams and coaching CSMs or Account Managers

4+ years in a customer-facing role for a technical product

A deep empathy for customers paired with the ability to balance their needs with company goals

Strong data orientation and passion for using analysis to guide strategy and measure impact

Passion for the CRM space and improving how businesses go-to-market

Clear experience working cross-functionally on strategic projects

Ability to thrive in fast-moving, early stage environments

What does the hiring process look like?

30-minute introductory phone call with a member of our Talent team

30-minute interview with our VP of Sales and Success

45-minute technical case interview

Three 30-minute interviews with relevant stakeholders

30-minute closing conversation with our CEO