Customer Success Manager

Voice AI Space; London; Hybrid; GBP 50,000 - 70,000; Full time

Job summary

A leading AI technology company in London is seeking a Customer Success Manager to deepen customer relationships and drive product utilization. The ideal candidate will manage a diverse portfolio, ensuring renewals and growth within accounts. Responsibilities include collaborating cross-functionally, communicating customer insights, and adopting a proactive, customer-focused approach. This role is pivotal in enhancing the customer experience and will come with flexible working arrangements.

Benefits

Flexible working

Private Medical and Dental insurance

Generous holiday allowance

Working from home allowance

Parental leave support

Qualifications

• Proven experience in Customer Success or Account Management in a fast-paced environment.
• Commercially driven mindset with experience owning renewals and growth opportunities.
• Strong communicator with additional language skills as an advantage.

Responsibilities

• Manage a diverse book of business worth c.£2M ARR including strategic accounts.
• Own all aspects of the customer lifecycle and renewal processes.
• Collaborate closely between teams to champion customer needs.

Skills

Customer Success

SaaS

AI/ML

Account Management

Communication

Job description

Overview

Speechmatics is a cutting-edge AI company breaking down cultural barriers by building diverse and inclusive speech technology. We’re looking for a Customer Success Manager to join our ambitious and collaborative team. In this commercial, customer-facing role, you’ll help customers realise the full value of Speechmatics’ technology by building strong relationships, driving product usage, and leading renewals and account growth. You’ll act as the voice of the customer across the business, collaborating with cross-functional teams to ensure customer needs are understood and reflected in our roadmap.

Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We believe in putting people first and will support your development with tools to thrive. We operate a hybrid model with 2-3 designated office days each week to balance remote work with in-person collaboration.

What you'll be doing

• Manage a diverse book of business c.£2M ARR; including strategic accounts
• Own all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion (post-12-month mark)
• Build deep knowledge of each customer’s use case, helping them drive value through new product feature adoption and expansion into new markets
• Full ownership of renewals, cross-sell and upsells
• Collaborate closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned delivery and feedback loops
• Work hand-in-hand with Sales Engineers to deliver technical support and ensure our customers have an optimised solution
• Regularly communicate performance, risks, and opportunities across your accounts to internal stakeholders

Who we're looking for

• Proven experience in Customer Success or Account Management in a fast-paced environment; ideally in SaaS, AI/ML, or API-based technology
• A commercially driven mindset with experience owning renewals, negotiating contracts, and identifying growth opportunities
• Strong communicator, both written and verbal. Additional language skills; particularly Spanish, would be a strong advantage but are not required
• Thrives in a start-up or scale-up culture; proactive, adaptable, and ready to get stuck in
• Able to navigate technical conversations confidently and work cross-functionally with internal teams
• Organised and analytical, with the ability to present data and insights clearly to drive decision-making
• A genuine interest in speech technology, AI, and delivering long-term customer value

We encourage you to apply even if you do not feel you match all of the requirements exactly. The list of requirements is intended to show the kinds of experience and qualities we’re looking for, but it is not exhaustive. If you are interested in the role, the team, and our mission, we would love to consider your application. We are always open to conversations and look forward to hearing from you.

Who we are

Speechmatics is the leading expert in Speech Intelligence, and uses AI and Machine Learning to unlock business value in human speech worldwide. We work with a mix of global companies, and our technology can integrate into our customers' stack irrespective of their industry or use case, making it the go-to solution to harness useful information from speech.

Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. Our focus Fridays provide a focused day, balanced with team meetings on other days to maintain collaboration. We offer a hybrid approach with 2-3 in-office days and remote work.

What we can offer you: we support training and development, flexible working, regular lunches, birthday celebrations, private medical and dental for you and your family, global opportunities, generous holiday allowance, pension/401K matching, and a home office allowance. We also provide parental leave support and reproductive health services where available.

At Speechmatics, our mission is simple: Understand Every Voice out there. We welcome diverse experiences, viewpoints, and identities and strive to create a workplace that is inclusive and respectful for all.

For more information on us, please visit our website and follow Speechmatics on social channels: Twitter, Facebook, LinkedIn, and YouTube.