Enterprise Customer Success Manager

PostGrid Inc.; United Kingdom; On-site; GBP 60,000 - 80,000; Full time

Job summary

A leading SaaS provider in the UK is seeking an Enterprise Customer Success Manager to oversee customer accounts and drive retention. You will lead onboarding sessions, monitor customer success metrics, and identify growth opportunities. The ideal candidate has 3-5 years of experience managing enterprise accounts, is proficient with customer success platforms, and possesses strong communication skills. This role offers competitive compensation and opportunities for professional growth.

Benefits

Competitive pay

Flexible work

Learning-obsessed culture

Qualifications

• 3-5 years of experience in an Enterprise Customer Success or similar client-facing role.
• Proven track record of exceeding retention and renewal targets.
• Experience using Customer Success platforms.

Responsibilities

• Lead strategic onboarding sessions for customers.
• Monitor customer health scores and identify risks.
• Conduct Quarterly Business Reviews with customers.
• Identify expansion opportunities within the portfolio.
• Serve as the primary contact for customer issues.
• Maintain accurate customer records in CRM systems.

Skills

Customer success methodologies

Relationship building

Communication skills

Data analysis

Tools

Gainsight

SQL

Business intelligence tools

Job description

PostGrid is a global leader in enterprise SaaS platform for automated offline communications. Our robust APIs empower organizations to create, personalize, and dispatch physical mail letters, postcards, checks, and more to any address on the globe without ever touching an envelope, while ensuring clean address data. Operating at massive scale across multiple regions, we’re redefining how brands connect with people beyond the inbox. If you’re driven to build category-defining technology and want to shape the future of offline communications, join our high-caliber team and help us transform the way the world sends mail.

About The Team

The Customer Success team is the engine of customer advocacy and growth at PostGrid. We are a dynamic, strategic group dedicated to ensuring our enterprise customers achieve maximum value from our platform, driving long-term retention and expansion. We act as a critical bridge between our clients and our internal teams, fostering deep, enduring partnerships that are essential for our continued success.

What you’ll do

As an Enterprise Customer Success Manager, you will be a trusted strategic partner to our key enterprise accounts in the UK. You will own the post-sale customer lifecycle for a high-value portfolio, acting as a guide and an advocate to ensure our clients successfully adopt, utilise, and grow with our platform. You will be instrumental in translating customer goals into actionable success plans that not only drive retention but also generate significant net-revenue growth.

Your Responsibilities

• Strategic Onboarding & Planning: Lead strategic onboarding sessions and collaborate with customers to develop tailored success plans that align with their business objectives and expected outcomes.
• Proactive Engagement: Monitor customer health scores, usage metrics, and product adoption to proactively identify opportunities and mitigate risks.
• Business Partnership: Conduct regular and comprehensive Quarterly Business Reviews (QBRs) to showcase ROI, share best practices, and align PostGrid’s roadmap with the customer’s long-term strategy.
• Expansion & Growth: Identify and nurture expansion opportunities, collaborating closely with our Account Executives on upsells and renewals to grow your portfolio.
• Cross-Functional Advocacy: Serve as the primary point of contact for your accounts, working with our Support and Engineering teams to troubleshoot product issues and provide the voice of the customer to influence product development.
• Data Management: Maintain accurate customer records, activity logs, and forecasts in our CRM and customer success platforms.

What Will You Bring To This Role

You are a proactive and strategic individual with a proven track record of managing high-value enterprise accounts in a SaaS environment. You have a deep understanding of customer success methodologies and are a natural relationship builder. Your ability to combine a strategic mindset with strong execution will be critical to your success in this role.

• 3-5 years of experience in an Enterprise Customer Success, Solutions Account Management, or similar client-facing role, ideally within a B2B SaaS or API-driven company.
• Proven track record of hitting and exceeding customer retention and renewal targets.
• Strong understanding of customer health metrics and experience using Customer Success platforms (e.g., Gainsight, Catalyst, Totango).
• Excellent communication, presentation, and negotiation skills, with the ability to translate data into compelling narratives.
• Experience managing a high-value portfolio of enterprise accounts in a dynamic, fast-growth environment.

Preferred Qualifications

• Experience with direct mail, martech, or logistics products.
• Proficiency with SQL or business intelligence (BI) tools for in-depth data analysis.
• Certification in customer success frameworks (e.g., SuccessHACKER).
• Prior experience managing enterprise clients in regulated industries

Our Commitment to Diversity

PostGrid is an equal opportunity employer and values the diversity of backgrounds and perspectives. We strive to cultivate an inclusive environment of understanding to have a greater impact on our business and our customers. We encourage applicants from underrepresented groups and do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, disability status, or criminal history, in accordance with applicable local, state, and/or federal laws.

Ready to make your mark?

Join PostGrid’s tight-knit, high-energy team and build technology that powers global offline communications. With competitive pay, flexible work, and a learning-obsessed culture, you’ll ship bold ideas fast and see your impact instantly. Hungry for challenge and craftsmanship? Apply today and help us reinvent how the world connects beyond the inbox.