Senior Customer Success Manager

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

Job summary

A leading AI company in London seeks a Customer Success Manager to drive business impact across high-value customers. This role entails owning the entire customer journey, from onboarding to managing ongoing success, with a strong focus on building long-term relationships. Candidates should have over 5 years of customer-facing experience in SaaS or tech, exceptional communication skills, and a proactive approach. The position requires working onsite three days a week to foster collaboration.

Qualifications

• 5+ years in a customer-facing role in SaaS, AI, or GTM tech.
• Strong understanding of the go-to-market landscape.
• Proactive and resourceful with a builder's mindset.

Responsibilities

• Act as a trusted advisor to C-level and VP stakeholders.
• Drive adoption, onboarding, and expansion across teams.
• Manage renewals, upsell, and product stickiness.

Skills

Customer Success

Account Management

Sales Support

Communication

Relationship Building

Job description

About 11x

At 11x,-current building autonomous digital workers that handle routine work end-to-end, freeing humans to focus on what they do best—creating, innovating, and building meaningful relationships. We're one of the world’s fastest growing AI companies. We've achieved a 20x increase in ARR and raised $75M+ from leading investors including a16z and Benchmark. Our team works in-person in our San Francisco office.

About the Role

We’re looking for a Customer Success Manager who is energized by the challenge of scaling new go-to-market motions and driving business impact across a portfolio of high-value customers.

At 11x, we call this a Full Stack CSM Հով you’ll own the entire customer journey: from onboarding and consulting on use cases, to managing ongoing success and even leading commercial conversations. You won’t just manage accounts—you’ll serve as a strategic advisor to executive stakeholders, deeply embed yourself in customer workflows, and proactively identify opportunities to expand adoption and value. Ideal candidates have hands‑on GTM experience—whether through sales, partnerships, business development, or supporting go‑to‑market tools—and are passionate about building long‑term relationships that lead to outsized outcomes.

What You’ll Do

• Act as a trusted advisor to C-level and VP stakeholders, aligning our digital workers to their strategic goals and success metrics
• Drive adoption, onboarding, and expansion across teams by surfacing new use cases, leading training sessions, and articulating impact
• Own and grow your book of business, with a strong focus on renewals, upsell, and product stickiness
• Partner cross‑functionally with product, engineering, and GTM teams to shape roadmap, resolve friction, and co‑create scalable success
• Contribute to the broader customer ecosystem—developing playbooks, leading community events, and sharing insights

Requirements

• 5+ years in a customer-facing role (Customer Success, Account Management, Business best etc.)—preferably in SaaS, AI, or GTM tech
• A strong understanding of the go‑to‑market landscape—you’ve either carried a quota, supported sales teams, or helped deploy tools used by GTM orgs
• A builder’s mindset: proactive, resourceful, and unafraid to get hands‑on in a fast‑moving environment
• Exceptional communicator and relationship-builder, comfortable engaging senior execs and managing complex projects
• You sweat the details, thrive on ownership, and are motivated by helping customers win
• Onsite in our London office three days a week—this role is highly collaborative and benefits from being in the room