Senior Customer Success Manager (Enterprise)

The roleCostPerform is looking for a Senior Customer Success Manager who will play a key role in ensuring long-term customer success while helping professionalise and evolve our post-sales organisation.This is not a narrow or purely operational CSM role. You will operate at the intersection of customer relationships, implementation, commercial growth and internal improvement initiatives. The role suits someone who enjoys ownership, context-switching, and bringing structure to an environment that is growing in maturity.CostPerform is a financially stable SaaS company with a long track record. We are entering a next phase where scalability, data-driven decision-making and post-sales excellence become increasingly important — without the chaos or pressure of a startup.What You’ll Be DoingCustomer ownership & relationship managementTake over accounts after sales handover and own the long-term relationshipBuild strong, trust-based relationships with senior stakeholdersAct as the primary point of contact for strategic and functional topicsEnsure customers feel supported, understood, and challenged where neededValue, adoption & retentionDrive adoption of the platform across use cases and teamsHelp customers translate CostPerform insights into real business decisionsReduce churn by embedding the product deeply into customer processesIdentify underused features and opportunities to increase valueUpsell & expansion (value-driven)Identify and develop upsell opportunities based on customer needsWork closely with Sales on expansion opportunities and timingContribute to revenue growth without “hard-selling”Balance commercial responsibility with long-term customer trustInternal collaboration & structureWork closely with Sales, Product, Support, and our Implementation partnersHelp professionalise handovers, account rhythms, and HubSpot hygieneContribute to clearer processes, dashboards, and customer segmentationAct as a senior sparring partner within the Customer Success teamWho We’re Looking ForWe’re looking for a senior Customer Success professional who enjoys complexity, ownership, and long-term customer relationships.You likely bring:Proven experience working with complex, enterprise-level customers and multiple stakeholdersStrong communication skills — you can read the room, lead conversations and bring clarity when things get tenseComfortable operating in an environment where roles are still evolving and where you can introduce constructive frictionData-savvy and process-minded; experience with CRM and CS tooling (HubSpot is a strong plus)Affinity with finance, consultancy or data-heavy software is a plus, not a requirementExcellent English (near-native); experience with US customers is a strong advantageYou are:A Customer Success professional who chose this path deliberatelyComfortable combining relationship management with commercial responsibilityStructured and disciplined, but pragmatic in executionConfident, calm, and able to bring stability to a growing teamCurious and capable of learning a complex product and domainWhat We OfferA senior, high-impact Customer Success roleOwnership of complex, enterprise-level customer relationshipsInfluence on how Customer Success is shaped and scaledHybrid working modelCompetitive salary with performance-based upsideNon-contributory pension plan and full travel reimbursement.A pragmatic, ambitious, and collaborative cultureAbout CostPerformCostPerform is a fast-growing international fintech and B2B SaaS company, trusted by 200+ organisations worldwide to solve complex cost and performance challenges.Our software supports large, often complex organisations in gaining deep insight into costs, profitability, and financial performance — enabling better decision-making at CFO and enterprise level.We work across industries including financial services (insurance and banking), telecom, government, and manufacturing, serving both the private and public sectors.CostPerform operates in environments where standard ERP or BI tooling is not sufficient, and our platform is frequently implemented alongside major enterprise systems through close collaboration with partners and integrators.Culture at CostPerformCostPerform’s culture is deeply rooted in the dynamic spirit of a scale-up environment, fostering continuous growth, innovation, and adaptability. Our four core values guide how we work together and how we collaborate with customers and partners:Growth: We encourage our team to embrace challenges as opportunities for personal and professional development, contributing to the organisation’s overall advancement.Quality: We are committed to delivering high-quality products and services, reflected in our attention to detail and pursuit of excellence.Trust: Trust forms the foundation of our culture, extending from team members to clients and partners, and enabling strong, long-lasting relationships.Connection: We value meaningful connections within our team and beyond, recognising that a connected and engaged organisation is more innovative and resilient.