Strategic Customer Success Manager (Basingstoke)*
Recruiter: MFK Recruitment Ltd
Location: Fully remote, UK - The successful candidate must be based within reasonable travelling distance of Basingstoke and able to attend quarterly company and team meetings. Some flexibility will also be required when supporting customers across international time zones.
Salary: £60,000 to £70,000 plus 10% to 20% performance-related bonus
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Strategic Customer Success Manager - Fully Remote
Salary: £60,000 to £70,000 plus 10% to 20% performance-related bonus
Location: Remote, UK
MFK Recruitment is working with a well-established global software company to recruit a Strategic Customer Success Manager.
Our client provides an AI-powered, code-free testing platform that enables organisations to test critical ERP software, reduce operational risk and deliver business change more effectively.
We know this company extremely well. Over the past six years, MFK Recruitment has placed 16 people with the business, and 10 are still working there today.
The opportunity
The Strategic Customer Success Manager will take ownership of a portfolio of strategic, growth and high-potential enterprise customers.
You will build relationships with executive, operational and technical stakeholders, helping customers achieve measurable value through successful product adoption.
This is a commercially focused Customer Success role covering adoption, retention, renewals and recurring revenue growth. You will be expected to understand the product, lead strategic customer conversations, maintain accurate commercial forecasts and identify meaningful expansion opportunities.
Relevant industry experience
To be considered, candidates should combine strong Customer Success or strategic account-management experience with a background in technically complex enterprise software.
Relevant sectors include:
Software testing, quality assurance or test automation
ERP and enterprise applications
Cybersecurity
AI or machine learning platforms
Data, analytics or business intelligence software
Cloud infrastructure
DevOps or developer tools
Integration, automation or database technology
You must be comfortable discussing complex software with CIOs, IT Directors, technical leaders and senior operational stakeholders. You should be able to establish credibility independently, challenge customers constructively and translate technical products into measurable commercial outcomes.
Key responsibilities
Build trusted relationships with executive, operational and technical stakeholders
Establish credibility with CIO, VP and Director-level customers
Understand customers’ technical environments, business objectives and measures of success
Create and deliver strategic Customer Success plans
Lead Executive Business Reviews focused on outcomes, adoption, ROI and future priorities
Drive product adoption and identify barriers affecting customer engagement
Develop relationships across multiple departments within complex customer organisations
Monitor customer health, usage, engagement and value realisation
Identify renewal risks early and create clear mitigation plans
Take ownership of renewal planning and maintain accurate forecasts
Identify, qualify and develop recurring-revenue expansion opportunities
Build commercial proposals linked to customer priorities and measurable value
Work closely with Sales, Product, Support and Professional Services
Represent the voice of the customer across the company
Identify opportunities for customer advocacy, references and case studies
What we are looking for
At least five years’ experience in Customer Success, Strategic Account Management or Enterprise Account Management
Experience working for a technically complex B2B software company
Experience managing strategic, enterprise or global customer relationships
A strong record of customer retention and successful renewals
Direct involvement in renewal forecasting and commercial conversations
Evidence of identifying and delivering expansion or recurring-revenue growth
Experience managing customer portfolios measured by ARR or recurring revenue
Confidence communicating independently with CIOs, IT Directors and senior technical stakeholders
Experience leading QBRs, strategic reviews or Executive Business Reviews
The ability to understand technical products and translate their capabilities into customer value
Strong commercial, negotiation, analytical and presentation skills
Excellent written and verbal communication skills
The ability to manage multiple priorities while working remotely
A stable career history with good tenure across previous employers
Package and working arrangements
£60,000 to £70,000 basic salary
10% to 20% performance-related bonus, depending on experience
Remote working
Private healthcare
Pension
Life assurance
25 days’ annual leave
Your birthday off
The successful candidate must be based within reasonable travelling distance of Basingstoke and able to attend quarterly company and team meetings. Some flexibility will also be required when supporting customers across international time zones.
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