Enterprise Customer Success Manager

🕒 May 22

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Mention Me

WebsiteLinkedInAll Job Openings

51 - 200 employees

💰 $25M Series B on 2022-01

Mention Me empowers brands to harness the exponential power of fans through referral.

📋 Description

• Own the post-sale relationship with our most strategic accounts; large, complex, global organisations with multi-stakeholder buying committees, sophisticated technical environments, and six-figure-plus annual contracts. • Be the trusted advisor and executive sponsor these customers rely on to realise value, expand their use of the platform, and become champions of our product inside their organisations. • Build and own trusted relationships at C-suite and VP level across your portfolio, including CMOs, CEOs, CTOs, and their direct reports, ensuring you are seen as a strategic partner rather than a vendor contact. • Develop a deliberate executive engagement plan for each account, mapping influence, identifying champions, and building relationships that exist independently of any single point of contact. • Lead and facilitate executive business reviews (EBRs) that speak the language of business outcomes, not product features. Connecting platform ROI to board-level priorities. • Chair and lead complex, multi-workstream programmes within large enterprise accounts, coordinating across CRM, Marketing, Customer Experience, Data, and IT teams simultaneously. • Identify and develop internal champions at multiple levels of the organisation, ensuring adoption and advocacy is not reliant on a single sponsor. • Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets for your portfolio of enterprise accounts. • Lead the onboarding of new enterprise customers, orchestrating cross-functional internal teams (Operations Support, Product) to deliver fast, measurable time-to-value.

🎯 Requirements

• 5+ years in a Customer Success, Strategic Account Management, or Management Consulting role, with a minimum of 3 years working exclusively with large enterprise or global strategic accounts. • Proven, demonstrable experience building and managing executive-level relationships (VP and above) within large, matrixed organisations, this is non-negotiable. • A track record of successfully navigating complex enterprise organisations: managing multiple stakeholder groups, chairing cross-functional programmes, and sustaining engagement across long sales and success cycles. • Demonstrable history of retaining and growing revenue within an enterprise portfolio, with clear examples of upsell and expansion driven through relationship-led strategy. • Comfortable with 50%+ travel to customer sites, predominantly UK with some international travel required. • Approaches AI as a practical tool for doing better work; whether that's faster research, sharper prep for client calls, or smarter prioritisation. Should use it to support reporting, analyse health signals and scale personalisation.

🏖️ Benefits

• Hybrid working • Private medical insurance with Vitality, including enhanced mental wellbeing support, dental and vision policies and a range of lifestyle benefits and great incentives • Life insurance • Two Celebration Days; additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you • Enhanced parental leave • 25 days annual leave (plus public holidays), increasing over your time as a Mentioneer • Up-to-date tech you’ll need (we love Macs)