Senior Customer Success Manager

(London office twice per week, plus customer site visits as required)

Reports to: Head of Customer Success

Ingenio is partnering with a fast-growing SaaS business, to hire a Senior Customer Success Manager to play a critical role in driving customer value, retention, and expansion across the customer base.

This is a senior, client-facing role with direct ownership of renewals, adoption, and Net Revenue Retention (NRR), acting as a trusted advisor to mid-market and enterprise customers.

• Own and build long-term relationships with senior stakeholders across a defined portfolio of customers
• Drive onboarding, adoption, and value realisation of the AP platform
• Manage renewals and identify expansion, upsell, and cross-sell opportunities to maximise NRR
• Monitor customer health, proactively manage risk, and lead escalations to resolution
• Act as the voice of the customer internally
  , feeding insights into Product, Sales, and Leadership teams

• 3+ years’ experience in Customer Success, Service Delivery, or a client-facing SaaS role
• Proven ownership of renewals, retention, and expansion within a technology environment
• Confident communicator with experience running QBRs, executive reviews, and customer presentations
• Commercially minded, highly organised, and comfortable managing complex customer portfolios
• Passionate about SaaS, customer value, and delivering measurable business outcomes

If this role excites you and you want to be part of a high-growth SaaS business where Customer Success is central to revenue, I want to hear from you – today.