Senior Customer Success Manager

Ready to shape the future of AI-powered customer experiences? Join boost.ai, a recognized leader in the Gartner Magic Quadrant for Conversational AI, and help our incredible customers in banking, insurance, telco and beyond turn AI strategy into measurable business impact.

We’re looking for a Senior Customer Success Manager (1 year maternity cover) who can influence customer experience, drive value creation, and build partnerships that fuel growth. Join our Customer Success team in our London office.

As a Senior Customer Success Manager, you will support boost customers through proactive, high-touch consulting to help them achieve their CX goals and maximise the value they achieve with the boost.ai platform. Acting as a trusted advisor, you'll provide strategic guidance on advanced features and use cases, helping customers drive results in their CX automation journey.

You will manage a portfolio of customers across the UK and Europe, align with executives and key stakeholders, and collaborate across internal and external teams to drive customer outcomes and growth. Your success will be measured by key metrics like Net Revenue Retention, Usage, Health and CSAT.

We are looking for a Senior CSM based in our London office.

• Manage a portfolio of customers across the UK and Europe, leveraging our Customer Success Framework.
• Build strong relationships with customers and executives to align stakeholders and drive business value.
• Influence customer strategies to maximize value, reduce churn, and create upsell opportunities.
• Implement strategic governance through QBRs, workshops, and executive meetings, both onsite and virtual.
• Align customer success plans with internal account strategies to boost customer value and commercial growth.
• Ensure customer KPIs are met and continuously improved, working closely with cross-functional teams.
• Support upsell and renewal efforts, contributing to internal initiatives to drive value-based revenue.
• Support the development of internal Customer Success tools and processes.

• 2+ years of experience in a Customer Success role for SaaS B2B, ideally in the Conversational AI space or CX automation more broadly...
• Proven track record of managing customer accounts, focusing on long-term success and renewals.
• Experience building relationships with key stakeholders to drive business value.
• Ability to develop and execute strategies to reduce churn and drive upsell initiatives.
• Strong communication skills to influence strategic decisions and customer direction.
• Structured approach to project management with a focus on timely, high-quality results.

• An engaging work environment with people who share a common mindset; to deliver a world-class product in a brand new, up-and-coming industry.
• Energetic, dynamic and extremely motivated colleagues in all departments, both professionally and socially.
• Challenging, varied and engaging work tasks.
• Room and encouragement to be independent and innovative.

Please submit your application using the appropriate form - we’re looking forward to hearing from you and what you can bring to our company!

• During the recruitment process, we interview the appropriate candidates quickly and continuously - until we find the right candidate. We recommend that you submit your application as soon as possible.

Boost.ai is the trusted leader in AI-powered customer experience solutions for regulated industries. Built for security, speed, and scale, the platform enables fast deployment, high-resolution rates, and full hybrid control through seamless orchestration of traditional NLU and LLMs. With over 600 live virtual agents, and more than 150 million automated conversations, boost.ai helps enterprises around the world resolve with confidence, automate at scale, and trust every conversation.

Proven performance and enterprise-grade reliability make boost.ai the partner of choice for leading brands across the world, including Nordea, Credit Union of Colorado, Sage, DNB, Trading 212, and more. Boost.ai is recognized as a Leader in Gartner’s 2025 Magic Quadrant

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