Principal Customer Success Manager

Aquent
London

Working hours: 35-hour week

Within the Digital Experience Customer Success team the focus is on delivering exceptional experiences and accelerating value for customers through three core pillars: Partnership, Adoption, and Value Realisation.

Senior Customer Success Managers are expected to maximise value realisation and return on investment in complex, multi-regional, strategic enterprise accounts by building strong, long-term partnerships with a focus on product adoption. They lead customers through digital transformation by advising on strategy and collaborating with multiple internal teams and customer departments, while accelerating value for customers by understanding their business goals and objectives, designing success plans, and establishing governance frameworks.

As a Senior CSM, you are a leader in customer success, delivering results throughout the product lifecycle.

What you’ll do

  • Lead customers through digital transformation with a clear view of customer objectives and key performance indicators

  • Maximise value realisation and return on investment from the solutions and services

  • Increase solution adoption and usage with a clear plan

  • Build positive relationships at senior levels, including C-Level, within some of the biggest companies in the UK

  • Lead account strategy planning and build success plans to drive loyalty, advocacy and minimise customer attrition

  • Track account performance and lead critical blocking issues with a clear execution plan and drive for resolution

  • Build and grow relationships for the client’s strategic portfolio of multi-solution, multi-brand clients at a senior level, becoming a trusted partner

  • Build a strong post-sales strategy for your portfolio of accounts to ensure our customers maximise the value of their investment in the client’s solutions

  • Provide thought leadership and domain expertise to the Customer Success organisation, our clients, and the client’s European Customer Success team

  • Build strong business relationships with our Sales, Marketing, Solution Consulting and Professional Services teams

  • Demonstrate seniority by leading new retention and growth initiatives that deliver value, ensuring we scale, delight and innovate for customer success

  • Become an ambassador for the CSM organisation within the client and a CSM evangelist across ACS (Customer Solutions) and Sales

  • Demonstrate experience in supporting the hiring and ramp-up process of new recruits into the Customer Success team

What you need to succeed

  • Bachelor’s or Master’s degree

  • Minimum 5 years’ experience in post-sales account management in Digital Marketing (analytics, optimisation/conversion and/or social)

  • Strong experience in Digital Marketing solutions and knowledge of the client’s competitive landscape

  • Proven effectiveness in managing a portfolio of large, global, sophisticated, and strategic accounts at a senior level; building and maintaining relationships at the most senior levels with assigned accounts, becoming a trusted advisor

  • Proven experience in driving customer retention initiatives, achieving high retention rates and customer satisfaction (NPS)

  • Strong communication skills (written & verbal)

  • High-level critical issue management

  • Able to anticipate and identify ill-defined problems/issues

  • Strong presentation skills for all audience levels

  • Tenacious, personable, highly confident, and results-oriented

  • Adaptable, with strong self-awareness and the confidence to hold themselves and others to account based on expectations

*This role is open for a limited time. Next steps will be shared with shortlisted candidates ASAP. Due to the high volume of applicants, we may be unable to reply to each applicant individually. Thank you for taking the time to apply.

Posted 2025-07-08

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