Customer Success Manager (CSM)

Role Title: Customer Success Manager (CSM)
Team: Customer Experience
Manager: Director of Customer Experience
RACI Role: R on proactive account management, user training, and platform engagement; A on onboarding, account health, renewal success and adoption; C/I with Sales, Product, and Creative.
Delegation Readiness Level: Target = Level 3 - 4

At Phyron AI, we are revolutionising the car buying experience with cutting-edge AI video solutions. Imagine personalised, immersive car tours that captivate potential buyers and drive dealerships towards record sales. We’re conquering the global automotive software market (think 30 countries and counting!). We’re not just building AI; we’re building the future of auto retail.

The Customer Success Manager (CSM) is the trusted guide for our clients post-sale. From onboarding and training through to adoption, engagement and renewal, the CSM ensures our customers unlock maximum value from Phyron’s solutions.

This role is all about relationships, results, and retention. You'll be on the front line with our clients, acting as their day-to-day contact and internal advocate. You'll partner closely with Sales, Creative, Product and Support to ensure that customer expectations are met, exceeded, and continuously evolving with their business needs.

A requirement for this role is to speak English, French and Italian. (Spanish would be preferable too but not essential)

Core Responsibilities

• Lead onboarding for new clients, ensuring timely, smooth, and high-quality activation

• Deliver proactive account management, ensuring clients are engaged, satisfied, and achieving their goals

• Drive feature adoption and usage through training, nudges and 1:1 support

• Monitor account health, usage, feedback, and satisfaction levels (CSAT/NPS)

• Own renewals and work cross-functionally to reduce churn risk

• Collaborate with the Product team to surface customer feedback and prioritise improvements

• Support campaign launches in collaboration with Creative and CX

• Track key metrics and report on account success regularly to internal stakeholders

Skills & Experience Required

• 3+ years in a Customer Success, Account Management or Client Services role within a SaaS or tech environment

• Excellent communication and relationship-building skills

• Strong project management and organisational skills

• Comfortable working with product data, CRM tools (like Salesforce), and dashboards

• Able to manage multiple accounts with varying needs and priorities

• Proactive, curious, and empathetic with a customer-first mindset

Short-Term Focus

• Build trusted relationships with key clients, especially new onboardings

• Identify gaps in onboarding flows and develop repeatable best practices

• Improve usage and engagement rates across a portfolio of strategic accounts

• Flag and resolve churn risks early

Expected Impact

• Customers feel supported, confident and clear on how to use Phyron’s platform to its full potential

• Retention and renewal rates increase due to improved customer outcomes

• Internal teams gain better visibility on client sentiment and feedback

• Reduced reactive support due to stronger onboarding and proactive management

Behavioural & Leadership Competencies

• Customer obsessed - balances empathy with commercial awareness

• Highly accountable with a proactive mindset

• Strong communicator and listener

• Thrives in a fast-paced, scale-up environment

Autonomy & Decision-Making Scope

Expected Delegation Level: Level 3 - 4

• Manages day-to-day customer interactions and success plans

• Escalates for high-risk renewals or strategic account issues

• Suggests improvements and iterates onboarding and engagement processes with CX and Product teams

Here's what we have to offer:

• Growth: We're a rapidly growing company, and you'll have the opportunity to grow and develop your skills alongside us.

• Support: We're a supportive and collaborative team, and you'll have the resources and guidance you need to succeed.

• Development: We invest in your professional development with opportunities for training, mentorship, and career advancement.

• Impact: You'll get to work on cutting-edge AI projects with a team of brilliant minds, making a real difference.

• Rewards & Benefits: Enjoy competitive compensation, comprehensive benefits and generous paid time off, including a birthday day off!

• Work-Life Balance: We value your well-being and offer flexible work arrangements to help you achieve a healthy work-life balance.