Senior Customer Success Manager
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Who we are
At Matrix Booking, we are committed to making hybrid work better for everyone. Our office booking and visitor management software empowers hybrid teams to maximize their time in the office while helping organisations reduce their environmental footprints. Join us to work with smart people, great clients, and cutting-edge technology—all while making a positive difference for people and the planet.
We are committed to building a business that values and respects employees, our clients and the world around us and are delighted to be B Corp certified.
The Role
The Senior Customer Success Manager plays a strategic leadership role in ensuring Matrix Booking customers receive exceptional value and service throughout their lifecycle. As a senior member of the team, this individual will not only manage key accounts but also mentor colleagues, contribute to shaping our customer success strategy, and partner cross-functionally to drive customer retention, satisfaction, and growth. This position requires a proactive, analytical, and highly collaborative professional who thrives on building trusted client relationships while influencing internal processes and product direction.
Key Responsibilities
Strategic Account Management:
Manage and grow a portfolio of high-value and strategic customer accounts.
Serve as a trusted advisor to senior client stakeholders, ensuring alignment between business goals and Matrix Booking solutions.
Proactively identify risks to customer success and develop mitigation strategies.
Ensure all managed accounts are renewed as quickly as possible and actively look for ways for the team to improve that process.
Team Leadership & Mentorship:
Support the onboarding, development, and mentoring of Customer Success Managers.
Share best practices and contribute to building scalable success processes.
Client Engagement & Communication:
Lead strategic check-ins and executive business reviews with key accounts.
Address complex client inquiries with poise, professionalism, and speed.
Training & Enablement:
Oversee client onboarding and ensure clients are equipped to derive maximum value from Matrix Booking.
Be able to coordinate and deliver short informal training sessions to support evolving client needs.
Customer Experience & Satisfaction:
Understand customer satisfaction metrics (including NPS) and look at ways to improve the overall customer experience.
Monitor account health through data and direct engagement, and act quickly on insights.
Cross-functional Collaboration:
Partner with Product, Support, and Implementation teams to communicate client needs and influence the product roadmap.
Act as a voice of the customer across the business to improve our offering.
Lead and drive key strategic programmes within Customer Success.
Growth & Expansion:
Identify and pursue upsell and cross-sell opportunities within your own and other Customer Success Manager accounts.
Contribute to renewal planning and revenue forecasting.
CRM & Reporting:
Maintain accurate records in the CRM and provide regular reporting on account status, risks, and opportunities.
Mandatory Qualifications & Skills
Proven experience in a senior customer success or account management role within SaaS or B2B software.
Exceptional communication, relationship-building, and problem-solving skills.
Strong understanding of CRM tools (e.g., Zoho, Salesforce, HubSpot) and customer success platforms.
Ability to manage competing priorities across a dynamic portfolio of customers.
Comfortable leading strategic conversations with both operational and executive stakeholders.
Experience mentoring or coaching team members is a strong advantage.
Data-driven approach with a passion for improving customer outcomes.
Benefits
25 days annual leave plus bank holidays
Pension Scheme
Private Health Insurance
Cyclescheme
Enhanced Maternity and Paternity pay
Group Life Assurance (4x salary)
Income Protection Insurance
Flexible working
Training and Development
Winter flu vaccinations & Eyecare scheme
Octopus Money Scheme
Octopus EV car scheme
You will need to provide:
proof that you have the right to work in the UK
2 x references
Work Location: Remote, with co-working opportunities and bi-annual in-person company away days. As there are frequent co-working days in locations between London and Swansea a commutable distance between these points would be ideal.
How to Apply
To apply for the Support and Implementation Lead position, please click the link below to send your application via email. Ensure that you attach your resume and cover letter. In your email, please include the following details:
Your Full Name
Your Phone Number