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Customer Success Manager

Kleene, a London-based SaaS scale-up, seeks a Customer Success Manager to drive onboarding, retention, and growth. Requires 2+ years in SaaS customer success, strong commercial skills, and data interest. £40-50k + 20% OTE bonus. Hybrid with 2 days per week in our central London office, great benefits.

Who are Kleene?

Kleene are a cloud data intelligence & AI company on a mission to help organisations turn data into commercial insights.

Kleene is a B2B SaaS scale-up based in London, UK. Since it’s inception, Kleene has worked with innovative, mid-market organisations such as Swoon, Moonpig and Huel to enable analytical insights and solve business challenges using data. Kleene is an all-in-one ELT data platform that enables technical users to build and manage their own data pipelines from scratch. We also have a Professional Services team to consult and deliver complex projects for our customers.

Job Summary

As an Customer Success Manager at Kleene, you will:

  • Be responsible for leading the immediate post-sale engagement with a new customer, helping them successfully onboard and drive the success of any Professional Services projects tied to their software purchase.
  • As the lead point of contact for each engagement, you'll leverage your strong functional knowledge and commercial expertise to articulate Kleene's business value and work consultatively to address customer challenges.
  • With a focus on negotiation and performance targets, you'll lead contract renewal discussions, drive customer retention, and develop strategies for successful growth and adoption of the Kleene.ai platform.

Responsibilities

  • Manage a portfolio of Kleene customers through their post-sales journey at Kleene. We are all about relationships, and you will have the opportunity to build long-lasting business relationships with your customers
  • Support cross-functionally to help to prioritise developer builds, Professional Services project delivery and oversee tech support
  • Negotiate and renew your customer contracts, with the support from the Head of Customer Success
  • Discover and upsell opportunities to expand your accounts, through additional software purchases and professional services projects

Experience and Qualifications

  • 2+ years working as a Customer Success Manager or Account Manager ideally in a B2B SaaS organisation
  • Strong commercial acumen, with the ability to discuss and consult on business challenges with customers
  • A keen interest in technology, with an interest to learn how to communicate about data pipelines with customers
  • Basic understanding of analytics
  • Organisational skills and good time-management, with the ability to coordinate and prioritise across your customer base
  • Excellent communication skills

Benefits

  • At Kleene, we are passionate about team culture and like to hire great people who bring their true selves to the team
  • Weekly team lunches in the office
  • Hybrid with 2 days per week in our central London office
  • Office fruit and snacks
  • Subsidised GymPass and Cycle to Work scheme
  • 25 days of annual leave, plus bank holidays
  • Competitive salary and bonus. The salary band for this role is £40-£50,000 + 20% OTE bonus

To apply for this position, please email your CV and a cover letter to [email protected]

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