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Salesloft is building a Predictive Revenue System that combines AI and real signals to help enterprise revenue teams make confident decisions. The company serves thousands of customers daily and is transforming how modern revenue teams operate.
As a Customer Success Manager based in London (hybrid), you will own the relationship and commercial outcomes for a defined book of business. You are accountable for ensuring customers realize measurable value from the Predictive Revenue System and for driving retention, adoption, and net revenue expansion.
Key responsibilities include:
- Owning retention, adoption, and net revenue expansion across your book of business, translating customer goals into clear value-realization plans
- Using AI-surfaced health signals, product usage data, and engagement scoring to prioritize proactively and intervene before problems escalate
- Leading strategic business reviews with customer stakeholders and executives, connecting platform usage to measurable revenue outcomes and ROI
- Partnering with Account Management to identify and drive expansion opportunities grounded in demonstrated value
- Advocating for customers cross-functionally, bringing structured product feedback to Product and Engineering
- Driving adoption through tailored enablement, onboarding support, and strategic guidance
This is not a reactive support role. You will be the voice of the customer inside Salesloft and a trusted advisor to customers. You'll use the same AI-powered platform your customers use, bringing applied curiosity to how technology scales value delivery across your book.
The Customer Success organization operates with shared ownership across success, sales, and support functions. The team measures itself by customer success outcomes—renewals and expansion—not internal activity metrics.
REQUIREMENTS:
- Proven track record in Customer Success, Account Management, or post-sale role at a B2B SaaS company, with direct ownership of retention and expansion outcomes
- Demonstrated ability to manage a book of business and consistently meet or exceed retention and net revenue expansion targets
- Comfort working with product usage data and customer health signals to prioritize action and drive decisions
- Strong executive presence and ability to run business reviews and build trusted relationships with senior customer stakeholders
- Excellent written and verbal communication skills, with ability to translate platform capability into business outcomes
- Experience with sales engagement, revenue intelligence, or revenue operations platforms (Salesloft, Clari, Gong, Outreach, or adjacent tools)
- Familiarity using AI-driven customer health scoring, engagement analytics, or predictive churn signals to manage a book of business
- Experience partnering closely with Account Management on expansion in a shared-account model
