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Spendesk is an AI-powered spend management and procurement platform that helps businesses take control of company spending through an all-in-one solution for company cards, expenses, invoices, procurement, and financial workflows.
As a Customer Success Manager, you will be the trusted partner for a portfolio of approximately 120–150 UK mid-market customers. This is not a support role; you will own customer relationships, understand their business priorities, anticipate risks, support renewals, and identify expansion opportunities.
Key Responsibilities:
Build Trusted Customer Relationships
- Manage a portfolio of mid-market customers and build strong relationships with Finance Managers, CFOs, Finance Directors and key decision-makers
- Understand each customer's business priorities, challenges and definition of success
- Advise customers on best practices and help them optimize their use of Spendesk
- Lead regular account reviews and develop success plans aligned with customer objectives
- Become a trusted advisor throughout the customer lifecycle
Drive Adoption, Value and Retention
- Guide customers through onboarding and ensure smooth transition into long-term adoption
- Monitor account health, product usage and engagement levels
- Identify risks early and take proactive action to prevent churn
- Help customers measure and communicate business value and ROI of Spendesk
- Support customers through organizational changes and evolving business needs
- Ensure customers continuously discover and adopt relevant features
Contribute to Customer Growth
- Identify relevant upsell and cross-sell opportunities based on customer needs and usage
- Partner closely with Account Managers to develop and convert expansion opportunities
- Support renewal discussions by ensuring customers understand the value they receive
- Contribute to portfolio growth while maintaining a strong customer-first approach
Represent the Voice of the Customer
- Share structured and actionable customer feedback with Product, Marketing and Sales
- Identify recurring customer needs, friction points and potential product improvements
- Support the launch and adoption of new features in the UK market
- Contribute to customer advocacy initiatives, including testimonials, referrals and case studies
- Help internal teams better understand the needs of UK Finance teams
You will work closely with Account Managers, Product, Marketing and Support to deliver an outstanding customer experience.
Requirements:
Must-Have:
- Professional working proficiency in English (essential)
- Previous experience in Customer Success, Account Management, Client Management or another customer-facing role
- Consultative approach: proactively advise customers rather than simply react to requests
- Strong ownership and autonomy in managing a customer portfolio
- Ability to build trusted relationships with senior stakeholders
- Analytical mindset with ability to use customer data to identify risks and opportunities
- Excellent communication, organization and stakeholder management skills
- Genuine interest in customer experience, SaaS and building long-term customer partnerships
- Ability to manage priorities effectively across a high-volume portfolio
Strong Pluses:
- Experience in SaaS, fintech, payments, accounting, ERP or financial software
- Experience working with Finance, Accounting or Operations teams
- Experience managing a mid-market customer portfolio at scale
- Experience with onboarding, adoption, retention, renewals or expansion
- Familiarity with tools such as Salesforce, HubSpot, Gainsight, Planhat, Intercom or similar platforms
- Experience working in a Customer Success and Account Management model
