Role Overview
As a Customer Success Manager, you will own and grow Swap's top-tier book of business, acting as a trusted partner to our most valuable and complex customers. This is a senior, high-impact role for someone who thrives in managing senior stakeholders, navigating complexity, and driving meaningful commercial outcomes.
What You Will Do
Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion. Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
Why It Might Be a Fit
We're looking for someone with proven experience managing and growing a strategic or enterprise book of business in a SaaS environment, strong commercial acumen, and excellent stakeholder management skills.
Requirements
- Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment
- Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts
- Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders
- Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities
- Strategic thinker who can translate customer goals into clear account plans and execution
- Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity
- Strong communication skills, both written and verbal, with the ability to simplify complex topics
- Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar)
Benefits
- Competitive base salary
- Stock options in a high-growth startup
- Competitive PTO with public holidays additional (and your birthday off!)
- Pension contributions
- Private health
- Gym and wellness benefits
- Mental health benefits
- Quarterly team offsite budget
- Thursday happy hour
- Breakfast Mondays
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