Summary

This customer success manager role owns the customer lifecycle for Hook’s SaaS platform, from adoption and value realisation through renewals and expansion. It is a mid-level role partnering with customer success, revenue, operations, product, and data leaders; the hybrid arrangement involves three office days per week in London.

Responsibilities

• Lead renewals and commercial negotiations
• Identify and close account expansion opportunities
• Create success plans and run strategic reviews
• Coach customers on platform adoption and integrations
• Map stakeholders across customer teams
• Share customer feedback with product, engineering, and sales