Customer Success Manager

About the role

The is responsible for ensuring that enterprise and upmarket customers realize measurable value from the platform through structured onboarding, proactive retention programs, and strategic renewal management. This role translates complex product capabilities into clear, quantifiable customer outcomes that drive long-term growth and expansion. The success manager acts as a strategic partner, coaching customers to maximize their return on investment and embed Attio deeply into their workflows. You will own the end-to-end success journey for assigned accounts, identifying risks and opportunities while championing customer needs internally. A key part of this position involves building scalable program templates that standardize best practices and allow the team to grow its portfolio efficiently. You will leverage data and customer insights to tailor engagement strategies for both one-to-one and one-to-many interactions. Collaboration with cross-functional teams is essential to align content, onboarding flows, and retention tactics so that customers consistently see progress. Ultimately, this role ensures that customer health is maintained and improved through thoughtful, data-driven engagement strategies.

Key facts

What you'll do

Analyze complex customer workflows and translate them into tailored success plans that align product capabilities with stated business goals for each account.

Monitor customer health through designed strategies that drive adoption, retention, and expansion across one-to-one and one-to-many engagements using targeted outreach.

Build and codify scalable program templates with fellow CSMs to standardize best practices, streamline workflows, and enable rapid portfolio growth without sacrificing quality.

Reach second-tier account segments through one-to-many channels such as email, workshops, office hours, and community initiatives that foster ongoing engagement.

Analyze customer data to define distinct segments and deliver tailored resources that match product usage patterns and firmographic characteristics.

Create content for scalable customer programs in close collaboration with sales, post-sale, and support teams to ensure alignment and relevance.

Develop brand and activation content in partnership with marketing and product teams to support user adoption and successful product implementation.

Own the end-to-end customer journey by identifying milestones, setting expectations, and ensuring stakeholders understand the value realized at each stage.

Use qualitative and quantitative signals to identify churn risks and expansion opportunities, escalating appropriately and adjusting playbooks as needed.

Maintain detailed records of customer interactions, outcomes, and feedback to inform continuous improvement of programs and templates.

Represent the voice of the customer internally by sharing insights that influence product direction, messaging, and onboarding experiences.

Contribute to the continuous improvement of success frameworks by testing new approaches and documenting what works at scale.

Support the creation of reference stories and case studies by working closely with customers who demonstrate strong outcomes and adoption.

Drive adoption of platform features through structured onboarding sequences, milestone setting, and value realization checkpoints.

Requirements

The posting states a bachelor's degree requirement. Five or more years of relevant professional experience contextualize the depth needed for this role in managing complex programs and stakeholders.

Three or more years in customer success or account management roles demonstrate applied experience with complex programs and cross-functional coordination.

A passion for technology and coaching shows how customers achieve maximum value from sophisticated software and realize their strategic objectives.

Experience building programs beyond managing individual relationships indicates the ability to create repeatable frameworks that scale across segments.

Early or growth-stage startup experience provides familiarity with fast-paced, high-impact environments where priorities shift quickly.

A degree is required as a baseline qualification for the role.

Strong written and verbal communication skills are essential for conveying complex concepts clearly to diverse stakeholders.

Comfort working with data, metrics, and dashboards is necessary to track customer health and demonstrate impact over time.

Practical notes

This role operates from London and targets enterprise and upmarket segments.

Expect collaboration across sales, product, and support with limited travel as part of the engagement.

Typical interview steps include a portfolio review, a campaign exercise, and analytics questions, with some loops featuring a presentation.

Results from past campaigns and documented customer outcomes carry the most weight in the evaluation process.

Preparing a short case of one campaign with its results is strong preparation for interviews.

Career growth and development

Marketing careers often progress from associate to manager, director, and VP levels, with increasing responsibility for strategy and outcomes.

Specializations such as growth, brand, product marketing, and content allow professionals to deepen expertise in specific areas of marketing and customer engagement.

Generalists frequently begin their careers in broad roles and then specialize as they gain experience and demonstrate impact.

Measured impact on pipeline and revenue remains a central driver of progression within marketing and customer success functions.

Channel experience combined with business sense often outweighs a general resume when evaluating readiness for advanced roles.

Adaptability, curiosity, and structured thinking are critical traits for long-term success in evolving marketing environments.

Interview preparation and expectations

Candidates should expect to discuss specific campaigns they have run and the numbers behind them, as interviewers focus heavily on measurable results.

Being ready to explain your role in past team structures, how decisions were made, and how success was attributed is important for demonstrating ownership.

A portfolio that highlights strategic thinking, creativity, and clear outcomes will strengthen your application considerably.

Questions about the manager's priorities, team dynamics, and how success is defined in this role are especially valued during interviews.

Understanding how the role has changed recently and what the team wishes it had when joining provides insight into current challenges and expectations.

Typical week and day-to-day

You will spend time analyzing customer workflows and designing tailored success plans that align product capabilities with business objectives.

Days will include monitoring customer health, engaging one-to-one and one-to-many, and updating program templates based on new insights.

You will collaborate with sales, product, and support teams to develop content, onboarding flows, and retention initiatives.

Regular check-ins with stakeholders will ensure transparency around value realization and upcoming milestones.

You will use data to segment customers, define engagement strategies, and track the effectiveness of your programs over time.

Time will be allocated to creating and refining content that supports scalable customer programs and activation efforts.

You will participate in cross-functional discussions to align messaging, onboarding experiences, and success frameworks.

Tools and systems

You will work with tools that support data segmentation, content delivery, and health monitoring to manage programs efficiently.

Collaboration platforms will be used to coordinate with sales, product, and support teams across locations.

Documentation systems will store playbooks, templates, and customer insights for future reference and team alignment.

Ideal candidate profile

The ideal candidate is passionate about technology, coaching, and enabling customers to achieve their desired outcomes through sophisticated software.

You are comfortable developing repeatable frameworks that scale beyond one-to-one relationships and can be applied across diverse segments.

You bring a combination of creativity, analytical thinking, and structured execution to your work.

You are proactive in identifying risks, suggesting improvements, and advocating for customer needs within the organization.

You communicate clearly and persuasively with both technical and non-technical stakeholders.

You are comfortable working autonomously while collaborating closely with cross-functional partners.

You are committed to continuous learning and improving success programs based on data and feedback.

Application process and next steps

The application will review your background in customer success, marketing, or account management, focusing on relevant experience and documented results.

Interviewers will likely ask you to walk through examples from your past work that demonstrate your ability to drive adoption and retention.

Be prepared to discuss how you have built programs, managed stakeholders, and used data to inform decisions.

Showing curiosity, ownership, and clarity in your communication will help you stand out during the evaluation process.

If selected, you can expect thoughtful conversations about how you will contribute to the growth and success of Attio's enterprise customers in London and beyond.