Customer Success Manager

Job DescriptionA new, exciting opportunity to join Undos Customer Success team with a focus on learning and development.Undo is a fast-growing, exciting deep-tech company whose breakthrough technology is changing the way people develop software. The company is a small, intimate and highly-skilled team, and its products are used by many of the worlds most important technology companies. The technology is highly valuable but very complex, and is deployed in some of the worlds most complex software development environments. Customer retention and growth is excellent (net revenue retention of 125%) but careful management is required to achieve this success.Purpose of this role:A Customer Success Manager is responsible for ensuring our strategic customers are delighted and successful using our products.Responsibilities:Establish and maintain strong and long-lasting technical relationships within major enterprise accounts.Drive a high level of customer satisfaction and customer retention through successful product use. (Daily/Weekly/Monthly and Net Active Users and session counts as the KPIs.)Create a success plan in partnership with your customer including onboarding, training, driving utilization, conducting routine business reviews, and orchestrating resources aligned to driving customer value.Comply with best practice operating strategies and provide ideas and feedback to improve and enhance these.Liaise with our technical team to support customers through the technical deployment phase all the way to quarterly reviews and annual renewals.Deliver against the defined OKRs.Translate insights from your customers into actionable tasks that can be shared with your team and peers, whilst supporting collaboration across departments to help drive change.Work closely with the Sales team to align on strategies, products, coverage plans, and account opportunities.Work closely with the Product/Engineering team to provide product feedback and help craft changes to the product to enhance customer satisfaction and accelerate adoption.Understand the customer journey, identify pain points and bottlenecks and find innovative ways to improve the customers overall experience.Demonstrate ROI to customers and establish metrics to advise them on best practice and optimisation of the products.Delivering training to end users and train the trainer programmes.Ensuring that we have achieved awareness coverage across accountsNote: This role will likely involve some overseas travel.Personal attributes:At Undo, the way we work and interact is as important as our technical skills. The following personal attributes will be key to your success here:Results-oriented: You are focused on achieving tangible, agreed benefits, looking beyond just the completion of activities.Customer-Focused: You try to get a deep understanding of specific customer needs and use this to guide your decisions and actions. You can energise teams of engineers and others who work on your accounts.Reliable & Driven: You demonstrate high energy, consistent focus, and a positive, productive attitude that contributes to team morale. You honour your commitments, actively seek to improve, and know when to seek assistance.Team Player: You support your colleagues and engage constructively in discussions, even with differing opinions, fostering a positive team environment.Empathetic & Resilient: You understand others viewpoints and maintain composure and a can-do attitude in challenging situations.Solutions-Oriented: You identify and analyze issues, anticipate outcomes, and clearly articulate a supporting vision with enthusiasm.Aligned: You proactively use company and team objectives to inform your work.Skills and experience:Project management experience in industries related to Software / Technology.Previous customer-facing roles for example in sales engineering, sales support, professional services, field engineering, customer success or customer support.Ability to manage multiple stakeholders both inside the customer and inside Undo, and to achieve your goals through others over whom you have no direct authority.Enthusiastic and hungry to join a small and dynamic deep-tech company with great potential, help shape the customer success function and share ideas across the business to help drive growth.Experience building and maintaining relationships whilst working to mitigate churn and drive adoption and renewals.Comfortable in a start-up environment, we wear many hats and move quickly.It is imperative that you are able to understand our products to allow you to meaningfully talk about them internally and with customers. Experience supporting software engineers as end users is a must. Past software development experience would be very helpful. This however is not a technical role: You will have direct access to a dedicated highly-skilled engineering team to achieve technical goals.Term:PermanentLocation:Cambridge, UK (office-based or hybrid with at least 1-2 days per week in the office)Reports to:Senior Principal Customer Success ManagerDirect reports:NoneTo apply, please email us your CV/resume [email protected]

Created: 2025-07-03