Customer Success Manager - Central London Office

About Powtoon

Powtoon is a leading AI-powered video platform used by 95% of the Fortune 500 to transform how organisations communicate, train, and scale knowledge.

As our Enterprise business continues to grow, we are looking for a commercially minded Customer Success Manager who can own revenue retention, drive expansion and act as a strategic partner to our customers.

This is not a support role - This is a revenue-owning, value-led, growth-oriented CSM role.

As a Customer Success Manager, you will own a portfolio of enterprise and mid-market accounts and be accountable for:

• Customer outcomes
• Revenue retention
• Expansion growth

Key Responsibilities

• Build strong, senior relationships with enterprise customers and become a trusted advisor to key stakeholders
• Deeply understand each customer’s business goals, use cases, and success criteria
• Drive onboarding, adoption, and ongoing value realisation across accounts
• Lead structured business reviews focused on outcomes & ROI
• Partner with Account Executives to progress expansion opportunities from discovery to close

Requirements

• 3–6+ years experience in Customer Success, Account Management, or a commercial post-sales role in B2B SaaS
• Proven experience owning Retention & Expansion targets
• Comfortable managing senior enterprise stakeholders
• Strong numerical and analytical capability:
• Able to analyse usage data and translate it into commercial action
• Excellent discovery skills - able to uncover growth opportunities
• Comfortable working in close partnership with Sales on expansion deals
• Native-level written and spoken English
• Strong presentation and storytelling skills

Preferable to have:

• Experience selling or expanding into Enterprise L&D, IT, HR & Internal Communications
• Experience in AI-enabled or transformation-focused products
• Familiarity with CRM tools (HubSpot, Salesforce)

Benefits

• Grab a fantastic opportunity to grow in a stable, bootstrapped, and profitable startup.
• Our flagship product is fun and creative, genuinely well-loved, and used by millions
• Volunteering programs
• Fully stocked office
• Weekly food allowance via Deliveroo
• Cyclescheme