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