Customer Success Manager

What Were Looking For

• 5-7 years in B2B SaaS Customer Success managing enterprise accounts with five- and six-figure ACVs
• Demonstrated retention metrics: specific GRR, NRR, account values managed
• Enterprise relationship management at senior levels: CIOs, COOs, MDs, Partners, investment and ops leaders
• Strong instinct for reading usage patterns and translating them into actionable signal for Sales and Product
• Experience in ESG workflows for institutional investors: you understand how private equity, credit, or asset management teams actually use ESG data, what theyre accountable for, and what good output looks like
• AI-first operator: you actively use AI tools in your own work as a baseline and you ve driven adoption with your team. You know what good looks like and how to automate processes for it.

• Experience in multi-workflow or multi-product environments
• Familiarity with HubSpot, Slack, Google Workspace

What Success Looks Like

• Youve completed structured onboarding across your full account book
• Youve run your first round of QBRs and have a clear view of health across the portfolio
• Youve meaningfully advanced the first version of the CS health scoring model and renewal playbook

• Accounts renew because usage is deep and value is visible
• Your signal on usage patterns and friction consistently informs Sales and Product decisions
• You help define what good CS looks like at Auquan, and the function reflects it

The Role

Were hiring our first dedicated UK Customer Success Manager to own post-sale relationships across UK/EMEA enterprise accounts.

Your job is to ensure customers are getting the full value from their accounts, and to translate usage patterns into signals that drive retention and growth. You ll own adoption, account health, and the feedback loop between clients and the rest of the business. Youll also build the CS function from scratch: playbooks, health scoring, QBR frameworks, renewal processes.

What Youll Do

• Running a structured account health cadence: knowing which accounts are healthy, drifting, or at risk well before renewal
• Driving adoption post-delivery: ensuring clients independently use whats been built and see measurable impact in their workflows
• Observing usage patterns to identify where workflows are underused, where friction exists, and where adjacent opportunities are emerging - and surfacing that to Sales and Outcomes
• Building relationships across each account at multiple levels, from day-to-day users to executive sponsors
• Running QBRs tied to client investment processes and strategic priorities - the kind that deepen relationships and surface new conversations
• Owning client escalations end-to-end from basic access and technical issues through to complex workflow problems: building triage and response patterns so issues are resolved once and dont recur
• Providing subject matter expertise in the domains you support (e.g. ESG, credit) so you can translate client feedback into precise, actionable signal for Product, Research, and Outcomes
• Feeding structured signal to Product on recurring friction, adoption gaps, and where clients are pulling hardest
• Building the CS function: health scoring models, renewal playbooks, Sales handover standards, onboarding frameworks