Enterprise Customer Success Manager Team Lead

Location: London, United Kingdom Workplace: hybrid About us At Xelix, we work with some of the world’s largest companies to automate and strengthen their financial controls. Our AI solutions redefine how Accounts Payable teams operate – moving from manual processes to automated, intelligent workflows. Xelix is a fast-paced scale-up – things move fast and expectations are high. We raised our Series B with Insight Partners in June 2025 and are expanding aggressively. We have a team 150 talented people pulling together to achieve our goals. Everyone is trusted to take ownership, move fast and have a meaningful impact. We prioritise personal and professional growth, keep things fun, and love to celebrate a milestone together. In this role you’ll grow, be challenged and help shape the future of Xelix. If you’re excited about building something special with us, we’d love to hear from you. About the role As the Enterprise CS/Account Management Team Lead, you’ll be responsible for leading a team of Account Managers who manage our Enterprise customer base. You’ll balance people leadership with hands-on account management, coaching your team to deliver world-class customer experiences, retain and grow Enterprise accounts, and drive measurable business outcomes. What you’ll be doing – team management: · Lead, mentor, and develop a high-performing team of Enterprise Account Managers. · Drive team performance to achieve renewal, retention, and expansion targets. · Guide your team in developing and executing account plans that promote long-term customer success and revenue growth. · Conduct regular team meetings, deal reviews, and 1:1 coaching sessions to ensure alignment and accountability. · Work cross-functionally with Sales, Services, Product, and Marketing to enhance the customer journey and operational processes. · Analyse account health, identify risk indicators, and implement proactive strategies to mitigate churn. · Report on team KPIs and business metrics, providing insights and recommendations to senior leadership. · Contribute to process improvements, playbook development, and scalable strategies for managing mid-market accounts. What you’ll be doing – account management: · Manage a select portfolio of strategic accounts to model best-in-class customer engagement. · Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses. · Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting goals, KPIs and commercial narratives to executive sponsors and C-suite stakeholders. · Develop a deep understanding of each customer’s priorities, operating model, systems landscape, and roadmap, using this to shape account strategy and unlock expansion. · Run proactive account governance (e.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track. · Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue. · Identify, qualify and progress upsell/cross-sell opportunities, building business cases, aligning stakeholders, and partnering with AEs/founders where needed to close. · Lead renewals end-to-end: timeline management, commercial negotiation support, stakeholder alignment, and forecasting accuracy. · Triage technical and non-technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident. · Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence, and manage expectations on deliverables and timelines. · Stay close to market trends and the competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes. What you’ll bring You've spent meaningful time in account management within B2B SaaS and you understand how enterprise renewals and expansions actually get done. You're comfortable owning a commercial number and have competent experience of having pricing conversations. · 5+ years of experience in Account Management in a B2B SaaS or technology-driven company. · Minimum of 1-2 years of experience leading a team. · A proven record of achieving or surpassing renewal and expansion targets. · Exceptional communication, coaching, and relationship-building skills. · Strong analytical and problem-solving abilities; comfortable working with data to guide decisions. · Experience using HubSpot CRM is highly desirable. · Must have experience with MEDDIC. · A proactive, collaborative approach and the ability to influence cross-functional teams. · Passion for developing people, improving processes, and delivering exceptional customer value. What we offer in return 💰 Competitive salary depending on experience + commission 🏝️ 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days 🏡 Hybrid working with two days a week from our dog-friendly Hoxton office 💪 On-site gym and cycle to work scheme 🛍️ Employee discount at over 100 retailers 🏥 Comprehensive private medical & dental cover with Vitality 🍼 Enhanced parental leave pay 📚 Learning & development culture – £1,000 personal annual budget 🌍 We’re carbon-neutral and are working towards ambitious carbon reduction goals 🎯 Lots of team socials & activities ☀️ Annual team retreat Want to learn more? About us Xelix blog Xelix news Xelix glassdoor We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate! If you're a recruiting agency - we have an existing list of agencies we work with and we are not currently planning on expanding the list. Neither the Talent team nor hiring managers or the Support team will respond to cold outreach. This is a full-time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday. Interview Process While the exact process may vary slightly depending on the role, our typical interview stages are: Introductory Call – A short Teams conversation with a Talent Partner to discuss your background and the opportunity. Hiring Manager Interview – A 30–45 minute Teams meeting to explore your experience and fit for the team. Technical Task or Presentation – A role-relevant exercise to demonstrate your skills and approach. Final On-site Interview – An in-person meeting with our senior leadership team and co-founders at our office. We strive to make the process clear, efficient, and respectful of your time. We welcome the responsible use of AI for research and interview preparation, but ask that it isn't used to generate answers during live interviews. We also believe in being transparent - we use Metaview's AI note-taker during interviews so our interviewers can stay fully present. If you'd prefer us not to use it, just let your interviewer know. While you may need to answer eligibility questions as part of your application, we do not use AI to review or make decisions on applications - every application is reviewed fairly by a member of our Talent team.