Senior Customer Success Manager - Enterprise

Location: London, United Kingdom Workplace: hybrid About us We’re Xelix, an AI-powered Control Centre for Accounts Payable teams. We work with some of the largest global companies to automate and enhance their financial control processes. At the heart of our product, we leverage machine learning techniques developed by our AI Engineering team to provide a more sophisticated offering than existing solutions. Things are going really well for us - we raised our Series A funding round from top investors, we’ve grown our team to almost 100, and we’ve won industry awards for our products. About the role We’re looking for an experienced, hands-on Senior Customer Success/Account Manager to join our fast-growing scale up. This is a proactive, commercially minded role: you’ll own the relationship and renewal, identify and create expansion opportunities, and ensure customers realise (and can clearly evidence) the value Xelix delivers. You’ll partner closely with Sales, Product and Services to drive adoption, outcomes and long-term account growth. What you'll be doing Own a portfolio of our highest-tier customers, acting as a trusted advisor and commercial lead across renewal and growth. 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 success metrics 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 competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes. What you’ll bring At least 3 years experience in Account Management / Customer Success in B2B SaaS (or a consultative commercial role), owning senior stakeholder relationships and outcomes across a portfolio. You have ample experience in managing complex enterprise customers, involving six-figure ACVs and engagement at senior levels. Demonstrable commercial track record: leading renewals, retaining revenue, and creating growth through upsell/cross-sell (with clear examples of how you sourced, shaped and progressed opportunities). Strong value-based selling and storytelling skills: you can quantify impact, build a business case, and present success metrics/ROI confidently to executive sponsors and C-suite. Experience running structured account governance (e.g., CSPs, QBRs/EBRs, exec sponsor plans), translating customer goals into measurable plans and driving them to completion. Comfortable managing complex, multi-stakeholder enterprise accounts—navigating economic buyers, decision-makers, champions and influence networks to drive change. Proficient in MEDDPICC or similar sales methodology Evidence of proactively identifying risk and leading “save plans”: diagnosing root causes, mobilising internal teams, and executing clear recovery plans with pace and accountability. Strong cross-functional leadership: you’re effective at coordinating Product, Delivery/Implementation, Support and Sales to unblock customers and deliver outcomes, without needing formal authority. Analytical and systems-minded: you enjoy using data (usage, outcomes, financials) to spot patterns, forecast risk, and prioritise where to invest time for maximum impact. Technically curious and quick to learn: you can understand customer environments and product capabilities well enough to advise, educate and credibly challenge. Excellent prioritisation and execution in a fast-paced environment; you can manage multiple workstreams, run a tight cadence, and keep stakeholders aligned. Clear, direct communicator with high ownership: you follow through, set expectations well, and bring energy and professionalism to customer interactions. What we offer in return 💰 Competitive salary of £60,000 - £76,000 depending on experience + 30% commission 🏝️ 27 days of annual leave (including 3 days Christmas closing), with the option to roll over 3 days 🏡 Hybrid working with two days a week from our dog-friendly Hoxton office and on-site gym 🏥 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. 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.