Customer Success Manager

About us

Every revenue team has the same two reps. One runs a deal like clockwork: follows up the day after the call, keeps the buyer's plan moving, knows when to bring in the champion's boss. The other has the same pipeline and the same tools, and is quietly two weeks behind on everything. Companies spend fortunes on intelligence software, enablement and coaching to close that gap, and it stays open, because all of it depends on a human remembering to act.

Flowla was built to remove that dependency. We are a revenue execution platform, and at the centre of it is REX, an AI agent that works as a player-coach for the sales team.

As a player, REX runs the deal. It sits on one connected brain for every opportunity, drawing signal from calls, email, Slack, CRM, the deal room and the action plan, and it executes: the follow-up, the next step, the nudge to the stakeholder who's gone quiet.

As a coach, REX develops the rep. Because it sees what every rep actually does across every deal, it measures skill against a competency framework, flags where each person needs to improve, and connects them to the right learning inside the platform. Reps get better on the job, not in a workshop. Leaders see who is ready to sell without asking for a status update.

The role

We’re looking for an experienced Customer Success Manager to own customer relationships after the sale, help customers achieve measurable value and retain and grow their accounts.

Our sales journey includes a scoped proof of concept (POC) before customers make a longer-term commitment. You’ll become involved during the POC so you understand the customer’s goals, then lead the customer-facing work around onboarding, training, adoption, support and renewal. You’ll work alongside a Solutions Engineer, who remains the customer’s technical contact and leads implementation and complex technical work.

What you’ll do

• Own a customer portfolio: Build relationships with users, champions and senior stakeholders. Maintain success plans, monitor usage and lead regular reviews that show progress against each customer’s goals.
• Guide customers into production: Learn the intended outcomes during the POC, prepare onboarding, coordinate users and training during implementation, and help customers adopt the solution after go-live.
• Lead customer support and risk management: Handle routine questions, track issues through resolution and coordinate technical escalations with the Solutions Engineer. Identify accounts at risk and lead recovery plans.
• Own renewals: Maintain an accurate renewal forecast, present evidence of value, lead renewal conversations and negotiate within agreed commercial limits.
• Develop expansion opportunities: Discover new needs, establish the customer’s desired outcome and pass qualified opportunities to the sales team. Work with the Solutions Engineer when a new use case needs technical validation or another scoped POC.
• Improve how we work: Create repeatable approaches to adoption reviews, renewals and escalations. Share customer feedback with Product and help develop less experienced colleagues as the team grows.

What we’re looking for

• Roughly 4–6 years of relevant customer success or account management experience, including at least 2 years managing B2B SaaS accounts and renewals.
• Evidence that you have independently managed a customer portfolio, handled renewal risk and retained customers through an annual renewal cycle.
• Confidence leading conversations with senior customer stakeholders and turning product usage and customer outcomes into a clear case for renewal.
• Commercial judgement: you can identify an expansion opportunity, qualify it and collaborate effectively with an AE to progress it.
• Strong organisation and follow-through across onboarding, support, adoption and renewal work.

We’ll be particularly interested in the results you have achieved: the accounts you retained, risks you resolved, adoption you improved and expansion opportunities you helped create.

How success is measured

You’ll be accountable for the health and retention of your assigned accounts, customer adoption and the quality of expansion opportunities you develop. The £20,000 target variable pay is linked to defined retention, expansion and adoption outcomes; we’ll provide the targets and payout terms during the hiring process.