Mid-Market Customer Success Manager , Semble

• CSM experience with named account ownership: A track record of 3+ years managing a commercial SaaS portfolio across the full customer lifecycle - ARR protected, accounts genuinely developed, not just renewals processed. You are KPI literate and can speak confidently to your GRR and NRR performance - with the specific numbers and context to back it up
• Commercial understanding and NRR ownership: You understand what your accounts are spending and what they should be getting for it. You are comfortable having direct value conversations, know the commercial impact of your work, and treat NRR ownership as a natural part of how you run a portfolio
• Experience running onboarding for complex accounts: Managing onboardings with genuine complexity - migrations, multiple stakeholders, technical setup, training delivery. Comfortable as both project manager and relationship holder simultaneously, and able to coordinate internally without losing the customer in the process
• Comfort with a wide product: Experience with software that customers critically depend on to run their operations - not a tool used occasionally by one team. At Semble, the platform touches clinical operations, billing, compliance, and patient engagement across different stakeholder groups
• A proactive, self-directed working style: You do not take account health at face value. You dig into usage signals, challenge accounts when they are underutilising the product, and flag risk before it surfaces. You bring a plan, not just updates
• AI literacy and genuine curiosity: Ai is something you are actively engaging with. You are in the early adopter camp: already exploring what AI can do for your workflow, your portfolio analysis, your communications. This mindset matters as Semble builds towards an AI-enabled CS operating model
• A clear upward trajectory in CS: Ideally including progression within the same organisation, not just lateral moves. We want to see recognition for performance, harder accounts taken on, and capabilities developed that did not come easily
• Degree educated or equivalent
• We welcome applications from people of all backgrounds and all walks of life, including any typically underrepresented groups in the technology industry. We also encourage applications from disabled and neurodiverse candidates, so if there are any adjustments we can make to support you throughout the recruitment process, please do let us know

Desirable

• As a Mid-market CSM you will own a portfolio of accounts, with values ranging between £16k-£60k+ ARR, with an average ACV of £20K ARR and growing as Semble scales post Series C
• You cover the full customer lifecycle, from sales handover through to onboarding, continual adoption, expansion, and renewal
• These are not simple accounts, they involve multi-site practices, complex migrations, API integrations, and multiple stakeholders with different definitions of success
• Your job is to understand what each account is genuinely trying to achieve, operationally and commercially, and make sure Semble is central to how they get there
• This is not a role for someone who wants a settled playbook to follow
• Post Series C, Semble is scaling quickly and the CS function is evolving with it
• NRR is your core metric, and protecting and growing it means working closely across Sales, Product, Support, and Marketing
• Your impact on those internal relationships matters as much as what you deliver directly with customers
• The expectation is that you bring the discipline of excellent CS practice and the curiosity to challenge how it is done
• Using AI to work smarter across a demanding portfolio, spotting patterns before they become problems, always looking for ways to focus more on what matters most - increasing time spent with customers
• You will report to Emma, our Head of CS, and join a team with a high standard and the ambition to keep raising it
• Where the people in the role are expected to help shape how it evolves, not just execute within it
• Your portfolio's NRR: A clear, live view of every account: what needs protecting, what is at risk, and where the relationship needs active investment. Your knowledge of your book should be instinctive, not something you pull together ahead of a review
• The full customer lifecycle: From the moment a new account is handed over from Sales, you own everything that follows - discovery, onboarding, training delivery and continual adoption through to renewal. The quality of how you start a relationship shapes the commercial ceiling for everything that comes after
• Value and growth across your portfolio: Knowing what your accounts are getting from Semble and where more value exists - for them and for us. You understand the commercial picture across your portfolio and work closely with Sales when the right conversations need to happen
• Customer insight that lands: You will hear things across 55+ accounts that Product, Marketing, and leadership need to know. Your job is not just to log feedback, but to translate it into specific, actionable input that shapes how Semble develops