Senior Customer Success Manager, ProFinda
Workforce optimisation platform
Be an early applicant
Workforce optimisation platform
21-100 employees
Be an early applicant
21-100 employees
Company mission
To continue pioneering the skills and optimization agenda, to transform the world of work, to help every employee achieve their full potential, to eliminate bias, and help ensure we all have fun doing it!
Role
Who you are
- This is a senior individual contributor role designed for an experienced professional who thrives on managing high-value, complex relationships while simultaneously helping to define the "ProFinda Way" of customer success
- A Trusted Advisor: You have the gravitas to engage with senior customer stakeholders and Directors, including large enterprises, moving beyond "vendor" status to become a strategic partner
- A Builder: You are comfortable with ambiguity and excited by the prospect of building processes (QBRs, Success Plans, Health Dashboards) from scratch rather than just following them
- Commercially Astute: While focused on our customer’s successful product adoption, you also understand the mechanics of retention, upsell and can identify growth opportunities and foster these through to final negotiation stages
- Collaborative: You effectively bridge the gap between Sales, Delivery, Enablement, and Product to advocate for the customer
- Senior Experience: 7+ years of experience in Account Management, Customer Success, or Consulting, specifically within the SaaS or B2B technology space
- Enterprise DNA: Proven track record of managing large, complex enterprise accounts (e.g., Big 4, Global Consultancies) and navigating matrixed stakeholder maps
- Commercial Fluency: Experience owning retention targets and identifying expansion revenue. You understand the difference between "customer happiness" and "customer value."
- Process Design: Ability to create and document new workflows (e.g., "How we do QBRs," "How we measure health") without needing a pre-existing playbook
- Cross-Functional Leadership: Ability to influence internal teams (Product, Delivery, Sales) without direct authority to get things done for the customer
- Superior Communication: Exceptional presentation and written skills, capable of tailoring narratives for executive audiences
What the job involves
- You will actively manage a portfolio of our most strategic accounts, transitioning them from sales-led relationships to long-term value partnerships
- As one of the first roles in this function, you will play a pivotal part in establishing our engagement playbooks, health metrics, and retention strategies, setting the standard for future team members
- Own the Strategic Relationship: Serve as the core relationship owner for a defined book of high-value accounts. You will move beyond day-to-day tactical support (owned by other supporting teams) to focus on strategic alignment, value realization, and long-term goals
- Drive Retention & Expansion: Take ownership of the contract renewal strategy, beginning discussions 90-120 days out. You will proactively identify and qualify upsell/cross-sell opportunities, handing qualified leads to Sales Managers for commercial closure
- Establish CS Best Practices: Help design and scale a repeatable, best-in-class Customer Success function. This includes defining the structure for Quarterly Business Reviews (QBRs), creating standard Success Plans, and establishing baseline client health metrics
- Monitor Account Health: Develop and maintain a "Client Health Dashboard," tracking license saturation, utilization metrics, and risk factors to proactively identify churn risks before they escalate
- Facilitate Value Realization: Work closely with the Enablement team to diagnose adoption challenges and ensure customers are achieving their defined business outcomes
- Voice of the Customer (VoC): In close collaboration with the Enablement Leads, act as the strategic conduit between the customer and our Product team, filtering feature requests through a lens of business impact and strategy rather than just volume
- Forecasting & Governance: Provide accurate revenue forecasts and 6-month outlooks to leadership, ensuring visibility into the health and growth potential of your portfolio
Salary benchmarks
Our take
Ensuring that the day-to-day achievements of staff contribute effectively towards business goals can be complex, especially when those goals rapidly change and evolve. ProFinda’s workplace optimisation platform enables companies to organise, redeploy, and reskill their workforces to align with changing priorities, giving their teams the information and power to focus their efforts towards business success.
ProFinda leads the market in offering organisations visibility and control of the talent within their companies. Its advanced skills ontology creates a changeable and searchable record of the expertise of employees, so that they can be deployed where their skills are most needed and on projects that align with their specialities. When business priorities change, clients can respond swiftly and shift their staff where they are needed, efficiently and in real-time.
ProFinda has made some high-profile partnerships along the way, including with KPMG, and is now an established player in the industry. Funds raised by the company have fuelled expansion into the US, alongside continued and accelerating growth.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 3 rounds)
Dec 2025
$0.8m
LATE VC
Oct 2019
$1.4m
EARLY VC
Total funding: $8.7m
Company benefits
- All staff are given the equipment they require to carry out their roles successfully
- All staff are entitled to 25 days of holiday a year, plus 8 bank holidays and a few 'company' bank holidays in the summer
- We want to ensure you grow and learn while you're with us, as such every employee has access to an L&D budget
- We have quarterly meet-ups and team retreats to make sure you get to know your colleagues face-to-face
- We believe in results, not deadlines, and ensure our employees' have a great work/life balance
Company HQ
Bermondsey, London, UK
Leadership
Roger Gorman
(CEO)Also founded ProFinda Impact. Former Innovation Consigliere at Draftfcb.
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