Customer Success Manager, Powtoon

• You’re commercially minded and genuinely enjoy helping customers succeed
• You’re consultative rather than reactive
• You know how to build credibility with senior stakeholders
• You can uncover business pain points and translate them into growth opportunities
• You combine relationship-building skills with analytical thinking
• You thrive in fast-moving environments where ownership and autonomy matter
• You’re excited by AI, transformation, and the future of workplace communication
• 3–6+ years experience in Customer Success, Account Management, or commercial post-sales roles within B2B SaaS
• Experience owning retention, renewals, or expansion targets
• Comfortable managing Enterprise or strategic customer relationships
• Strong commercial acumen and analytical capability
• Ability to interpret customer usage data and translate insights into action plans
• Strong discovery, presentation, and storytelling skills
• Experience partnering closely with Sales teams on expansion opportunities
• Excellent written and spoken English

Desirable

• As our Enterprise business continues to grow, we are looking for a commercially-minded Customer Success Manager to partner with strategic customers, drive measurable business outcomes, and own retention and expansion across a portfolio of Mid-Market and Enterprise accounts
• This is not a traditional support-led CSM role
• This is a strategic, commercially accountable role focused on:
• Customer outcomes
• Revenue retention
• Expansion growth
• Executive stakeholder management
• Long-term partnership building
• You will work closely with Sales, Product, and Leadership teams while acting as a trusted advisor to some of the world’s most recognised organisations
• Manage and grow a portfolio of Enterprise and Mid-Market customers
• Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation teams
• Deeply understand customer goals, organisational priorities, and success metrics
• Drive onboarding, adoption, engagement, and long-term value realisation
• Lead strategic business reviews focused on outcomes, ROI, and growth opportunities
• Identify and progress expansion opportunities in partnership with Account Executives
• Use customer data and platform insights to proactively drive adoption and reduce risk
• Act as the voice of the customer internally by collaborating closely with Product and Leadership teams
• Help customers scale their use of AI-powered communication and enablement across their organisation