Enterprise Customer Success Manager, Semble

• Senior CSM experience: A track record of managing high-value accounts (£50k to £500k+ ARR), with evidence of conducting QBRs and engaging at exec / C-suite level. You can point to specific accounts where you drove transformation conversations and secured executive buy-in - not just attended the meeting
• A clear upward trajectory in CS: Ideally including promotion within the same organisation, not just a series of lateral moves. We want to see someone who has been recognised for their performance and grown as a result
• NRR ownership: A personal track record of positive NRR and exceptional GRR across an owned portfolio, with strong renewal and upsell performance you led rather than just supported
• Stakeholder progression: You can point to specific accounts where you built your way into senior and executive relationships from operational starting points - through the quality of your work rather than just the passage of time
• Commercial instincts: You think in revenue terms and act on them, treating expansion conversations and commercial risk as natural parts of how you manage a portfolio rather than tasks that need prompting from elsewhere
• Comfort with a wide product: You've worked with software that customers critically depend on to run their business, not a tool used occasionally by one team. Multiple workflows, multiple personas, multiple points of value to own. At Semble, the platform touches clinical operations, scheduling, billing, compliance, and patient communications. If you've managed a genuinely wide product and held the full picture across diverse stakeholders in the same account, you'll know what is required to succeed
• Product curiosity and adoption ownership: You take genuine interest in how a wide, operationally embedded product works in practice across different types of customers. You treat adoption as your responsibility, not the customer's - you want to understand how an account is actually using the platform, where they're underutilising it, and what good looks like for their specific setup. Value realisation is core to how you run a portfolio of accounts
• Resilience in fast-moving environments: Experience with fast-scaling or operationally demanding clients where you've created clarity and commercial outcomes in environments that were still building their own internal processes
• AI literacy: You actively use AI tools to increase your own effectiveness and have hands-on experience building or customising workflows and agents. You understand where AI genuinely helps and where it does not. With customers, you lead with judgment and human relationship - using AI to work smarter behind the scenes rather than as a shortcut through the parts of CS that actually matter
• Data and systems fluency: Proficient in Excel, CRM (HubSpot or equivalent), BI tooling and customer health tools. You use data to make decisions and prioritise rather than to record what has already happened
• Degree educated or equivalent

Desirable

• As an Enterprise CSM at Semble, you will own a focused portfolio of up to 40 accounts spanning upper mid-market to enterprise, with individual ARRs typically ranging from £50k to £400k (with some larger Enterprise accounts expected in the future)
• Some will be large, well-structured healthcare organisations where your work centres on deepening value and unlocking the next stage of growth
• Others will be scaling operators where internal processes are still forming, senior stakeholders are changing, and the commercial relationship needs consistent, active management from your side
• NRR is your core metric. You will maintain a clear picture of where every account stands against it, working closely across sales, product, support, and marketing to protect and grow revenue
• How you manage and coordinate across those internal relationships matters as much as what you deliver directly with your customers. You'll report to Emma, our Head of CS and join our CS team with a remit to own and develop how we manage some of our most strategically important accounts
• Your portfolio's commercial health: A clear, live view of where every account stands against NRR, what needs attention, and where the growth opportunity sits. Your knowledge of your book should be instinctive rather than something you pull together before a review
• Relationships at every level: From the people using Semble day to day through to the senior leaders who hold the budget. Senior access is not assumed here; it is built through the quality of your work and the credibility you earn over time
• Expansion you found, not expansion you were handed: Proactive identification and progression of commercial opportunities, working in close partnership with sales. You know where the growth is in your portfolio before anyone has to tell you
• Customer insight that actually lands: Translating what you hear on the ground into specific, actionable input for product, marketing, and leadership. At this level, your customer relationships give you access to insight that should actively shape how Semble develops