Account Manager / Customer Success Manager, Hook
Commercial
£100-110k
OTE
£70-80k
BASE
+ Stock options
2-3 days a week in office (Liverpool Street, London)
Predictive revenue growth platform
Open for applications
Predictive revenue growth platform
21-100 employees
Open for applications
£100-110k
OTE
£70-80k
BASE
+ Stock options
2-3 days a week in office (Liverpool Street, London)
21-100 employees
Company mission
To reinvent how businesses engage with their customers and grow revenue from their existing customers using data and machine learning insights.
Role
Who you are
- Experience in a commercial Customer Success or Account Management role in SaaS, with responsibility for renewals, expansion, and revenue growth across a portfolio of accounts
- Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms
- Proven track record of hitting commercial targets, including managing renewals, identifying expansion opportunities, and closing upsells or cross-sells
- Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders
- Experience building outcome-driven customer success plans and managing multiple workstreams simultaneously
- Organised and proactive: able to prioritise accounts effectively while also thriving in a fast-moving environment with evolving playbooks
What the job involves
- We’re looking for a commercially driven Customer Success Manager / Account Manager to own and grow revenue across Hook’s customer base
- This is a revenue-owning role, responsible for retention, expansion, and renewals across strategic accounts
- You’ll operate as the commercial owner of your accounts, combining strategic relationship management, product expertise, and commercial negotiation to drive long-term revenue growth
- Many of our customers are Customer Success teams themselves, so you’ll be working with highly sophisticated buyers
- That means you’ll need strong commercial instincts, credibility with senior stakeholders, and the ability to translate product value into measurable business outcomes
- In this role, you’ll own the customer lifecycle end-to-end: from initial strategy sessions to adoption, value realisation, and renewals
- You’ll be responsible for ensuring our customers achieve measurable success with Hook, while also shaping how we define and deliver customer success as a discipline
- Own commercial performance across your accounts, including renewals, expansion pipeline, and revenue growth
- Identify and close expansion opportunities through strategic account planning and stakeholder engagement, Project managing success plans & running strategic reviews
- Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration
- Partner with customer success leaders (your peers!): build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook
- Build relationships with economic buyers and executive stakeholders to drive long-term account growth
- Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned
- Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale
Salary benchmarks
Our take
Hook are developing a powerful machine learning platform that informs subscription businesses which enterprise customers they need to focus on, and what actions they need to take to increase loyalty.
With the increasing amount of companies offering subscriptions as their main or additional revenue streams, the type of insights Hook provide are particularly relevant. They want to change how businesses engage with their customers by harnessing the power of technology, which will require a strong technical team.
Backed by some of the top early stage investors in Europe – including LocalGlobe and Mulesoft founder Ross Mason – Hook has already started working with customers, including some of the fastest growing companies in the world.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
50% female employees
Company
Funding (2 rounds)
Dec 2023
$11.7m
SERIES A
Apr 2021
$2.8m
SEED
Total funding: $14.5m
Company benefits
- Generous stock options for all employees at all levels
- Generous Bupa private medical insurance
- £80 flexible monthly wellness allowance on a prepaid card that you can use on things like gyms, yoga, healthy food, or whatever else makes you feel healthy outside of work
- Stunning modern private offices full of plants in a Victorian building overlooking Liverpool Street station with meeting rooms open to all, breakout spaces, dedicated desks, large screens throughout to share ideas, and fridges full of soft drinks, beer, snacks & fresh fruit
- Our flexible working is consistently rated 9.5/10 by our employees. The whole team is in the office on Tuesdays & Fridays and the rest is work where you want. We don't do start or finish times and we have a company culture of minimising internal meetings. Everyone has a key to our stunning private offices which are available 24/7 to use when you want
- Annual £500 learning and development budget for every employee on a prepaid card to spend on books, training courses, exams, or anything else which helps you progress at work
- 27 days holiday (excl. bank holidays)
- Office fresh fruit & snacks, weekly lunches, monthly team nights out, quarterly team events and an annual 2-day retreat (in 2021 we hired sailing yachts to the Isle of Wight)
Company values
- Customers come first - We go above and beyond in everything we do; always on the lookout for ways to make our customers happier
- Leadership is a state of mind - We all behave like leaders: accountable, inspiring, and willing to play an active role across the business
- Everyone on the same team - We support each other, learn together and share in each other’s successes. It’s our collective responsibility to look out for each other
- Ambition followed by execution - We’re passionate and brave, but always follow through on our big ideas, turning plans into detailed action
- Respect is our default - We treat everyone with kindness, act with integrity, and celebrate the diversity that makes our teams special
Company HQ
City of London, London, UK
Leadership
Firaas Rashid
(CEO)Led IT Operations at Credit Suisse, followed by CTO and Head of Customer Success EMEA for AppDynamics (acquired by Cisco for $3.7bn) growing the business from $170m to $550m in revenue in 2 years.
People progressing
Amelia joined Hook as a Business Operations Manager in February 2021. They were promoted after 6 months to Hook's Head of Business Operations, leading their own team of Operations Associates.
Diversity, Equity & Inclusion at Hook
Firaas Rashid (Founder & CEO)
- We live and breathe diversity through everything that we do - our primary goal as a company is to build the best workplace for ambitious people that want to be part of a team; the only way we do that is by having true diversity weaved through our DNA
- We think diversity is more than just ticking boxes - it means bringing in people from different backgrounds, experiences and opinions, and providing a safe space to work and express your opinions
- We believe that truly having a mixed team generates diverse opinions and thoughts leading our direction and this is the only way to create an incredible working environment that remains innovative and fun
- We're 50/50 on gender, many of us grew up abroad, our first software engineer and sales rep were both female and we've found pizza is the only universally liked food in the team (with a vegan option!)
- We make sure that our investors and suppliers match our company values and are are as diverse as we are - we don't work with suppliers that don't agree with our values
- We encourage you to stalk us on LinkedIn to see more about our backgrounds and understand more about our team
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