Customer Success Manager
About the role
The Customer Success Manager at Swap is responsible for owning and growing a portfolio of strategic, high-revenue accounts. This role requires strong commercial acumen, excellent stakeholder management skills, and the ability to handle complex escalations and coordinate internal teams.
Key Responsibilities
Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion.
Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion.
Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required.
Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence.
Run structured, high-impact QBRs and strategic check-ins, tying product value to customer business outcomes.
Collaborate cross-functionally with Product, Support, Onboarding, and Finance to deliver against customer goals.
Maintain accurate forecasting, account health tracking, and CRM hygiene for your book of business.
What we would like to see
Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment.
Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts.
Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders.
Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities.
Strategic thinker who can translate customer goals into clear account plans and execution.
Comfortable working in a fast-paced, scaling startup with evolving processes and ambiguity.
Strong communication skills, both written and verbal, with the ability to simplify complex topics.
Experience using CRM and customer success tooling (e.g. HubSpot, Salesforce, Vitally, Zendesk or similar).
Benefits
Competitive base salary
Stock options in a high-growth startup
Competitive PTO with public holidays additional (and your birthday off!)
Pension contributions
Private health
Gym and wellness benefits
Mental health benefits
Quarterly team offsite budget
Thursday happy hour
Breakfast Mondays
Diversity & Equal Opportunities
We embrace diversity and equality in a serious way. We are committed to building a team with a variety of backgrounds, skills, and views. The more inclusive we are, the better our work will be. Creating a culture of equality isn't just the right thing to do; it's also the smart thing.