Senior Customer Success Manager (UK)

About The Role

We’re looking for a Customer Success Manager who is energized by the challenge of scaling new go-to-market motions and driving business impact across a portfolio of high-value customers.

At 11x, we call this a Full Stack CSM—you’ll own the entire customer journey: from onboarding and consulting on use cases, to managing ongoing success and even leading commercial conversations. You won’t just manage accounts—you’ll serve as a strategic advisor to executive stakeholders, deeply embed yourself in customer workflows, and proactively identify opportunities to expand adoption and value. Ideal candidates have hands-on GTM experience—whether through sales, partnerships, business development, or supporting go-to-market tools—and are passionate about building long-term relationships that lead to outsized outcomes.

What You’ll Do

• Act as a trusted advisor to C-level and VP stakeholders, aligning our digital workers to their strategic goals and success metrics
• Drive adoption, onboarding, and expansion across teams by surfacing new use cases, leading training sessions, and articulating impact
• Own and grow your book of business, with a strong focus on renewals, upsell, and product stickiness
• Partner cross-functionally with product, engineering, and GTM teams to shape roadmap, resolve friction, and co-create scalable success
• Contribute to the broader customer ecosystem—developing playbooks, leading community events, and sharing insights

Requirements

• 5\+ years in a customer-facing role (Customer Success, Account Management, Business Development, etc.)—preferably in SaaS, AI, or GTM tech
• A strong understanding of the go-to-market landscape—you’ve either carried a quota, supported sales teams, or helped deploy tools used by GTM orgs
• A builder’s mindset: proactive, resourceful, and unafraid to get hands-on in a fast-moving environment
• Exceptional communicator and relationship-builder, comfortable engaging senior execs and managing complex projects
• You sweat the details, thrive on ownership, and are motivated by helping customers win
• Onsite in our London office three days a week—this role is highly collaborative and benefits from being in the room