Enterprise Customer Success Manager

Mention Me Ltd
Role Overview

As an Enterprise Customer Success Manager, you will own the post-sale relationship with our most strategic accounts; large, complex, global organisations with multi-stakeholder buying committees, sophisticated technical environments, and six-figure-plus annual contracts. You will be the trusted advisor and executive sponsor these customers rely on to realise value, expand their use of the platform, and become champions of our product inside their organisations.

This role demands someone who is genuinely comfortable operating at the most senior levels of a large enterprise. You will spend the majority of your time on-site with customers, building relationships across the C suite, challenging conventional thinking, and guiding large organisations through significant changes in how they approach marketing, customer acquisition, and advocacy.

This is not a remote-first, reactive role. It requires presence, gravitas, and the ability to navigate the complexity and politics that come with managing relationships inside large, matrixed organisations. You must be willing and able to travel 30% or more of your time to customer locations across the UK and internationally.

Key Responsibilities

Executive Stakeholder Engagement

• Build and own trusted relationships at C suite and VP level across your portfolio, including CMOs, CEOs, CTOs, and their direct reports, ensuring you are seen as a strategic partner rather than a vendor contact.
• Develop a deliberate executive engagement plan for each account, mapping influence, identifying champions, and building relationships that exist independently of any single point of contact.
• Lead and facilitate executive business reviews (EBRs) that speak the language of business outcomes, not product features. Connecting platform ROI to board level priorities.
• Be unafraid to challenge executive stakeholders constructively, pushing back on misaligned strategies and guiding large organisations out of their comfort zone when it serves their long term success.

Navigating Large Enterprise Organisations

• Chair and lead complex, multi-workstream programmes within large enterprise accounts, coordinating across CRM, Marketing, Customer Experience, Data, and IT teams simultaneously.
• Navigate the internal politics, competing priorities, and slow decision making cycles that characterise large organisations, building coalitions of support and maintaining momentum through change.
• Identify and develop internal champions at multiple levels of the organisation, ensuring adoption and advocacy is not reliant on a single sponsor.
• Manage complex stakeholder matrices with diplomacy, patience, and strategic intent, knowing when to elevate, when to push, and when to listen.

Account Growth & Revenue

• Own Net Revenue Retention (NRR) and Gross Revenue Retention (GRR) targets for your portfolio of enterprise accounts.
• Proactively identify and qualify expansion opportunities, including upsell, cross sell, and new use cases.
• Lead commercial negotiations for renewals and multi year contract expansions, building a compelling business case grounded in demonstrated value.
• Understand the procurement and budget cycles of large enterprises and plan your commercial engagement accordingly.

Value Realisation & Onboarding

• Lead the onboarding of new enterprise customers, orchestrating cross functional internal teams (Operations Support, Product) to deliver fast, measurable time to value.
• Co develop tailored Success Plans with each customer that map platform capabilities to their specific strategic objectives, with clear milestones and measurable KPIs.
• Act as a subject matter expert on the platform and its application to marketing, CRM, advocacy, and organic growth, guiding customers through the adoption lifecycle with authority and confidence.

Voice of the Customer

• Represent the customer’s perspective and interests internally, synthesising feedback from across your portfolio to influence product roadmap, pricing, and packaging decisions.
• Develop referenceable customers and support Marketing with case studies, testimonials, event speakers, and community participation.
• Collaborate with the marketing team to support client retention and advocacy initiatives, positioning your accounts as proof points for the platform’s impact.

Essential Experience

• 5+ years in a Customer Success, Strategic Account Management, or Management Consulting role, with a minimum of 3 years working exclusively with large enterprise or global strategic accounts.
• Proven, demonstrable experience building and managing executive-level relationships (VP and above) within large, matrixed organisations, this is non negotiable.
• A track record of successfully navigating complex enterprise organisations: managing multiple stakeholder groups, chairing cross functional programmes, and sustaining engagement across long sales and success cycles.
• Demonstrable history of retaining and growing revenue within an enterprise portfolio, with clear examples of upsell and expansion driven through relationship led strategy.
• Comfortable with 50%+ travel to customer sites, predominantly UK with some international travel required.
• Approaches AI as a practical tool for doing better work; whether that’s faster research, sharper prep for client calls, or smarter prioritisation. Should use it to support reporting, analyse health signals and scale personalisation.

Desirable Experience

• Background in Martech, CRM, marketing automation, or data driven marketing a strong advantage and will accelerate your ramp time significantly.
• Experience working with SMB or mid market customers, where speed, volume, and efficiency matter as much as depth of relationship.
• Familiarity with advocacy, referral, or loyalty marketing concepts.

Skills & Competencies

• Executive presence: you are credible, composed, and confident engaging with senior stakeholders. They respect your perspective and value your counsel.
• Fearless challenger: you are comfortable pushing back on C suite stakeholders, guiding large organisations through uncomfortable change, and standing firm when it is in the customer’s best interest.
• Enterprise navigator: you understand how large organisations work: the politics, the approval structures, the competing agendas. You find a way through, not around.
• Commercially sharp: you identify expansion signals early, build compelling business cases, and understand how to structure commercial conversations with enterprise procurement teams.
• Consultative and curious: you ask the right questions, listen deeply, connect business challenges to platform solutions, and tailor your approach to each organisation’s maturity and goals.
• Data driven: you are comfortable using usage data, dashboards, and ROI analysis to substantiate your recommendations and build compelling narratives for renewal and expansion.
• Highly organised: you manage a complex, high value portfolio without dropping the ball, and you know when to delegate versus when to stay close.

Why Join Mention Me?

• A market leading product suite trusted by world class brands
• A fast moving sales team where results and ambition are rewarded
• A collaborative, supportive environment that values initiative and ownership

Here are some of our favourite perks and benefits, but we have so many more!

• Hybrid working
• Private medical insurance with Vitality, including enhanced mental wellbeing support, dental and vision policies and a range of lifestyle benefits and great incentives
• Life insurance
• Two Celebration Days; additional time off for you to celebrate religious days, cultural events, birthdays, anniversaries, or any other significant day that’s important to you
• Enhanced parental leave
• 25 days annual leave (plus public holidays), increasing over your time as a Mentioneer
• Up to date tech you’ll need (we love Macs)