Mention Me on cord

Mention Me

Senior Customer Success Manager

External position
London, UK
Hiring internally for Mention Me?
Retail Technology · E-Commerce
The Referral Engineering™ platform for conversion-obsessed ecommerce brands.
Active
over 6 months ago
Posted
a week ago
Checked
cord regularly checks that external positions are still open
13 hours ago

Skills & Experience

Job roles: CSM/Account Manager
Experience level: Senior, Lead
Core skills considered: Account Management, Customer service, Customer support
Other skills considered: Stakeholder Management, Business Development Strategy

Logistics

Base salary: Undisclosed
Some companies on cord are unable to disclose salaries publicly due to internal company policies. Message the company for salary information.
Employment type: Permanent
Remote working: Hybrid
Visa sponsorship: Not available

Job Description

As a Senior Customer Success Manager, you will own the post-sale relationship with our most valuable accounts; complex organisations with multi-stakeholder buying committees, and sophisticated technical environments. 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 businesses. You will spend the majority of your time on-site with customers, building relationships across the levels of their business, challenging conventional thinking, and guiding 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 complex 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, stakeholder mapping, 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 accounts of different sizes, coordinating across CRM, Marketing, Customer Experience, Data, and IT teams simultaneously.
  • Navigate the internal politics, competing priorities, and slow decision-making cycles that characterise organisations in different industries, 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 escalate, 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 businesses 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.

Requirements

Essential Experience

  • 5+ years in a Customer Success, Strategic Account Management, or Management Consulting role, with a minimum of 3 years working exclusively with 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 organisations of different sizes, industry and geography: 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 a large portfolio, with clear examples of upsell and expansion driven through relationship-led strategy.
  • Background in Martech, CRM, CDP, marketing automation, or data-driven marketing technology strongly preferred; experience as a CRM or marketing practitioner is a significant advantage.
  • Comfortable with 30%+ 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.

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. You are influential, credible and professional.
  • Enterprise navigator: you understand how complex 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. You are data driven, metric savvy and effective forecasting.
  • 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. You identify solutions to optimise processes to make decisions faster, with less risk.
  • Highly organised: you manage a complex, high-value portfolio without dropping the ball, and you know when to delegate versus when to stay close.

Company Benefits

  • Competitive salary depending on experience + plus stock options
  • A challenging but rewarding scale-up environment full of ambitious, talented and supportive individuals
  • Personal development: we offer an individual training budget, a mentoring programme and a personal challenge fund
  • A fortnightly hack day to learn and experiment individually or as a team
  • 25 days annual holiday (plus one day each year for up to five years) exc. bank holidays,
  • Company pension scheme
  • Enhanced parental leave
  • Cycle to work scheme
  • Client-based learning events
Senior Customer Success Manager at Mention Me
Position posted a week ago

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Starling Bank on cord

Starling Bank

Full Stack Engineer (ML Ops)

London, UK
FinTech · Banking · Finance
A better bank for everyone
Active
over 6 months ago
Responds to
0% of requests
Responds in
1h 55m
Requests
7 pending

Skills & Experience

Job roles: Full Stack
Experience level: Mid, Senior
Core skills considered: Java, React, Redux, AWS, JavaScript

Logistics

Base salary: £70K - £110K
Employment type: Permanent
Remote working: Hybrid (up to 2 remote days p/w)
Visa sponsorship: Not available

Job Description

Starling is the UK’s first and leading digital bank on a mission to fix banking! Our vision is fast technology, fair service, and honest values. All at the tap of a phone, all the time.

Starling is the UK’s first and leading digital bank on a mission to fix banking! We built a new kind of bank because we knew technology had the power to help people save, spend and manage their money in a new and transformative way.

We’re a fully licensed UK bank with the culture and spirit of a fast-moving, disruptive tech company. We’re a bank, but better: fairer, easier to use and designed to demystify money for everyone. We employ more than 3,000 people across our London, Southampton, Cardiff and Manchester offices.

Our technologists are at the very heart of Starling and enjoy working in a fast-paced environment that is all about building things, creating new stuff, and disruptive technology that keeps us on the cutting edge of fintech. We operate a flat structure to empower you to make decisions regardless of what your primary responsibilities may be, innovation and collaboration will be at the core of everything you do. Help is never far away in our open culture, you will find support in your team and from across the business, we are in this together!

The way to thrive and shine within Starling is to be a self-driven individual and be able to take full ownership of everything around you: From building things, designing, discovering, to sharing knowledge with your colleagues and making sure all processes are efficient and productive to deliver the best possible results for our customers. Our purpose is underpinned by five Starling values: Listen, Keep It Simple, Do The Right Thing, Own It, and Aim For Greatness.

Hybrid Working

We have a Hybrid approach to working here at Starling - our preference is that you're located within a commutable distance of one of our offices so that we're able to interact and collaborate in person. We don't like to mandate how much you visit the office and work from home, that's to be agreed upon between you and your manager.

Our Data Environment

Our Data teams are excited about the value of data within the business, powers our product decisions to improve things for our customers and enhance effective and agile decision making, regardless of what their primary tech stack may be. Hear from the team in our latest blogs or our case studies with Women in Tech.

We are looking for talented data professionals at all levels to join the team. We value people being engaged and caring about customers, caring about the code they write and the contribution they make to Starling. People with a broad ability to apply themselves to a multitude of problems and challenges, who can work across teams do great things here at Starling, to continue changing banking for good.

Requirements

We have built our entire banking platform in house and mostly in Java. We are looking for people who want to work on building the tooling that is used by our engineers on a daily basis.

We are looking for people who are truly full stack, and are as comfortable polishing their javascript front end as they are debugging the innards of their java applications database interactions, or standing up infrastructure with terraform. We are looking for people who can:

  • Design REST apis.
  • Code backend services, ideally using Java, or another other server side compiled language.
  • Develop modern front ends, ideally using React and Redux.
  • Get their code into the cloud and support it there, ideally on AWS.
  • Believe in clean coding, simple solutions, automated testing and continuous deployment.
  • Like to take ownership of a feature from the original idea through to live.
  • Think (like us) that a small number of empowered developers is the right way to deliver software.

Company Benefits

  • 33 days holiday (including flexible bank holidays)
  • An extra day’s holiday for your birthday
  • 16 hours paid volunteering time a year
  • Part-time and/or flexible hours available for most roles
  • Salary sacrifice, company enhanced pension scheme
  • Life insurance at 4x your salary
  • Hybrid/remote working
  • Private Medical Insurance with VitalityHealth including mental health support and cancer care. Partner benefits include discounts with Waitrose, Mr&Mrs Smith and Peloton
  • Generous family-friendly policies
  • Varied social groups set up and run by our employees
  • Perkbox membership giving access to retail discounts, a wellness platform for physical and mental health, and weekly free and boosted perks
  • Access to initiatives like Cycle to Work, Salary Sacrificed Gym partnerships and Electric Vehicle (EV) leasing

Full details are available on our careers site

Interview Process

Interviewing is a two way process and we want you to have the time and opportunity to get to know us, as much as we are getting to know you! Our interviews are conversational and we want to get the best from you, so come with questions and be curious. In general you can expect the below, following a chat with one of our Talent Team:

  • Stage 1 - 30 mins with one of the team
  • Stage 2 - Take home challenge
  • Stage 3 - 90 mins technical interview with two team members
  • Stage 3 - 45 min final with an executive and a member of the people team
Alex Yeates on cord
Message Alex Yeates at Starling Bank
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