Enterprise Growth Customer Success Manager

Company overview

Techspert is a fast-growing technology scale-up with offices across the UK, US, and Chile. We’ve developed AI-driven technology that revolutionises how knowledge is indexed, identified, and sourced across healthcare, life sciences, consulting, capital markets, and corporate strategy teams.

Our mission is to disrupt the traditional expert network industry using cutting-edge machine learning technology — making expert knowledge faster, smarter, and more scalable.

We’re growing quickly in a lean, agile environment that prioritises ownership, pace, and impact. Successful applicant will join with the ability to meaningfully influence Techspert’s growth and delivery strategy.

Role overview

The Enterprise Customer Success Manager is responsible for activating, developing, and growing a portfolio of enterprise customer accounts, with a primary focus on driving demand and expanding engagement within a largely cold customer base.

This role manages enterprise customers who are commercially contracted but not yet fully active. Success requires a strong commercial mindset, the ability to drive revenue by educating and engaging users, multi-threading relationships and building trusted partnerships with Senior and operational Stakeholders in cold or low-relationship accounts.

Key responsibilities

• Own a portfolio of large enterprise customer accounts

• Engage accounts that are often cold or minimally active at point of ownership, operating in competitive, multi-vendor environments

• Map stakeholders and decision-making structures within complex organisations

• Build and deepen relationships across multiple levels of the organisation, creating internal champions beyond procurement

• Develop and execute account plans focused on education, engagement, expansion and revenue growth

• Proactively generate demand within accounts through targeted outreach, enablement, and opportunity identification

• Lead commercial discussions including expansions and renewals

• Maintain regular, structured engagement to build momentum, trust and and long term relationships, driving repeat usage

• Work closely with Sales and Project Management teams to drive success

• Feed back market and customer insights to improve commercial strategy, product direction, and case studies

What success looks like

• Increased number of projects and opportunities shared within enterprise accounts

• Growth in active engagement and repeat usage across cold user or low-engagement user bases

• Sustainable revenue growth within assigned accounts through adoption and expansion

Skills & Competencies

Essential

• Strong enterprise account management and consultative CS capability

• Confidence engaging cold or low-engagement enterprise accounts

• Ability to build credibility and relationships across multiple stakeholders, including senior leaders

• Commercially driven, outcome-focused mindset

• Strong influencing, negotiation, and communication skills

• Resilience and persistence in complex, competitive environments

Desirable

• Experience in service-led or professional services environments

• Familiarity with usage-based or PAYG commercial models

Experience & Background

Required:

• Proven experience in Enterprise Account Management, Customer Success, or a sales-adjacent commercial role

• Track record of growing revenue through expansion, adoption, or increased engagement within enterprise accounts

• Experience managing complex, multi-level stakeholder organisations

• Willingness to travel both domestically and internationally as and when required

Nice to Have:

• Background in professional services, managed services, or enterprise consulting