Customer Success Manager - Central London Office

• Powtoon is a leading AI-powered visual communication platform trusted by 95% of the Fortune 500 to transform how organisations communicate, train, onboard, and scale knowledge.
• From AI-generated video and enterprise branding to interactive avatars and global localisation, Powtoon helps businesses turn complex information into engaging, scalable experiences across the workforce.
• As our Enterprise business continues to grow, we are looking for a commercially-minded Customer Success Manager to partner with strategic customers, drive measurable business outcomes, and own retention and expansion across a portfolio of Mid-Market and Enterprise accounts.
• This is not a traditional support-led CSM role.
• This is a strategic, commercially accountable role focused on:
• customer outcomes revenue retention expansion growth executive stakeholder management long-term partnership building
• You will work closely with Sales, Product, and Leadership teams while acting as a trusted advisor to some of the world’s most recognised organisations.
• What You’ll Be Responsible For Manage and grow a portfolio of Enterprise and Mid-Market customers
• Build trusted relationships with senior stakeholders across L&D, HR, Internal Communications, Enablement, IT, and Transformation teams
• Deeply understand customer goals, organisational priorities, and success metrics
• Drive onboarding, adoption, engagement, and long-term value realisation
• Lead strategic business reviews focused on outcomes, ROI, and growth opportunities
• Identify and progress expansion opportunities in partnership with Account Executives
• Use customer data and platform insights to proactively drive adoption and reduce risk
• Act as the voice of the customer internally by collaborating closely with Product and Leadership teams
• Help customers scale their use of AI-powered communication and enablement across their organisation
• What Makes Someone Successful Here
• You’re commercially minded and genuinely enjoy helping customers succeed
• You’re consultative rather than reactive
• You know how to build credibility with senior stakeholders
• You can uncover business pain points and translate them into growth opportunities
• You combine relationship-building skills with analytical thinking
• You thrive in fast-moving environments where ownership and autonomy matter
• You’re excited by AI, transformation, and the future of workplace communication
• Requirements
• What We’re Looking For 3–6+ years experience in Customer Success, Account Management, or commercial post-sales roles within B2B SaaS

Experience owning retention, renewals, or expansion targets

• Comfortable managing Enterprise or strategic customer relationships
• Strong commercial acumen and analytical capability
• Ability to interpret customer usage data and translate insights into action plans
• Strong discovery, presentation, and storytelling skills
• Experience partnering closely with Sales teams on expansion opportunities
• Excellent written and spoken English
• Nice to Have
• Experience working with Enterprise L&D, HR, Internal Communications, or Enablement teams
• Experience with AI-enabled, transformation, or communication-focused platforms
• Familiarity with HubSpot, Salesforce, Gainsight, or similar CRM/CS tools
• Benefits
• Why Join Powtoon?
• Join a profitable, growing global SaaS company used by millions worldwide
• Work with globally recognised Enterprise customers
• Play a visible role in one of the company’s fastest-growing business areas
• Be part of a collaborative, ambitious, and entrepreneurial culture
• Hybrid working from our Central London office (Aldwych)

Weekly Deliveroo allowance

• Fully stocked office
• Volunteering initiatives
• CycleScheme