Customer Success Manager

Unlike most software companies, we don't sell a platform that customers log into and configure themselves. We power other

companies' products. Our speech engine sits inside broadcasters' live captioning workflows, call centre quality tools, medical

transcription software, legal record systems, anywhere that getting the words right is non-negotiable. Your customers aren't

evaluating us by a dashboard. They're trusting us with the core of their product. That makes this role genuinely interesting and

genuinely demanding, and means there is a lot to learn. We'll invest in your development, but we need someone who wants to go

deep, not stay at the surface.

You’ll be responsible for building strong relationships, driving product usage, and leading on renewals and account growth. Acting

as the voice of the customer across the business, you’ll collaborate closely with cross-functional teams to ensure customer needs

are understood and reflected in our roadmap. This is a high-impact role at the heart of a fast-growing AI company, offering the

opportunity to work with a broad and dynamic portfolio of customers.

• Managing a diverse book of business starting c.£1M ARR across c.50 accounts.
• Owning all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion.
• Building deep knowledge of each customer’s use case, helping them drive value through new product feature adoption, expanding

into new markets ultimately help grow their business.

• Taking full ownership of renewals, cross-sell and upsells.
• Collaborating closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned

delivery and feedback loops.

• Working together with Sales Engineers to deliver technical support ensure our customers have an optimised solution.
• Regularly communicating performance, risks, and opportunities across your accounts to internal stakeholders.

• Proven experience in Customer Success or Account Management in a fast-paced environment; ideally in SaaS, AI/ML, or API-based

technology.

• A commercially driven mindset with experience owning renewals, negotiating contracts, and identifying growth opportunities.
• Strong communicator, both written and verbal. Additional language skills; particularly Spanish, would be a strong advantage but

are not required.

• Someone who thrives in a start-up or scale-up culture; proactive, adaptable, and ready to get stuck in.
• Able to navigate technical conversations confidently and work cross-functionally with internal teams.
• Organised and analytical, with the ability to present data and insights clearly to drive decision-making.
• A genuine interest in speech technology, AI, and delivering long-term customer value.

We encourage you to apply even if you do not feel you match all of the requirements exactly. The list of requirements is intended

to show the kinds of experience and qualities we’re looking for, but it is not exhaustive. If you are interested in the role, the

team, and our mission, we would love to consider your application. We are always open to conversations and look forward to hearing

from you.

Speechmatics is the leading expert in Speech Intelligence, and uses AI and Machine Learning to unlock business value in human

speech worldwide. We work with an amazing mix of global companies, and our technology can integrate into our customers stack

irrespective of their industry or use case – making it the go-to solution to harness useful information from speech.

Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the

latest techniques to disrupt the market. We believe in putting people first; we’ll do all we can to help you develop your skills

and give you the tools you need to thrive. Our Focus Fridays give you an undisturbed day of focus, offset with Together Tuesdays

when we have our team meetings, so you've always got the right balance.

We have structured a hybrid approach that includes 2-3 designated office days each week. This arrangement ensures that while we

embrace the advantages of remote work, we also maintain the vital connection and synergy that only in-person interactions can

foster.

No matter what stage of your career you’re at - from paid internships and first-job opportunities through to management and senior

positions - we’ll support you with the training and development needed to reach your career aspirations with us. There really is

no shortage of opportunities here for you to get involved and collaborate with those around you to deliver your best work.

We offer incredibly flexible working, regular company lunches, and birthday celebrations. But that’s not all. We’ve spoken to our

teams to find out what they want. From Private Medical, and Dental for you and your family, through to global working

opportunities, a generous holiday allowance and pension/401K matching, we want to make sure our employees and their families are

looked after. Every employee will receive a working from home allowance for tech or home office equipment (on top of your choice

of laptop and accessories of course). Our approach to parental leave is designed to support employees globally. While this varies

by geo, we have support in place for parents (including adoption assistance and reproductive health services) to ensure they have

the time and financial resources needed to care for their growing families.

That's not just about our tech – it's the heart and soul of who we are. We welcome different experiences, viewpoints, and

identities. For us, it’s not just the right thing to do; it’s our catalyst for sparking innovation and creativity. Our teams

thrive in an environment that celebrates and supports everyone – no matter their gender, identity or expression, race, disability,

age, sexual orientation, religion, belief, marital status, national origin, veteran status, pregnancy, or maternity status.

But we don’t just open the door to diversity – we actively welcome it. Why? Because we believe every unique voice adds something

special to our team, leading us to smarter solutions and a better workplace.

So, come as you are and join our Speechling community. We’re building a place where every voice not only gets heard but is also

respected and valued.

For more information on us, please visit our website and follow Speechmatics on our social channels

via Twitter, Facebook, LinkedIn, and YouTube.

WE RELY ON LEGITIMATE INTEREST AS A LEGAL BASIS FOR PROCESSING PERSONAL INFORMATION UNDER THE GDPR FOR PURPOSES OF RECRUITMENT AND

APPLICATIONS FOR EMPLOYMENT.