Customer Success Manager

Gorilla

MISSION Gorilla is the margin intelligence platform for energy retailers. We help some of the largest energy companies in UK, Europe, the US, and Australia understand where they make and lose money, from portfolio level down to individual customer contracts. We are entering a phase where protecting and growing our existing customer base matters as much as winning new logos. Our annual renewals represent millions in recurring revenue, and every one of them is an opportunity to deepen the relationship, expand into new modules, and prove the compounding value of our platform. ABOUT THE ROLE You'll own the full commercial lifecycle of Gorilla's existing customer accounts - renewals, pricing, commercial strategy, and expansion - across a portfolio of Enterprise and Strategic accounts, primarily UK-based, with accounts also across Europe, the United States and Australia. This is a farmer role, not a hunter role: you're not chasing new logos, you're running 6–12 months ahead of every renewal, building the pricing and expansion strategy for each account, and turning retention into growth. There's no fixed playbook here.Every account sits on its own pricing history, so the role calls for real commercial creativity, not just process execution. You'll own a book of roughly £3-4m of annual renewals, measured on renewed ARR and expansion revenue from day one. Today this work sits with the CSM and the exec team on top of everything else.This hire gives our existing customers the dedicated commercial attention they deserve and frees leadership to focus on new business. You'll own renewal negotiations, pricing and packaging, contract amendments, upsell strategy, and commercial QBR content, working closely with our Customer Success Manager, who owns product adoption and day-to-day customer engagement. When usage data shows a customer nearing capacity, you build the upgrade case. When adoption is strong, you open the expansion conversation. When there's risk, you shape the retention strategy. You turn commercial signals into growth. RESPONSIBILITIES * Own the full commercial renewal process across our Enterprise and Strategic accounts, maintaining a clear, accurately forecasted pipeline of timing, risk, and expected ARR. * Build a bespoke commercial strategy for each account — using usage data, market context, and each customer's pricing history to develop compelling business cases for additional modules and deeper integration. * Act on signals surfaced by the Customer Success Manager, building the expansion case commercially before renewal conversations start. * Map and manage multi-stakeholder accounts, from economic buyer to day-to-day champion, and know how to navigate the politics between them. * Lead the commercial component of QBRs and strategic reviews, translating adoption data into a value narrative and handle the harder conversations, including contract amendments, pricing corrections, and telling a customer why a price is going up. * Partner with our energy consultants and solution consulting team to quantify expansion value and build credible ROI narratives for customer stakeholders. * Feed customer and market insight back into Product and Marketing: what customers value, what they're asking for, and where the energy market is heading. WHAT YOU'LL BRING * Real commercial creativity - the ability to build a bespoke pricing and expansion case, including quantification of the past and extrapolation of the future ROI and, from a blank page for every account, rather than executing a standard playbook. This is the single most important trait for this role. * Proven ownership of enterprise SaaS renewals and expansion, with six-figure+ deal sizes, measured on retained and expanded ARR; managed through relationships with 6-10 people buying committees at various layers of the customer’s organisation. * A strategic eye for growth levers others miss, whether that's a regulatory shift creating urgency, a new business unit that needs what we offer, or a competitor stumble that opens a door. * Strong negotiation instincts, equally comfortable presenting to a VP of Commercial or holding firm with a sophisticated procurement team. * Experience in energy, utilities, or another complex regulated vertical is a strong advantage. Our customers are energy leaders, portfolio managers and pricing leaders who expect their vendors to understand their world. If you don't come from energy, you can show you'll get there fast. * Familiarity with enterprise sales methodologies - we useMEDDPICC for deal scoring. * Structured and proactive by nature, working ahead of renewal dates rather than reacting to them. WHAT'S IN IT FOR YOU * Flexible ways of working – We’re a hybrid-first company, with offices designed for collaboration and connection. Where there isn’t a Gorilla office nearby or regular travel to an office isn’t practical, we support remote working. From day one, you'll be equipped with the best laptop for your role, so you have everything you need to do your best work. * At Gorilla, we don't just watch the energy transition happen, we help make it viable. We build the intelligence layer that lets energy retailers see, steer, and protect their margins, giving them the financial clarity and operational room to invest confidently in renewables, storage, and flexibility. It's serious work with real impact on a cleaner energy system, and we have some fun along the way. * Core Benefits - Wherever your location, you can expect a generous PTO allowance and health insurance coverage. * At Gorilla, you'll work with genuinely sharp people on hard problems that matter. As we build the category leader in Energy Margin Intelligence, there's real room to leave your mark and grow your scope alongside the company. Lifelong learning is part of our DNA, and we care about your individual dreams and ambitions, beyond just work. * International Travel: We host Gorilla Company-Wide Gatherings where we all get a chance to see each other in real life. Past locations have included Belgium, Portugal, the Netherlands, and Spain.

Infinite Lambda

The Account Manager (AM) is a key client partner and collaborative leader within Infinite Lambda. Responsible for owning and growing accounts, AMs play a crucial role in ensuring successful delivery, maintaining client satisfaction, and driving commercial outcomes. While AMs are expected to operate independently, they collaborate closely with delivery teams and seek support from Senior Account Managers when needed. This role belongs to the Account Management Department, part of the broader Customer Success Division. AMs work cross-functionally with Engineering Excellence and Delivery Excellence teams, ensuring alignment between client goals and internal execution. This role does not include direct reports but requires strong leadership through influence. You will collaborate with engineers, architects, analysts, project managers, and commercial teams to deliver measurable client outcomes and drive revenue growth. KEY OBJECTIVES * Drive sustainable, forecastable growth: Secure new business opportunities from assigned accounts, retain clients, and ensure their satisfaction through exceptional delivery. * Build enduring partnerships: Establish yourself as a trusted partner to clients, ensuring long-term collaboration and profitability. You lead by example and foster a culture based on trust, empowerment, and excellence with your accounts and the teams you work with.   DETAILED RESPONSIBILITIES CLIENT RELATIONSHIP MANAGEMENT * Develop and nurture strong relationships with assigned clients, serving as the main point of contact and advocate for their needs; * Understand each client’s business objectives, challenges, and strategic goals to deliver tailored solutions that align with their vision; * Proactively establish Infinite Lambda as a trusted partner, consistently delivering tangible value and maintain client engagement ; * Facilitate regular check-ins, quarterly business reviews, and strategic planning sessions to ensure alignment and promote long-term partnerships. * Act as a cultural ambassador, fostering trust-based relationships that reflect Infinite Lambda’s values and create a positive, lasting experience for both clients and colleagues; * Champion sustainable growth by aligning client success with long-term partnership and responsible use of data and AI technology. REVENUE GROWTH & ACCOUNT DEVELOPMENT * Identify upselling and cross-selling opportunities within client environments; * Drive renewals and contract discussions, with support from commercial leadership as needed; * Drive financial performance by meeting revenue targets, securing competitive pricing, and maintaining consistent growth in gross margins and profitability; * Proactively manage opportunity pipelines, converting opportunities into measurable revenue. STRATEGIC ACCOUNT PLANNING * Define and implement account strategies in line with the direction provided by the Chief Customer Success Officer (CCO); * Collaborate with sales, marketing, and delivery teams to develop comprehensive account strategies that leverage Infinite Lambda’s offerings and expertise; * Analyse client industries, competitors, and market trends to identify growth opportunities and mitigate risks; * Contribute insights to product and service development based on client feedback and market needs.   SALES HANDOVER & ONBOARDING * Take ownership of new accounts after contract signature; * Lead smooth client onboarding processes in coordination with delivery and sales.   COLLABORATION & INTERNAL ALIGNMENT * Coordinate with project teams to ensure alignment on client deliverables, project timelines, and resource allocation; * Work closely with project teams to identify opportunities for innovation or new initiatives within accounts; * Act as the primary escalation point for client-related issues, ensuring swift and effective resolution while preserving relationships; * Provide regular updates and insights to internal stakeholders, ensuring company-wide visibility on account health and performance. OPERATIONAL EXCELLENCE * Maintain high standards across account efficiency, revenue performance, and client experience; * Track KPIs: revenue growth, NPS, forecast accuracy, GSS/FSS; * Produce at least two domain-relevant artefacts per year (e.g. case studies, blogs, market insights).   COMPENSATION AND PERFORMANCE TARGETS The compensation for the Account Manager role is composed of a base salary and a variable component tied directly to performance. The variable portion is determined by success in three key performance indicators (KPIs): * Financial Accuracy & Stability: Ensuring accounts are managed with precision, budgets are adhered to, and financial processes are stable and reliable; * Net Promoter Score (NPS): Driving client satisfaction and advocacy, as measured by their likelihood to recommend our services; * Account Revenue Growth and Sustain: Strategically fostering account growth through innovative solutions and long-term revenue stability. This structure aligns rewards with results, ensuring performance excellence is recognised and incentivised.   MEASUREMENT METRICS The success of the Account Manager role is evaluated based on the following categories:   CLIENT SATISFACTION * Client Feedback (NPS): Track satisfaction trends quarterly, ensuring consistent improvement from the baseline; * Referrals & Testimonials: Secure at least one public recommendation or referral per client. REVENUE GROWTH * Upselling/Cross-selling Revenue * Revenue Target Achievement * Gross Margin * Growth and Sustain Score (GSS) * Financial Stability Score (FSS) ACTIVITY & PRODUCTIVITY * Client Interactions: Maintain consistent touchpoints through regular meetings and planning sessions. * Forecast Accuracy: Minimise the variance between initial forecasts and actual revenue.   QUALIFICATIONS AND SKILLS * Proven extensive experience in account management, client relationship development, and revenue growth; * Strong ability to build inclusive, trusted relationships with business and operational stakeholders, grow toward engaging executive leadership, and create positive experiences; * Strong consultative skills, with the ability to identify and address client needs proactively; * Excellent problem-solving skills with a results-driven mindset; * Outstanding communication, negotiation, and presentation skills; * Proficiency in analysing financial metrics and delivering data-driven insights; * Demonstrated ability to manage multi-year accounts in a dynamic environment; * High level of autonomy and capability to work with minimal oversight while delivering measurable results; * Exceptional collaboration and alignment skills, ensuring seamless interaction between clients and internal teams; * Commitment to supporting sustainable growth. ▶ ▶ Submit your CV in English in PDF. ▶ ▶ Mind that as we are an international team, internal communication is in English. ▶ ▶ To ensure legislative compliance, applicants may be asked to provide up-to-date proof of a clean criminal record. Examples of said proof include extract n°3 of the Criminal Record (France), Büntetlen előélet (Hungary), Disclosure and Barring Service (DBS) check (UK), an extract from the Criminal Register (Slovakia), or a country-specific equivalent. Providing proof of a clean criminal record is the final step in the hiring process and will only be requested should the applicant accept an offer from Infinite Lambda.   Infinite Lambda is an equal opportunity employer. Our inclusive culture celebrates diversity and treats everyone with dignity and respect. Accordingly, our selection process will never discriminate against applicants on the grounds of any characteristics, such as disability, age, gender, sexual orientation, family status, race, faith or other.

Paddle

What do we do? Paddle offers digital product companies a completely different approach to their payment infrastructure. Instead of assembling and maintaining a complex stack of payments-related apps and services, we’re a Merchant of Record for our customers. That means we take away 100% of the pain of payment fragmentation. It’s faster, safer, cheaper, and, above all, way better. We’re backed by investors including KKR, FTV Capital, Kindred, Notion, and 83North and serve over 6000 software sellers in 245 territories globally. The Role: We are looking for an experienced Senior Product Manager to shape our churn prevention and retention offering across our payments and billing platform. This is a commercially critical product area at Paddle: the decisions made here directly shape subscription revenue, customer lifetime value, churn rates, and merchant trust in our platform. You will own churn prevention, dunning, and salvage flows, and the customisation layer that lets merchants tailor billing experiences to their own customers and markets. You'll operate as the senior product voice for retention across engineering, design, and commercial leadership, and you'll be expected to set the standard for what we ship and how we think about customer-centric product development at Paddle. You'll work in a trio with a strong engineering lead and an experienced product designer, with regular exposure to Sales, Solutions, Customer Success, Risk, Finance, and Exco. This is an opportunity for an experienced operator who wants to own a product area that genuinely moves the needle on retention and revenue. What you'll do: Strategy & Roadmap Ownership * Own the long-term vision and strategy for retention, grounded in subscriber behaviour, merchant feedback, competitive benchmarks, and Paddle's commercial goals. Translate this into a roadmap you can defend at Exco and to customers. * Make and stand behind tough prioritisation calls across subscription management, churn prevention, offer mechanics, and merchant customisation. * Navigate multi-stakeholder trade-offs where the right answer requires judgement across technical constraints, commercial impact, compliance, and UX. Domain & Subject Matter Expertise * Lead product strategy for dunning, payment recovery, and proactive retention interventions. Define when, how, and what to surface to at-risk customers to extend lifetime value. * Build the surfaces and logic for upsell, cross-sell, and promotional offers within the billing experience. Partner with growth and data teams to personalise and test offer mechanics. * Define and deliver the customisation layer, including branding, language, flow configuration, that lets merchants tailor the buyer experience to their product and audience. * Think like a platform builder: build configurable, extensible surfaces that serve a diverse merchant base without fragmenting the codebase or support burden. Data, Metrics & Commercial Impact * Own the KPIs that matter like retention rate, involuntary churn, offer conversion, incremental revenue; Weave them into the strategic narrative for the business. * Dive into data independently. We don't expect you to wait for an analyst; we expect you to pull the numbers (with AI help where it accelerates you), form a hypothesis, and bring a recommendation. * Use product data to influence business strategy beyond your immediate roadmap: pricing, GTM, risk policy, and customer segmentation. Product Development & Delivery * Lead end-to-end delivery of complex, multi-faceted initiatives without needing oversight. * Define and ensure high standards for your team in all product development stages: discovery, specs, experimentation, launch quality, and impact measurement. * Work in a tight trio with engineering and design to ship fast, instrument well, and iterate based on real customer signals. Use AI tooling to compress the loop from idea to spec to prototype. * Run a continuous programme of optimisation to compound retention and UX gains across high-volume billing surfaces. Stakeholder Management & Storytelling * Align senior stakeholders including Exco, Sales leadership, and key merchants around the product strategy for retention. Tailor the message, never the substance. * Craft compelling written narratives. At this level we expect your docs to be the artefact that drives decisions, not a deck or a meeting. * Be a credible technical partner to engineering on billing logic, integrations, and platform decisions. We'd love to hear from you if: * You're used to owning a high-stakes, commercially critical product area end-to-end with clear, measurable business impact. * You have specific, hands-on experience with payments, billing, or comparable consumer-facing fintech at scale. You understand subscription economics, churn mechanics, dunning strategy, and how small UX changes move retention. * You've worked on high-volume, buyer-facing products where small technical or UX changes have outsized commercial impact, and you can talk through specific wins you've owned. * You're technically credible, comfortable in the details with engineers, and able to reason about billing systems, APIs, and trade-offs without needing them to translate. * You're data-fluent and metrics-led. You don't believe a thing until you've seen the numbers, and you can run your own analysis end-to-end. * You use AI as a daily force multiplier for research, writing, analysis, and building functional prototypes. You can show specific examples of how it has changed the quality and speed of your output. * You've built and shipped in scale-up or startup environments, including zero-to-one work. You're at home with ambiguity, not blocked by it. * You're an outstanding written and verbal communicator. Your writing changes minds. * You're comfortable managing hard trade-offs across merchants, Sales, Engineering, Compliance, and Exco and you stay constructive when the room is tense. * You value regular, in-person collaboration with your team and wider stakeholders. Everyone is welcome at Paddle At Paddle, we’re committed to removing invisible barriers, both for our customers and within our own teams. We recognise and celebrate that every Paddler is unique and we welcome every individual perspective. As an inclusive employer we don’t care if, or where, you studied, what you look like or where you’re from. We’re more interested in your craft, curiosity, passion for learning and what you’ll add to our culture. We encourage you to apply even if you don’t match every part of the job ad, especially if you’re part of an underrepresented group. Please let us know if there’s anything we can do to better support you through the application process and in the workplace. We will do everything we can to support any accommodations needed. We’re committed to building a diverse team where everyone feels safe to be their authentic self. Let’s grow together. Our Values * Paddle Together - “None of us, is as smart as all of us” * Paddle Simply - “Simple can be harder than complex: you have to get your thinking clean to make it simple” * Paddle for others - “We can realise our wildest dreams, so long as we help enough other people to realise theirs” Why you’ll love working at Paddle We are a diverse, growing group of Paddlers across the globe who pride ourselves on our transparent, collaborative and respectful culture. We are a ‘digital-first’ company, which means you can work remotely, from one of our stylish hubs, or even a bit of both! We offer all team members unlimited holidays and 4 months paid family leave regardless of gender. We invest in learning and will help you with your personal development via constant exposure to new challenges, an annual learning fund, and regular internal and external training.