Account Manager / Customer Success Manager (Commerical)

About Hook

We’re building the future of customer growth. At Hook, we use AI and Machine Learning to help businesses predict revenue with accuracy, drive customer loyalty, and capture massive value from their existing customers.

We’re a Series A company who ranked 33 out of 100 on the Sifted fastest growing startups and we have raised $multi-million in funding from some of the top investors in Europe and the US (e.g. Balderton Capital and Lightspeed) and have an enviable list of customers that we’re working with including some of the fastest growing companies in the world. We’re looking for ambitious people that want to be part of our meaningful vision of changing how businesses engage with their customers, and of building one of the world’s leading workplaces for great people along the way.

The Role:

We’re looking for a commercially driven Customer Success Manager / Account Manager to own and grow revenue across Hook’s customer base. This is a revenue-owning role, responsible for retention, expansion, and renewals across strategic accounts.

You’ll operate as the commercial owner of your accounts, combining strategic relationship management, product expertise, and commercial negotiation to drive long-term revenue growth.

Many of our customers are Customer Success teams themselves, so you’ll be working with highly sophisticated buyers. That means you’ll need strong commercial instincts, credibility with senior stakeholders, and the ability to translate product value into measurable business outcomes.

In this role, you’ll own the customer lifecycle end-to-end: from initial strategy sessions to adoption, value realisation, and renewals. You’ll be responsible for ensuring our customers achieve measurable success with Hook, while also shaping how we define and deliver customer success as a discipline.

What you’ll be doing

• Own commercial performance across your accounts, including renewals, expansion pipeline, and revenue growth.

• Identify and close expansion opportunities through strategic account planning and stakeholder engagement, Project managing success plans & running strategic reviews

• Act as a product and technical expert: quickly develop deep knowledge of Hook’s platform, and coach customers on best practices for adoption and integration.

• Partner with customer success leaders (your peers!): build credibility with CSMs, revenue leaders, and executives to help them achieve value from Hook.

• Build relationships with economic buyers and executive stakeholders to drive long-term account growth.

• Collaborate internally: work with Product, Engineering and Sales to ensure deliverables are met and feedback is actioned.

• Contribute to the future of Customer Growth at Hook: continuously iterate on our processes and approach, helping us set the benchmark for customer success excellence at scale.

Who are we looking for?

• Experience in a commercial Customer Success or Account Management role in SaaS, with responsibility for renewals, expansion, and revenue growth across a portfolio of accounts.

• Strong technical aptitude: comfortable learning complex software quickly, understanding integrations, and explaining technical concepts in simple terms.

• Proven track record of hitting commercial targets, including managing renewals, identifying expansion opportunities, and closing upsells or cross-sells.

• Exceptional communication skills, with confidence presenting to both large audiences and senior stakeholders.

• Experience building outcome-driven customer success plans and managing multiple workstreams simultaneously.

• Organised and proactive: able to prioritise accounts effectively while also thriving in a fast-moving environment with evolving playbooks.

Base salary - £70,000 - £80,000+ £30,000 OTE uncapped (depending on experience)

Benefits

🏖️ 27 days holiday (option to buy and sell holiday) + bank holidays

📈 Generous stock options

🏥 Private health insurance so you can get the best care you need

🧘 Flexible monthly wellness allowance that you can use monthly on things like gyms, yoga, mental health & healthy food

📚 Annual learning & development budget for every employee

🏢 Flexible working - we’ll all come together three days a week but otherwise you can work from home or come into our awesome office in Liverpool Street

💻 The best equipment for everyone to work with

Our founder and team are incredibly passionate about creating a company culture that is diverse, inclusive, productive and enjoyable for all our colleagues. As part of a growing start-up team, we expect a lot from you and will work hard to make sure you have everything you need to be at your best.