Customer Success Manager (United Kingdom)

About the Company

Altruistiq is an enterprise SaaS that enables the world's leading consumer packaged goods companies to have a positive impact on the world. Our platform underpins a growing suite of applications and services and has rapidly emerged as a category leader in environmental sustainability. We are building a world-class team, and are looking for an entrepreneurial Customer Success Manager who wants to change the world.

This is a fast-paced startup environment, and we expect our Customer Success Managers to be able to support the customer journey from end to end. We will be honest: this role will be demanding, and at times stressful. It also promises to be uniquely rewarding for those that meaningfully contribute to nurturing and growing customer accounts.

About the Role

As a Customer Success Manager at Altruistiq, you'll play a key part in advancing our customers' sustainability journeys and turning them into Altruistiq advocates. This is an experienced position requiring strong customer management skills, deep product knowledge, and the ability to address and resolve customer challenges independently. You'll be accountable for the customer journey across a portfolio of accounts, ensuring customers realise maximum value from our platform. Beyond traditional customer success, you'll drive innovation in how we leverage AI and automation to deliver exceptional support at scale, setting the gold standard for AI-enabled customer success within the sustainability SaaS space. You'll have the opportunity to build out and refine the customer journey as well as the various processes to support customers at scale. This role is perfect for someone who thrives in a startup environment, loves building from the ground up, and wants to make a tangible impact on both customer success and the planet.

Responsibilities

• Manage a portfolio of customer accounts, conducting QBRs, monitoring health scores, driving product adoption, and ensuring customers achieve measurable value and successful outcomes

• Drive retention and NRR through proactive churn prevention, leading renewals and identifying expansion opportunities

• Contribute to building scalable customer success processes, maintaining CRM hygiene, tracking key metrics (retention, adoption, CSAT, time-to-value), and creating customer-facing resources

• Support platform success via Intercom by helping maintain and improve our AI-driven support ecosystem (chatbot, help centre, self-service) and encouraging adoption of centralised support channels

• Partner cross-functionally with Sales, Professional Services, Product, and Platform Operations to deliver seamless experiences and continuously improve our post-sales processes

Qualifications

• 4+ years of experience as a Customer Success Manager, Account Manager, or similar customer-facing role at an enterprise SaaS company

• Experience building and executing account plans to drive adoption and ensure long-term customer success

• Experience managing multiple stakeholders, including technical and non-technical decision-makers

• Strong technical curiosity and product mindset, with the ability to quickly grasp how our platform, data flows, and integrations work

• Experience using CRM, Customer Support/Success, and Project Management tools (e.g. Salesforce, Intercom, Asana, ChurnZero), with a data-driven approach to Customer Success (specific tools flexible)

Required Skills

• Strong technical orientation: You have a passion for technology and a proven ability to quickly learn and master the "under-the-hood" mechanics of new products

• Strong analytical skills: Ability to diagnose technical issues, interpret data (support metrics, customer health data, usage patterns), and provide practical solutions

• Exceptional communication and interpersonal skills: Exceptional ability to explain technical workflows and build strong relationships with a variety of stakeholders, including senior sustainability leaders at some of the world's largest Consumer Goods companies

• Creative, self-starter mentality: Ability to manage initiatives independently in a fast-paced environment with examples of innovating to improve customer experiences and driving internal efficiencies

• Understanding of Enterprise businesses: Strong grasp of how Enterprise businesses operate and how they integrate various software tools and systems

• Platform operations expertise: Understanding of customer support platforms (e.g. Intercom), chatbot optimisation, and AI-driven support models

• Process improvement orientation: Identifies opportunities to optimise workflows, prioritise scalability, and drive efficiency

Preferred Skills: While subject matter expertise in sustainability is helpful, we intend to provide this through on-the-job training.

Our Benefits Include

• Equity, because we believe our team should all have a stake in the company we're building

• Competitive compensation package

• Private health insurance

• Uncapped holiday policy

• Flexible working, remote-first environment

• Events to spend time together as a team

At Altruistiq we believe a diverse team is a better team.

We welcome you to apply, and if there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch. We are committed to equal employment opportunity regardless of race, colour, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender, gender identity or expression, or veteran status. We are proud to be an equal-opportunity workplace. If there are accommodations that can be made to make the application and interview process more accessible for you please just get in touch.