Senior Customer Success Manager
CareScribe
8 days ago
Full-time
Remote friendly (Bristol, England, United Kingdom)
United Kingdom
£50,000 - £60,000 GBP yearly
Customer Success Manager
Base salary: £50,000–£55,000 depending on experience (rising to £60,000 as you develop in the role) + 25% OTE
Location: Hybrid, with at least 2 days per week in our Bristol office. You'll need to live within commuting distance of Bristol.
At CareScribe, we're building the foundations for more inclusive, neurodiverse-friendly spaces.
We build assistive technology that removes barriers and helps people work and study independently. Our products are used by thousands of students, employees and organisations across the UK, including Caption.Ed, for live captioning and note-taking, and TalkType, dictation software that turns voice into text.
Our ambition is to become a trusted partner for organisations, combining technology, knowledge and enablement to make inclusion work in real life, every day. Not just through individual adjustments, but through systems, tools and confidence that scale.
Everything we build is grounded in real user needs and lived experiences. Many of our users are neurodivergent or disabled, and they rely on our products every day. We believe trust is earned through genuine adoption, measurable outcomes and products people truly value.
We're recently PE backed and moving from startup to scale up. We're being bold about the direction: expanding beyond the UK, growing from individual products into a wider platform with new products in development, and sharpening our focus on where we can have the most impact. This role sits right in the middle of that shift.
As we grow, we're looking for a Mid Level QA Engineer to drive quality, usability and accessibility across our products, now and as the platform grows.
A Note from the Hiring Manager:
Hi, I'm Chris Dring, Head of Customer Experience. I'm looking for someone who sees Customer Success as both a customer and a commercial role. You care about the people you work with, you take the initiative, and you're comfortable owning the revenue that comes with a strategic portfolio.
We have a clear strategy to grow the B2B side of our business, and this role is critical to delivering it. You'll have genuine influence from day one, and I want you to respectfully challenge our ideas and help build a leading Customer Success function. You'll own your outcomes, knowing the team has your back and the best idea wins, regardless of seniority.
About the Role
You'll own a portfolio of around 10 of our largest global enterprise customers, from onboarding through to renewal, and be accountable for protecting and growing the revenue they bring. You'll work with senior stakeholders to understand what each organisation is trying to achieve, build the plan to get them there, and make sure they can clearly see the value and return they're getting from us.
As a senior member of the team, you'll help shape and build our Customer Success function as we grow. You’ll be the person others turn to when an account gets complicated, and your customer insight will inform decisions across the business.
In this role, success means customers clearly achieve value and ROI from adopting our products. Renewals are planned early, executed smoothly and closed on time. Risks are surfaced and addressed before they escalate, and revenue growth is driven by outcomes rather than transactions. Customers view you as a strategic partner, not a support function.
What You'll Be Doing
Owning your accounts
Location: Hybrid, with at least 2 days per week in our Bristol office. You'll need to live within commuting distance of Bristol.
At CareScribe, we're building the foundations for more inclusive, neurodiverse-friendly spaces.
We build assistive technology that removes barriers and helps people work and study independently. Our products are used by thousands of students, employees and organisations across the UK, including Caption.Ed, for live captioning and note-taking, and TalkType, dictation software that turns voice into text.
Our ambition is to become a trusted partner for organisations, combining technology, knowledge and enablement to make inclusion work in real life, every day. Not just through individual adjustments, but through systems, tools and confidence that scale.
Everything we build is grounded in real user needs and lived experiences. Many of our users are neurodivergent or disabled, and they rely on our products every day. We believe trust is earned through genuine adoption, measurable outcomes and products people truly value.
We're recently PE backed and moving from startup to scale up. We're being bold about the direction: expanding beyond the UK, growing from individual products into a wider platform with new products in development, and sharpening our focus on where we can have the most impact. This role sits right in the middle of that shift.
As we grow, we're looking for a Mid Level QA Engineer to drive quality, usability and accessibility across our products, now and as the platform grows.
A Note from the Hiring Manager:
Hi, I'm Chris Dring, Head of Customer Experience. I'm looking for someone who sees Customer Success as both a customer and a commercial role. You care about the people you work with, you take the initiative, and you're comfortable owning the revenue that comes with a strategic portfolio.
We have a clear strategy to grow the B2B side of our business, and this role is critical to delivering it. You'll have genuine influence from day one, and I want you to respectfully challenge our ideas and help build a leading Customer Success function. You'll own your outcomes, knowing the team has your back and the best idea wins, regardless of seniority.
About the Role
You'll own a portfolio of around 10 of our largest global enterprise customers, from onboarding through to renewal, and be accountable for protecting and growing the revenue they bring. You'll work with senior stakeholders to understand what each organisation is trying to achieve, build the plan to get them there, and make sure they can clearly see the value and return they're getting from us.
As a senior member of the team, you'll help shape and build our Customer Success function as we grow. You’ll be the person others turn to when an account gets complicated, and your customer insight will inform decisions across the business.
In this role, success means customers clearly achieve value and ROI from adopting our products. Renewals are planned early, executed smoothly and closed on time. Risks are surfaced and addressed before they escalate, and revenue growth is driven by outcomes rather than transactions. Customers view you as a strategic partner, not a support function.
What You'll Be Doing
Owning your accounts
- Build and run account plans for our most complex, high-value customers, balancing what they need with where we're heading as a business.
- Lead regular business reviews with senior stakeholders and step in early when an account needs attention.
- Use usage data to understand how customers really use our products and build long-term engagement plans from it.
- Find and back the champions who spread adoption across teams.
- Run training on what's new and why it matters, and use what you learn to improve the customer journey for everyone.
- Own renewals end to end against agreed revenue targets, from early planning and forecasting through to negotiation and contract signature.