Senior Customer Success Manager

About Indeemo

At Indeemo, we're redefining how companies understand people. Our AI-powered research platform helps global teams capture and analyse real-world human behaviour through video, photos, and rich multimedia diaries.

We leverage Mobile, Cloud and Generative AI to deliver intuitive, media-rich experiences across web and mobile. The world's most ambitious consumer and insights teams use Indeemo to get closer to the humans behind the data - faster, at greater scale, and with richer evidence than traditional research methods allow.

We're growing, and our customer base is growing with us. That growth needs someone who can consult with customers on the most effective ways of achieving value, turn customers into vocal advocates of the solution, develop renewals into a well-run, repeatable motion, and open the door to growth at an individual customer level as well and across our portfolio.

The Role

This is a senior Customer Success hire, built for someone who runs a book on evidence and pace, not gut feel. You'll own a portfolio of Indeemo accounts end-to-end - accountable for adoption, health, and the commercial outcome each one produces.

You'll build relationships that reach Senior Management and C-level stakeholders, not just the day-to-day user, and you'll work closely with Sales on your largest accounts - you own the evidence and the value story, they close. Everywhere else in your book, you run the whole commercial motion yourself: forecasting, negotiation, expansion.

Success here is measurable: a renewal number leadership can rely on, a forecast that holds up, and account health that's visible weeks before anyone would otherwise have to ask. You see an account's trajectory before it becomes a QBR headline, and you act on it.

The Profile

Customer Centric, not Transactional

You deeply understand the customer’s business initiatives and needs, and lead every engagement with a sharp focus on what the customer is actually trying to achieve.

Relentlessly Curious

You don't take the first answer as the real answer. You're always asking one more question, about the account, the stakeholder, the wider market they're operating in, because that's where the signal that actually matters is hiding. Discovery isn't something that ends at kickoff. It's a habit you never switch off.

Fluent in Growth, as well as Retention 

You can hold a cross-sell or upsell conversation without needing Sales to run it for you. You know when a deal needs a commercial specialist and when it just needs you to make the case.

Commercial by Instinct

You don't treat renewal as an admin task. You treat it as a conversation you're already three moves ahead in, because you've been reading the account's signals for months. You know the difference between a customer who's quiet because they're happy and one who's quiet because they're about to churn.