Customer Success Manager, Enterprise

We're looking for a Founding Customer Success Manager, ideally with a strong quantitative research background, to join our team. This is a relationship-first role, focused on helping clientside insights teams and their internal stakeholders to get confident and self-sufficient on our synthetic audiences platform. This person would seek to build the trust that turns early usage into deep, organisation-wide adoption.

Our platform is self-serve, but getting clients to that point takes genuine expertise and attention. Insights teams are typically our entry point and internal champions, but the real opportunity is broader. Our ambition is that the Electric Twin platform is directly used by commercial, product, and marketing teams in addition to the insights function. You'll help make that happen: guiding early users to value quickly, then working with insights leads to expand the platform's footprint across the business, including multiple markets.

This is as much a building role as it is a doing role. You'll be defining how CS operates at Electric Twin - the playbooks, the health frameworks, the onboarding programmes - while owning client relationships from day one.

What You'll Do

Onboarding & Early Relationship Development

• Lead structured onboarding programmes for new client side insight teams, helping them move from sign-up to their first successful platform outputs as quickly as possible. 

• Provide hands-on guidance in the early stages. Answering questions, reviewing how they've set up their simulations, and helping clients interpret outputs with confidence.

• Use your research background to bridge the gap between how clients currently work and how synthetic audiences can slot into their existing workflows.

• Be the reassuring, knowledgeable presence that turns an uncertain new user into an engaged, independent one.

 

Platform Adoption & Expansion

• Monitor usage and engagement across your portfolio, proactively reaching out when activity drops or clients appear stuck.

• Help clients understand how to get the best from the platform, coaching them through it rather than doing the work for them.

• Partner with insights leads and team champions to identify expansion opportunities within their organisations such as new teams (commercial, product, marketing), new use cases, and new datasets that extend the platform's value.

• Support clients in making the internal case for wider rollout, helping them articulate the platform's impact to stakeholders who weren't in the room at the start.

• Build a strong working knowledge of common use cases (proposition development, concept testing, messaging and campaign/content communications, segmentation) so your guidance is always practical and relevant.

• Gather and relay client feedback to shape platform improvements and documentation.

 

Upsell, Expansion & Market Growth

• Own the growth journey within your accounts, from single-team usage to enterprise-wide adoption across functions and geographies.

• Identify opportunities to bring additional teams onto the platform and work with clients to scope out the right datasets and audience configurations for their needs.

• Support enterprise clients in scaling across markets, helping them understand how synthetic populations can be deployed to simulate audiences in multiple regions without the cost and time of running separate research programmes in each.

• Build relationships beyond the day-to-day user, connecting with senior Insights Managers, commercial leads, and regional stakeholders who influence budget and expansion decisions.

• Own the renewal journey, from single-market to multi-market enterprise agreements, knowing when to have the commercial conversation and how to make a compelling case. Bringing in an AE in the right moments as needed.

• Proactively flag upsell and cross-sell opportunities in partnership with the wider team.




Internal Contribution

• Help build out onboarding materials, FAQs, and guidance resources that scale the support you provide one-to-one.

• Share client intelligence with Product and Marketing to inform roadmap and messaging decisions.

• Contribute to a growing CS function - this is an early-stage team with real opportunity to shape how it operates.

What We're Looking For

Essential

• Has experience building CS from scratch or in an early-stage startup environment - comfortable creating processes, playbooks, and documentation without a template to follow, while simultaneously managing a live portfolio of clients.

• 4+ years in consulting, customer-facing, or strategy roles at high-growth B2B startups or top-tier firms.

• Natural relationship builder who enjoys the human side of the work: checking in, following up, and making clients feel genuinely looked after.

• Commercially sharp, you understand the link between platform adoption and revenue growth, and you're motivated to find expansion opportunities without waiting to be asked.

• Organised and proactive, you manage a portfolio well, stay on top of where each client is in their journey, and don't wait for problems to come to you.

• Clear, warm communicator, able to explain new concepts simply and guide clients across different functions (research, commercial, product, marketing) without making them feel patronised.

 

Desirable

• Strong background in quantitative market research or consumer insights, ideally with exposure to brand or in-house insights teams.

• Comfortable discussing methodology, simulation design, and data interpretation in a way that builds client confidence.

• Experience in a customer success, account management, or client services role.

• Familiarity with SaaS platforms or research technology tools.

• Experience supporting multi-market or enterprise rollouts.

• Background working with consumer brands.

• Interest in AI, synthetic data, or emerging research methodologies.

• Comfortable operating at the sales-to-CS boundary, including involvement in late-stage deals and pilot programmes.

What Success Looks Like

In your first 90 days, you'll have completed your own platform certification, led several client onboardings, and established yourself as a trusted point of contact across your portfolio. Within six months, you'll have converted your first cohort of clients to annual subscriptions and identified clear expansion opportunities - new teams, new datasets, new markets - within existing accounts. Within a year, you'll have delivered measurable account growth and be a key contributor to how the CS function scales, with a track record of clients who embedded the platform deeply because of the partnership you built with them.

Longer term, the core metrics this role will be measured against include: net dollar retention, renewal rate, platform adoption and feature usage across accounts, and expansion revenue from new teams, use cases, and markets. In your first year, success means clients who renew, expand, and embed the platform deeply - because of the partnership you built with them.

Why Join Us

Synthetic audiences are changing the speed and economics of research and the organisations that move fastest are those who embed this capability across the whole business, not just the insights team. You'll be the person who makes that happen: earning trust with researchers, then opening doors into commercial, product, and marketing teams, and helping enterprise clients scale across markets in ways that would have been impossible with traditional methods.

Electric Twin is doing something genuinely new, built by founders with a rare combination of scientific rigour and real-world impact at the highest levels. You'll join a native AI led business with the chance to shape not just how clients succeed, but how the company grows around them.

We offer a competitive package designed to support you properly, not just on paper.

• £60,000-£80,000 base salary.
• Meaningful equity in a high-potential seed-stage company.
• Unlimited leave. Take the time you need.
• Generous matched pension contributions.
• Private healthcare.
• Cycle to work scheme.
• Direct access to and collaboration with world-class founders.
• Hybrid working from our London office (4 days in office a week).
• Flexible working around life commitments. We value outcomes over presenteeism.