Cognism is the leading provider of European B2B data and sales intelligence. Ambitious businesses of every size use our platform to discover, connect, and engage with qualified decision-makers faster and close more deals. Headquartered in London with global offices, Cognism’s contact data and contextual signals are trusted by thousands of revenue teams to eliminate the guesswork from prospecting.
OUR WORK MODEL
Hybrid: This is a hybrid role, requiring you to work from our London office 3 days per week, with flexibility to work remotely on other days.
YOUR ROLE
As Manager, Customer Success, you will lead a specialist team of Training Specialists, Integration Engineers and Solutions Consultants across all customer segments.
This role is pivotal in ensuring Cognism is not only implemented - but fully embedded, adopted, and delivering measurable commercial impact.
You will orchestrate technical delivery, workflow adoption, and solution design to ensure customers achieve tangible ROI. By combining operational leadership with commercial awareness, you will transform Customer Success into a proactive, value-driven function that strengthens retention, expansion, and long-term partnership.
YOUR CHALLENGES & OPPORTUNITIES
- Lead a Specialist Function - Build, coach and develop a high-performing, multi-disciplinary team. Create clarity in role accountability while ensuring seamless collaboration across Training, Integration and Solutions expertise. Embed a culture of regular, proactive performance management with clear goals, measurable outcomes, continuous feedback loops and timely course correction to ensure both individual excellence and collective impact.
- Orchestrate Customer Value - Ensure customers successfully progress through Delivery, Deep Sync, Activation, and Adoption phases - reducing time-to-value and increasing long-term platform stickiness.
- Drive Retention Through Measurable Impact - Embed structured value frameworks aligned to Joint Business Plans and Customer Decision Cycles. Proactively identify risk across technical integrations, adoption gaps and solution misalignment - and intervene early. Understanding and leveraging leading indicators such as NPS, CSAT and product usage trends to inform proactive action, recognising these as critical predictors of the company’s broader retention and expansion goals.
- Elevate Operational Excellence - Design scalable delivery models appropriate for SMB, Mid-Market and Enterprise customers. Standardise best practices across onboarding, integration validation and advanced solution design.
- Strengthen Cross-Functional Impact - Partner closely with Sales, Product, Revenue Operations, and Marketing to ensure alignment from pre-sale solution design through post-sale optimisation. Provide structured insight into churn drivers, expansion signals, and product feedback.
OUR EXPECTATIONS
- Proven Management Experience - Demonstrated experience leading training specialist, technical, or implementation-focused customer teams within a SaaS or high-growth B2B environment.
- Customer Lifecycle Expertise - Strong understanding of onboarding, adoption, integration, and value realisation models - with a track record of influencing retention or NRR outcomes.
- Commercial Partnership Mindset - Experienced in working closely with commercial teams to support and strengthen retention and expansion outcomes. Understands how adoption, integration quality, and solution design influence renewal success, and collaborates cross-functionally to ensure the broader revenue organisation is positioned to deliver sustainable growth.
- Analytical & Data-Driven - Able to interpret customer performance data, identify trends and translate insight into action.
- Cross-Functional Influence - Confident collaborating with Sales, Product, Engineering, and RevOps - aligning multiple stakeholders without direct authority.
- Coaching & Talent Development - Passionate about developing people, building structured career pathways, and driving performance through clarity and accountability.
- Agile in a Scale-Up - Adaptable, resourceful and energised by building structure within a fast-moving, high-growth environment.
At Cognism, we’re not just building a company - we’re building an inclusive community of brilliant, diverse people who support, challenge, and inspire each other every day. If you’re looking for a place where your work truly makes an impact, you’re in the right spot!
Our values aren’t just words on a page—they guide how we work, how we treat each other, and how we grow together. They shape our culture, drive our success, and ensure that everyone feels valued, heard, and empowered to do their best work.
Here’s what we stand for:
🤝 We Own the Outcome Together.
🤓 We Deeply Understand our Customers.
🏆 We Celebrate Impact Wherever It Comes From.
At Cognism, we are committed to fostering an inclusive, diverse, and supportive workplace. We welcome applications from individuals typically underrepresented in tech, so if this role excites you but you’re unsure if you meet every requirement, we encourage you to apply!
