Manager of Customer Success

Vixio

  • London
  • Permanent
  • Full-time
  • 6 days ago
Manager of Customer SuccessAbout Vixio:Vixio is a Regulatory Technology (RegTech) company, and a trusted source of independent regulatory intelligence for professionals in highly-regulated industries undergoing rapid and radical change.We're trusted by leading brands to deliver comprehensive, time-sensitive, and actionable intelligence on Payments, Financial services and Gambling compliance, covering more than 180 jurisdictions globally, so they can stay ahead of regulatory change, mitigate risk and capitalise on new opportunities.The Role:Role Purpose & ImpactThe Manager of Customer Success will lead and develop a high-performing team of CSMs responsible for onboarding, adoption, retention, and expansion across Vixio’s customer portfolio. This role exists to provide direct leadership, coaching, and operational oversight as the CS function scales in complexity. By ensuring consistent execution of playbooks, proactive churn mitigation, and strong adoption of our core CS tool (ChurnZero), this leader will directly impact customer satisfaction, retention, and revenue growth.Key Scope & Responsibility LevelYou’ll manage and coach a team of 5 CSMs across the UK and US, driving accountability for team-level KPIs including product adoption, customer health, QBRs, and upsell influence. The role carries autonomy to shape engagement strategies (high-touch, light-touch, and tech-touch), oversee hiring and onboarding of CSMs, and act as the go-to escalation point for customer and internal stakeholders. You’ll partner cross-functionally with Sales, Product, Marketing, and Operations to surface insights and deliver measurable customer outcomes.Growth/Opportunity HookThis is an exciting opportunity to join Vixio at a pivotal stage of growth. You’ll be building the foundation for a scalable, global CS function, developing new playbooks, leading on CS tool adoption, and shaping how we deliver value across our expanding product suite (GC, PC, FS, Workspace, TC). With exposure to senior leadership and strategic projects, this role offers the chance to grow into a senior leadership position as Vixio evolves.Core Value PropositionWe’re looking for a commercially minded CS leader who thrives at the intersection of people leadership, customer engagement, and operational excellence. If you’re excited by the opportunity to elevate a talented team, reduce churn, and embed Customer Success as a driver of growth at Vixio, you’ll thrive in this role.Key Responsibilities:
  • Lead, coach, and develop a team of Customer Success Managers across key customer tiers and regions.
  • Drive consistent execution of onboarding, adoption, and QBR motions across Vixio’s product portfolio.
  • Own team-level KPIs and reporting, including customer health score accuracy, adoption rates, QBR completion, and upsell influence.
  • Act as an escalation point for customer and internal stakeholders, ensuring timely issue resolution.
  • Partner cross-functionally with Product, Sales, and Marketing to surface and act on customer insights.
  • Ensure best-practice use of ChurnZero and other CS / AI tools to enable scalable processes and accurate forecasting.
  • Support revenue retention and expansion goals through proactive risk management and strategic account planning.
  • Lead hiring, onboarding, and development of new and existing CSMs to accelerate ramp and strengthen team capability.
  • Champion consistency in customer engagement across all regions and segments (High Touch, Light Touch, Tech Touch).
Skills & Experience:
  • 5+ years’ experience in Customer Success, Account Management, or related client-facing roles in B2B SaaS/RegTech/Intelligence businesses.
  • 2+ years’ experience directly managing and coaching a customer-facing team.
  • Proven track record of improving customer retention, adoption, and expansion metrics.
  • Strong commercial acumen and experience influencing revenue outcomes.
  • Hands-on experience with Customer Success platforms (e.g., ChurnZero, Gainsight, Totango
  • Excellent communication, consultative questioning, and executive presence skills.
  • Ability to collaborate cross-functionally and build strong stakeholder alignment.
Our Benefits:-Hybrid Working (2 days in the office)-Flexible working hours-20 days working abroad-Salary sacrifice company car scheme-Pension-Health Insurance-Life Assurance-Cycle to work scheme-Dental-Mental Health wellbeing SupportOur Core Values:https://www.vixio.com/vixio-values

Vixio