Customer Success Manager (United Kingdom)

About Altruistiq

Altruistiq is an enterprise SaaS platform enabling the world's leading consumer packaged goods companies to drive positive environmental impact. Our platform has rapidly emerged as a category leader in sustainability solutions, supporting a growing suite of applications and services. We're building a world-class team and seeking an entrepreneurial Customer Success Manager ready to change the world through meaningful customer relationships.

About the Role

As a Customer Success Manager at Altruistiq, you'll play a key part in advancing customers' sustainability journeys and transforming them into passionate advocates. This experienced position requires strong customer management skills, deep product knowledge, and the ability to independently address and resolve customer challenges.

You'll be accountable for the complete customer journey across a portfolio of accounts, ensuring clients realise maximum value from our platform. Beyond traditional customer success, you'll drive innovation in AI and automation to deliver exceptional support at scale, setting the gold standard for AI-enabled customer success within the sustainability SaaS space.

This role is perfect for someone who thrives in a fast-paced startup environment, loves building from the ground up, and wants to make tangible impact on both customer success and the planet. You'll have the opportunity to build out and refine customer journey processes while supporting scaling operations.

Key Responsibilities

• Manage a portfolio of customer accounts, conducting quarterly business reviews (QBRs), monitoring health scores, driving product adoption, and ensuring customers achieve measurable value and successful outcomes
• Drive retention and net revenue retention (NRR) through proactive churn prevention, leading renewals and identifying expansion opportunities
• Contribute to building scalable customer success processes, maintaining CRM hygiene, tracking key metrics (retention, adoption, CSAT, time-to-value), and creating customer-facing resources
• Support platform success via Intercom by helping maintain and improve AI-driven support ecosystems including chatbots, help centres, and self-service channels
• Partner cross-functionally with Sales, Professional Services, Product, and Platform Operations to deliver seamless experiences and continuously improve post-sales processes

Required Qualifications

• 4+ years of experience as a Customer Success Manager, Account Manager, or similar customer-focused role
• Proven track record of driving retention, NRR, and customer expansion in B2B SaaS environments
• Strong understanding of customer success metrics, processes, and best practices
• Excellent communication and interpersonal skills with ability to build lasting customer relationships
• Experience with CRM systems and customer success platforms
• Ability to work independently and manage multiple priorities in a fast-paced environment
• Passion for sustainability and social impact (preferred)

💰 Compensation not publicly listed. Market estimate for similar roles: from $70K, varying by experience and location.