Lead Enterprise Customer Success Manager At Percepta, we bring first-class service across each market we support. As a Lead Enterprise Customer Success Manager in the United Kingdom, you’ll be a part of creating and delivering amazing customer experiences, while also enjoying the satisfaction of being part of a unique culture Employment Details: Contract Type: Full-Time, Permanent Working Hours: 37.5 hours per week, Monday to Friday Flexible remote role with onsite presence and site visits as required. Salary: Up to £55,000 per annum plus Annual Performance Bonus Position Summary We’re seeking a SaaS Lead Enterprise Customer Success Manager (Lead E-CSM) to drive operational excellence across the full customer onboarding and lifecycle experience. In this strategic role, you’ll lead process improvements, analyse customer and escalation data, identify workforce gaps, and deliver action-driven recommendations directly to the client. As a subject matter expert in our client’s software, connected vehicle features, and services, you’ll ensure both your own expertise and that of the Enterprise CSM team remains current to deliver exceptional onboarding, adoption, and long-term value. This role partners closely with the Ops Manager and our client’s stakeholders across key European markets - including Germany, the UK, and France - to ensure a unified global strategy. You’ll act as the central point of contact for Enterprise CSMs, dealers, National Sales Companies, and internal leadership teams, guiding customers through setup, adoption, and ongoing engagement. This is a flexible remote role, with onsite presence and site visits as required. What You’ll Be Doing Build strong customer relationships to enhance retention, adoption, and long-term value Act as a trusted advisor for implementation and ongoing use of our client’s Software Use analytics to drive proactive outreach and customer success strategies Manage renewals, contracts, customer expectations, and business reviews Drive operational excellence and alignment across Enterprise markets and teams Oversee CRM accuracy, workflows, and continuous process improvements Provide consolidated reporting on customer health, risk, and performance Serve as the main escalation contact and advocate for customer and partner needs During a Typical Day, You’ll Lead, coach, and develop Enterprise CSM team members Hold regular 1:1s, team meetings, and operational updates Identify training needs and deliver feedback and performance coaching Manage personnel actions including attendance, performance, recruitment, and escalations Analyse operational data to guide continuous improvement Support onboarding, scorecard reviews, and documentation processes Collaborate with our client’s software teams on processes, training, and reporting Represent the Enterprise CSM team in internal and external forums What You Bring to the Role Mid-level experience in stakeholder, account, or customer relationship management Proven people-management skills with experience developing and motivating teams Background in customer service operations or contact centre case management Understanding of CRM systems and customer-support technology Strong communication, leadership, and analytical skills Ability to work across multiple regions in a complex business ecosystem Strong customer-facing and software competency Experience within the our client’s ecosystem is an asset but not required Skills Proven success in SaaS retention, adoption, and account expansion Excellent written/verbal communication and strong relationship-building ability Skilled negotiator with strong conflict-resolution skills Technically adept with CRM tools such as Salesforce Analytical thinker with strong critical-thinking capabilities Highly organised, detail-oriented, and able to manage multiple projects Adaptable and effective in fast-paced, changing environments Quick learner with proactive mindset; European language skills preferred What You Can Expect 25 days Annual leave to start, increases by 1 day on anniversary of start date for the first 5 years, meaning a potential maximum of 30 days annual leave plus bank holidays. Company pension Life Assurance 4 x annual salary Contributory pension scheme Private Medical and Insurance and discounted dental scheme Comprehensive travel insurance for you and family in line with Scheme rules Discounts on brand new vehicles Employee Assistance Program (EAP) Cycle to work scheme Free On-site parking About Percepta Established in 2000 as a joint venture with TTEC, Percepta has specialised in creating customer loyalty to its clients across the globe. Delivered in multiple channels, speaking multiple languages, we bring first-class service across each market we support. Our values are the heartbeat of our organization, and we live, breathe, and play by them daily. At Percepta, we: Lead with humility – We listen first, lead with empathy, and stay grounded—so people and ideas have room to grow. Service beyond self – We serve others—clients, customers, and teammates—with care and integrity in every interaction. Leave it better – We take ownership and leave every process, person, and place better than we found it. Win together – We succeed as one—celebrating, supporting, and showing up for each other. Deliver remarkable – We go beyond expectations to create bold, meaningful moments that stand out. Right to Work Please note: We are unable to provide visa sponsorship for this position. Applicants must already have the legal right to work in the United Kingdom at the time of application. Equal Opportunities Statement Percepta is proud to be an equal opportunity employer. We are committed to fostering a diverse and inclusive workplace where all employees feel respected, valued, and empowered to thrive. We welcome applications from all qualified candidates regardless of age, disability, gender identity, marital status, race, religion or belief, sex, or sexual orientation. #LI-remote #LI-hybrid #LI-onsite