💼 About This Role

You'll manage a portfolio of SMB and mid-market customers, acting as their long-term partner to drive retention and expansion. You'll own customer outcomes and drive account growth across the UK & Ireland, while helping define the playbooks and standards for scaling Customer Success at Kota.

🎯 What You'll Do

• Identify upsell and cross-sell opportunities across benefits and geographies.
• Own retention and value across SMB and mid-market customer portfolios.
• Build and maintain account plans with goals, risks, and expansion opportunities.
• Resolve escalations by coordinating across CX, Product, and Benefits teams.

📋 Requirements

• Experience managing a book of business in Customer Success or Account Management.
• Comfort working with SMB and mid-market customers in a fast-moving environment.
• Strong commercial instincts around renewals, expansion, and value articulation.
• Ability to navigate complexity across product, operations, and regulated environments.

✨ Nice to Have

• Experience in SaaS, HR tech, fintech, or regulated products.

🎁 Benefits & Perks

• 🏖️ Health Insurance via Kota with generous allowance
• 💰 Workplace Pension with matched contributions up to 5%
• 🏠 WFH stipend to support your home office
• 🌴 25 days PTO
• 📈 Attractive stock options for all employees

📨 Hiring Process

Estimated timeline: 2-4 weeks · AI estimate

1. 1Recruiter Screen· 30 min
2. 2Hiring Manager Interview· 45 min
3. 3Final Round· 60 min