Customer Success Manager

Drive growth and retention for top-tier customers as a Customer Success Manager.

• •As a Customer Success Manager, you will own and grow Swap’s top-tier book of business, acting as a trusted partner to our most valuable and complex customers.
• •Key Responsibilities Own a portfolio of strategic, high-revenue accounts with clear accountability for retention, upsell, and expansion.
• •Build deep, trusted relationships with senior customer stakeholders, acting as a strategic advisor and primary point of contact.
• •Develop and execute account plans that drive long-term growth, product adoption, and commercial expansion.
• •Identify and close upsell and cross-sell opportunities across the Swap product suite, partnering closely with Sales where required.
• •Lead complex escalations, coordinating internal teams to resolve issues quickly while maintaining customer confidence.
• •Requirements Proven experience managing and growing a strategic or enterprise book of business in a SaaS environment.
• •Strong commercial acumen with a track record of driving upsell, expansion, and retention in complex accounts.
• •Excellent stakeholder management skills, with confidence engaging senior external and internal stakeholders.
• •Experience handling escalations calmly and effectively, balancing customer advocacy with commercial priorities.