Mid-Market Customer Success Manager

Join AutogenAI – Revolutionising Bid and Proposal Writing with generative AI 

AutogenAI is a leader in Generative AI SaaS, transforming how organisations create and optimise winning tenders and proposals through cutting-edge natural language processing technology. AutogenAI are one of the fastest-growing companies in the industry, expanding rapidly to meet the increasing demand for AI-driven solutions across sectors. 

Our innovation stems from a belief that language technology will revolutionize business communication over the next decade. AutogenAI empowers our clients to grow faster and more efficiently by delivering bespoke AI models tailored to our customers’ needs, saving time, improving content quality, and boosting win rates in highly competitive markets. 

AutogenAI’s growth is driven by fostering a culture where innovation and ambition thrive, building a company where everyone can have a career-defining experience. As we scale, we invite passionate professionals to join our journey of innovation, helping shape the future of AI-powered business solutions. 

Job summary:

As a Mid-Market Customer Success Manager at AutogenAI, you will be the primary point of contact for 20-30 of our Mid-Market customers, ensuring they derive maximum value from our AI solutions. You will play a pivotal role in driving customer satisfaction, retention, and growth, while working closely with Sales, Professional Services, and Marketing to expand our footprint and enhance our customer experience. This role offers the opportunity to build meaningful relationships with key stakeholders, influence product development through customer feedback, and contribute to the growth of a dynamic, fast-paced startup. 

What you'll be responsible for:

• Customer Relationship Management: Serve as the main point of contact for your portfolio of Mid-Market customers, fostering strong relationships with day-to-day users and executive stakeholders to drive product adoption and satisfaction. 

• Post-Sales Activities: Manage all aspects of the post-sales customer journey, including renewals, up-sell opportunities, and expansion into new divisions or regions, in collaboration with the Sales team. 

• Onboarding & Implementation: Work closely with the Professional Services team to ensure seamless onboarding, training, and ongoing support for new customers. 

• Customer Health Monitoring: Regularly monitor customer health indicators, identify potential risks, and develop proactive strategies to ensure continued success and satisfaction. 

• Customer Advocacy & Programs: Collaborate with the Marketing team to identify and support customer advocacy opportunities, including case studies, testimonials, and customer-focused events. 

• Product Feedback & Insights: Act as the voice of the customer by providing valuable feedback to the Product team, influencing product development and feature enhancements. 

• Strategic Cadence Meetings: Lead scheduled check-ins and review sessions to assess customer goals, challenges, and progress, ensuring they achieve their desired ROI with AutogenAI’s solutions. 

• Cross-functional Collaboration: Partner with internal teams, including Sales, Marketing, and Product, to enhance the customer experience and drive business growth. 

What you'll bring to the team:

• Relationship Building: A natural ability to build and nurture relationships, ensuring customers feel valued and supported at every stage of their journey with AutogenAI. 

• Proactive Problem Solver: A proactive mindset in identifying potential challenges and developing strategies to mitigate risks, ensuring seamless customer experiences. 

• Effective Communicator: Exceptional communication and presentation skills, enabling you to convey complex ideas clearly and persuasively to a diverse audience. 

• Data-Driven Mindset: An analytical approach to monitoring customer health and identifying opportunities for growth, using data to drive decision-making. 

• Adaptability & Resilience: Comfort in a fast-paced, ever-changing environment, with the ability to pivot quickly and embrace new challenges. 

Requirements

• Experience: 3+ years’ experience in a B2B Customer Success role at a SaaS company, with a proven track record of managing multiple accounts and work streams simultaneously. 

• Industry Knowledge: Strong experience running post-sales selling motions, including renewals, up-sell, and cross-sell opportunities, preferably with Mid-Market customers. 

• Technical Skills: Familiarity with SaaS tools and CRM platforms; experience with AI software is a plus. 

• Education: Bachelor’s degree in Business, Marketing, or a related field (or equivalent experience). 

• Mid-Market Customer Experience: Previous experience working with Mid-Market customers at scale, demonstrating an ability to navigate complex organisational structures. 

Preferred qualifications:

• AI Software Knowledge: Hands-on experience or familiarity with AI software and applications. 

• Bid-Writing Industry Exposure: Understanding of the bid-writing space, including industry-specific challenges and opportunities. 

Benefits

• Competitive Salary: Based on experience and qualifications  

• Performance Bonuses: 30% bonus plan 

• Stock Options: Meaningful equity in the company 

• Retirement Plan: Pension scheme to help secure your future 

• Paid Time Off: Unlimited annual leave (Yes, you read right!)  

• Flexible Work Options: Hybrid-working with two office days per week in our beautiful central London office, plus flexible working arrangements.  

• Paid parental leave: 16 weeks if you’ve just given birth, 4 weeks if your partner has just given birth (after one year of service) 

• Additional Perks: Top-of-the-range laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development. 

Work environment:

• Customer-Centric Innovation: We thrive on understanding and acting on our customers’ needs, believing that their success drives our success. 

• Ownership & Impact: Everyone takes initiative, owns challenges, and moves quickly to deliver results, often breaking the rules to do what’s right. 

• Continuous Learning & Bold Experimentation: We embrace change, celebrate learning from failures, and always push the boundaries to raise the bar. 

• Transparency & Trust: We value open, honest communication, with feedback and collaboration at the core of everything we do. 

• Inclusive & Respectful: Different perspectives drive us forward, and we act with integrity, always doing what we say we’ll do. 

Application instructions:

Excited to join us? Send your CV and optionally a cover letter sharing how you can contribute to our mission! 

Equal Opportunity Employer Statement:

AutogenAI is an equal opportunity employer dedicated to fostering a diverse and inclusive workplace. We do not discriminate on the basis of race, colour, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by local law. 

We encourage applications from individuals of all backgrounds, including but not limited to individuals with disabilities and veterans. Our hiring decisions are based on qualifications, merit, and business needs.  

At AutogenAI we value the unique perspectives each employee brings and strive to provide an equitable environment. If you require reasonable accommodations during the application or interview process, please let us know, and we will gladly assist you.