Speechmatics is a cutting-edge AI company breaking down cultural barriers by building diverse and inclusive speech technology. We’re looking for a Customer Success Manager to join our ambitious and collaborative team. In this exciting commercial, customer-facing role, you’ll play a critical part in helping customers realise the full value of Speechmatics’ technology. You’ll be responsible for building strong relationships, driving product usage, and leading on renewals and account growth. Acting as the voice of the customer across the business, you’ll collaborate closely with cross-functional teams to ensure customer needs are understood and reflected in our roadmap. This is a high-impact role at the heart of a fast-growing AI company, offering the opportunity to work with a broad and dynamic portfolio of customers.

WHO WE’RE LOOKING FOR

• Proven experience in Customer Success or Account Management in a fast-paced environment; ideally in SaaS, AI/ML, or API-based technology.
• A commercially driven mindset with experience owning renewals, negotiating contracts, and identifying growth opportunities.
• Strong communicator, both written and verbal. Additional language skills; particularly Spanish, would be a strong advantage but are not required.
• Someone who thrives in a start-up or scale-up culture; proactive, adaptable, and ready to get stuck in.
• Able to navigate technical conversations confidently and work cross-functionally with internal teams.
• Organised and analytical, with the ability to present data and insights clearly to drive decision-making.
• A genuine interest in speech technology, AI, and delivering long-term customer value.
  We encourage you to apply even if you do not feel you match all of the requirements exactly. The list of requirements is intended to show the kinds of experience and qualities we’re looking for, but it is not exhaustive. If you are interested in the role, the team, and our mission, we would love to consider your application. We are always open to conversations and look forward to hearing from you.

WHO WE ARE:

Speechmatics is the leading expert in Speech Intelligence, and uses AI and Machine Learning to unlock business value in human speech worldwide. We work with an amazing mix of global companies, and our technology can integrate into our customers stack irrespective of their industry or use case – making it the go-to solution to harness useful information from speech.
Joining us means working with some of the smartest minds around the world, focused on cutting-edge projects and deploying the latest techniques to disrupt the market. We believe in putting people first; we’ll do all we can to help you develop your skills and give you the tools you need to thrive. Our Focus Fridays give you an undisturbed day of focus, offset with Together Tuesdays when we have our team meetings, so you’ve always got the right balance.
We have structured a hybrid approach that includes 2-3 designated office days each week. This arrangement ensures that while we embrace the advantages of remote work, we also maintain the vital connection and synergy that only in-person interactions can foster.
This is only the beginning; we’re looking for amazing people like you to continue our journey…

WHAT YOU’LL BE DOING

• Manage a diverse book of business c.£2M ARR; including strategic accounts
• Own all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion (post-12-month mark).
• Build deep knowledge of each customer’s use case, helping them drive value through new product feature adoption, expand into new markets ultimately help grow their business.
• Full ownership of renewals, cross-sell and upsells.
• Collaborate closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned delivery and feedback loops.
• Work hand-in-hand with Sales Engineers to deliver technical support ensure our customers have an optimised solution.
• Regularly communicate performance, risks, and opportunities across your accounts to internal stakeholders.