Senior Mid-Market Customer Success Manager, EMEA Hybrid - London

Senior Mid-Market Customer Success Manager, EMEA

Hybrid – London

Iterable is the leading AI-powered customer engagement platform that helps leading brands like Redfin, Seat Geek, Priceline, Calm, and Box create dynamic, individualized experiences  platform empowers organizations to activate customer data, design seamless cross-channel interactions, and optimize engagement—all with enterprise-grade security and compliance. Today, nearly 1,200 brands across 50+ countries rely on Iterable to drive growth, deepen customer relationships, and deliver joyful customer experiences.

With a global presence—including offices in San Francisco, New York, Denver, London, and Lisbon, plus remote employees worldwide—we are committed to building a diverse and inclusive workplace. We welcome candidates from all backgrounds and encourage you to apply. Learn more about our story and mission on our Culture and About Us pages. Let’s shape the future of customer engagement together!

As a Senior Customer Success Manager, you will be responsible for the relationship with high-value Mid Market customers. You will be tasked with ensuring they are happy and getting as much value as possible from the product. You will build relationships with stakeholders across the company with the goal of expanding the use of Iterable as appropriate. The role is ideal for an individual with very strong executive communication skills and experience navigating large organizations to identify key stakeholders.

This is a key position for the company. We have had very few customer losses and we intend to keep it that way. Keeping customers happy and productive is core to our mission.

• Proactively manage a book of Mid Market level Iterable customers
• Ensure customers have a smooth onboarding and implementation phase
• Forecast retention and growth across your book of business, working closely with your Customer Account Manager (CAM) partner on expansion opportunities
• Work with the Support team and other cross functional teams to triage any issues faced by your customers
• Understand how customers are using the product and find ways for them to use it more effectively to increase ROI
• Lead regularly scheduled check-ins, produce EBRs (may require onsite travel), and drive client satisfaction
• Serve as the voice of the customer to prioritize feature requests and platform improvements during product discussions
• Identify new business opportunities and develop strategic initiatives for ensuring customer retention and expansion
• Maintain a trusted advisor relationship with each assigned client

• Exceptional communication and interpersonal skills
• Strong ability to understand technical concepts and problem-solve
• Desire to teach new customers about the platform
• Passion for startups, software, and SaaS products
• Willingness to travel up to 25% of the time
• Significant experience with email marketing, push or SMS software

• Balance Days (additional paid holidays)
• Paid parental leave
• Fertility & Adoption Assistance
• Flexible PTO
• Monthly Employee Wellness allowance
• Monthly Professional Development allowance

Iterable is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender-identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.

Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind. Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.