Customer Success Manager

Unlike most software companies, we don't sell a platform that customers log into and configure themselves. We power other companies' products. Our speech engine sits inside broadcasters' live captioning workflows, call centre quality tools, medical transcription software, legal record systems, anywhere that getting the words right is non-negotiable.

Your customers aren't evaluating us by a dashboard. They're trusting us with the core of their product. That makes this role genuinely interesting and genuinely demanding, and means there is a lot to learn.

We'll invest in your development, but we need someone who wants to go deep, not stay at the surface. 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. 50 accounts. Owning all aspects of the customer lifecycle: onboarding, adoption, usage growth, renewal, and expansion.

Building deep knowledge of each customer’s use case, helping them drive value through new product feature adoption, expanding into new markets ultimately help grow their business. Taking full ownership of renewals, cross-sell and upsells. Collaborating closely with Sales, Product, Marketing, and Finance to champion the voice of the customer and ensure aligned delivery and feedback loops.

Working together with Sales Engineers to deliver technical support ensure our customers have an optimised solution. Regularly communicating performance, risks, and opportunities across your accounts to internal stakeholders. 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.

Requirements

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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.