Customer Success Manager / Account Manager

About us

At Xelix, we work with some of the world’s largest companies to automate and strengthen their financial controls. Our AI solutions redefine how Accounts Payable teams operate – moving from manual processes to automated, intelligent workflows.

Xelix is a fast-paced scale-up – things move fast and expectations are high. We raised our Series B with Insight Partners in June 2025 and are expanding aggressively. We have a team 150 talented people pulling together to achieve our goals. Everyone is trusted to take ownership, move fast and have a meaningful impact. We prioritise personal and professional growth, keep things fun, and love to celebrate a milestone together.

In this role you’ll grow, be challenged and help shape the future of Xelix. If you’re excited about building something special with us, we’d love to hear from you.

About the role

We’re looking for an experienced, hands-on Account Manager/Customer Success Manager to join our fast-growing scale up. This is a proactive, commercially minded role: you’ll own the relationship and renewal, identify and create expansion opportunities, and ensure customers realise (and can clearly evidence) the value Xelix delivers. You’ll partner closely with Sales, Product and Services to drive adoption, outcomes and long-term account growth.

What you'll be doing

• Own a portfolio of Mid-Market & Small Enterprise customers, acting as a trusted advisor and commercial lead across renewal and growth.

• Build and execute Customer Success Plans (CSPs) with clear outcomes, milestones, stakeholders and value hypotheses.

• Quantify, track and communicate value realisation (ROI/business impact), preparing and presenting success metrics and commercial narratives to executive sponsors and C-suite stakeholders.

• Develop a deep understanding of each customer’s priorities, operating model, systems landscape, and roadmap—using this to shape account strategy and unlock expansion.

• Run proactive account governance (e.g., EBRs/QBRs), ensuring adoption, stakeholder engagement and action plans stay on track.

• Monitor customer health and engagement to identify risk early, lead retention plans, and mobilise internal teams to protect and grow revenue.

• Identify, qualify and progress upsell/cross-sell opportunities, building business cases, aligning stakeholders, and partnering with AEs/founders where needed to close.

• Lead renewals end-to-end: timeline management, commercial negotiation support, stakeholder alignment, and forecasting accuracy.

• Triage technical and non-technical issues with urgency and strong judgement, coordinating the right internal resources while keeping customers informed and confident.

• Be the voice of the customer internally: capture product feedback, influence prioritisation with evidence, and manage expectations on deliverables and timelines.

• Stay close to market trends and competitive landscape, contributing to strategic initiatives that improve our commercial approach and customer outcomes.

What you’ll bring

• Experience in a customer-facing B2B SaaS role, such as Customer Success, Account Management, Sales Development, Account Executive, or a similar consultative position where you've built strong customer relationships and delivered positive outcomes.

• Comfortable managing customer conversations across different stakeholder levels, with the confidence to build trust, understand business needs, and communicate effectively with both day-to-day users and senior decision-makers.

• Some exposure to commercial conversations, such as renewals, expansion opportunities, upselling, cross-selling, or supporting the sales process. You're interested in developing these skills further.

• Able to understand customer goals and translate them into practical action plans, helping customers achieve value from the product while identifying opportunities to improve their experience.

• Strong communication and presentation skills, with the ability to explain ideas clearly, tell a compelling customer story, and demonstrate the impact of solutions using relevant data where appropriate.

• Curious and proactive in identifying customer challenges, asking thoughtful questions, and working collaboratively to find solutions before issues become blockers.

• Experience working cross-functionally with teams such as Sales, Product, Customer Support, Implementation or Professional Services to resolve customer issues and deliver successful outcomes.

• Analytical and organised, with the ability to use customer data, product usage or account insights to prioritise activity, identify trends, and support decision-making.

• Comfortable managing multiple customers, projects or workstreams simultaneously, while maintaining strong organisation, attention to detail and follow-through.

• Technically curious and eager to learn new products, technologies and customer environments, allowing you to confidently advise customers and continue building your expertise.

• A collaborative mindset with a willingness to take ownership, build relationships internally and externally, and contribute positively to a fast-paced, high-growth team.

• Motivated by learning and progression, with an interest in developing your commercial, strategic account management and customer success skills over time.

What we offer in return

Competitive salary of £47,000 - £60,000 depending on experience + 30% commission

️ 27 days of annual leave (including 3 days Christmas closing) which increases up to 3 days based on tenure, with the option to roll over, buy or sell up to 3 days

Hybrid working with two days a week from our dog-friendly Hoxton office

On-site gym and cycle to work scheme

️ Employee discount at over 100 retailers

Comprehensive private medical & dental cover with Vitality

Enhanced parental leave pay

Learning & development culture – £1,000 personal annual budget

We’re carbon-neutral and are working towards ambitious carbon reduction goals

Lots of team socials & activities

☀️ Annual team retreat

Want to learn more?

We believe that people from diverse backgrounds, with different identities and experiences make our company and product better. No matter your background, we'd love to hear from you! And if you have a disability, please let us know if there's any way we can make the interview process better for you - we're happy to accommodate!

If you're a recruiting agency - we have an existing list of agencies we work with and we are not currently planning on expanding the list. Neither the Talent team nor hiring managers or the Support team will respond to cold outreach.

This is a full-time position, with standard working hours from 9:00 AM to 6:00 PM, Monday through Friday.

Interview Process
While the exact process may vary slightly depending on the role, our typical interview stages are:

1. Introductory Call – A short Teams conversation with a Talent Partner to discuss your background and the opportunity.

2. Hiring Manager Interview – A 30–45 minute Teams meeting to explore your experience and fit for the team.

3. Technical Task or Presentation – A role-relevant exercise to demonstrate your skills and approach.

4. Final On-site Interview – An in-person meeting with our senior leadership team and co-founders at our office.

We strive to make the process clear, efficient, and respectful of your time.

We welcome the responsible use of AI for research and interview preparation, but ask that it isn't used to generate answers during live interviews. We also believe in being transparent - we use Metaview's AI note-taker during interviews so our interviewers can stay fully present. If you'd prefer us not to use it, just let your interviewer know. While you may need to answer eligibility questions as part of your application, we do not use AI to review or make decisions on applications - every application is reviewed fairly by a member of our Talent team.