Senior Customer Success Manager

About Prismic

Hi, we’re Prismic 👋 and we’re designing the future of the web. We believe in autonomous websites and deeply personalized digital journeys. Our mission is to empower marketers and developers to create empathic web experiences at scale and with soul. We’re pioneering an entirely new category: the Automation Platform for Websites. It’s what comes after the CMS. Imagine a site that knows your brand by heart and grows itself, continuously optimizing layout and interactions—while staying beautifully on-brand.

🚀 Used by Builders at:

• Bershka
• AXA
• Deliveroo
• TicketMaster

Over 5,000 companies trust Prismic, including 300+ enterprise teams who build and scale with us. We’re product-obsessed, community-powered, and backed by top-tier investors. We work with thrilling problems like encoding brand voice and visual identity into adaptive systems, designing agentic AI architectures that drive growth, creating tools that let marketers build empathetic flows without code, process automation with AI, etc.

Role

We're seeking a Senior Customer Success Manager to drive the expansion, retention and adoption of a strategic account portfolio within the Customer Success Team. With your strong experience in managing C-level stakeholders and multi-threaded sales processes, you'll own the full sales cycle from opportunity detection to deal closure, driving substantial revenue growth from our customer portfolio along with building strong customer satisfaction and expand their Prismic usage.

What you will be doing? 🔧

• Own and manage a portfolio of high-value clients, from innovative startups to established Fortune 500 companies, guiding them through every stage of their journey with Prismic as their primary point of contact.
• Strategic account growth: Build and execute mid- to long-term strategies to maximize cross-sell (primary goal) and upsell (secondary goal) opportunities.
• Sales execution: Lead the entire sales cycle from identifying opportunities to structuring deals, negotiating terms, and closing.
• Relationship building: Engage with C-level stakeholders to build trusted relationships and deliver actionable insights that align with their strategic goals.
• Act as a trusted advisor, advocate, and coach to help clients achieve their strategic objectives, building deep and meaningful relationships with multiple contacts, including executive stakeholders.
• Conduct regular business reviews to ensure alignment with customer goals and value realization.
• Proactively work to drive product adoption, enhance customer satisfaction, and influence customer health scores across your portfolio.
• Proactively identify, flag, and mitigate risks within your accounts to maintain a healthy book of business and retain your portfolio.
• Collaborate cross-functionally: Work closely with Customer Success Managers, Solution Engineers, Finance, Legal, Product, and Marketing teams to ensure the successful execution of account growth strategies.
• Travel: Travel once per quarter within Europe to strengthen customer relationships along with attending events to explore new opportunities.

What Success Looks Like:

• Achieve significant cross-sell and upsell targets, driving incremental Annual Recurring Revenue (ARR).
• Build long-term relationships with key stakeholders across strategic accounts, ensuring ongoing engagement and retention.
• Drive adoption across your portfolio providing best practices ensuring customer’s satisfaction and growth using Prismic.

Performance indicator:

• Expansion: Cross sell / Upsell
• Retention: GRR
• Adoption

Are you the one? 🧠

Experience:

• 6+ years in a Senior CSM/Key Account Manager/Expansion Manager/Account Director role, with a strong focus on cross-sell and upsell.
• You have worked in fast-growing companies (Series A/B/C) and have a track record of exceeding sales targets in a fast-paced, competitive sales environment.
• Experience working for a company in our current stage and through its growth ($10M - $50M ARR range, product-led growth, lots of change, and building internal structure).