Enterprise Customer Success Manager

Location:  London #LI-Hybrid #LI-Remote

About Sedna:

Sedna is at the forefront of revolutionising global trade, serving as the North Star for businesses navigating the complexities of international commerce. Our AI-powered platform is designed to make global trade more efficient, transparent, and sustainable. As we continue to grow and innovate, we are looking for exceptional talent to join our journey and contribute to our mission of transforming global trade.

You can find out more about us on our website: https://sedna.com/

Role Snapshot

Scope

Owns a named portfolio of Premier and Strategic accounts globally. Co-owns renewals and expansion commercially with the AE. Owns the customer relationship, account health, success plan execution, and ensuring the customer is in the right place before the renewal conversation happens; Sales owns the close; Sales owns the close.

Autonomy

Operates independently with minimal management oversight. Escalates to Head of Customer Success on strategic or genuinely unusual situations only.

Influence

Directly shapes retention and growth outcomes on Sedna's highest-value accounts. Executive-level relationships and QBR ownership mean this role has material impact on revenue.

Team

Sets the standard for account management practice across the CS function. Acts as a reference point for regional CSMs on complex account situations.

Role Overview

The Enterprise Customer Success Manager owns Sedna's most commercially significant customer relationships. This is a senior, largely autonomous role for someone who is equally comfortable running an executive-level conversation and building the account infrastructure, success plans, health monitoring, renewal strategy, that makes that conversation credible.

The portfolio spans Premier and Strategic accounts globally. These are customers with high ARR, high complexity, and in many cases, long relationships that carry both genuine opportunity and genuine risk. The job is to hold those relationships well, act on signals before they become problems, and surface and progress commercial outcomes in partnership with Sales.

This is not a role that fits someone who needs clear direction on what to do next. The expectation is that you read the account, form a view, and act on it. The Head of Customer Success is there for strategic decisions and unusual situations, not routine account management.

Key Responsibilities

Account Ownership

• Own a named portfolio of Premier and Strategic accounts. Know them well enough that no renewal, no escalation, and no expansion conversation comes as a surprise.
• Build and maintain executive-level relationships. The relationship should not depend on the product working perfectly; it should be strong enough to hold when it does not.
• Produce and execute success plans tied to customer outcomes, not just product usage metrics. Plans should reflect what the customer is trying to achieve and how Sedna is contributing to it.
• Run QBRs with commercial framing. A QBR should advance the relationship and the commercial position, not just report on the quarter.
• Maintain deep product knowledge across Sedna Email, Prefix, and VMS. You are not delivering training, but your commercial conversations need to be grounded in a genuine understanding of how customers are using the product and where they are not.

Retention and Renewal

• Monitor account health continuously and act on risk signals before they become churn conversations. If a customer is at risk, the Head of Customer Success should hear about it from you, not from the customer.
• Co-own the renewal conversation with the AE. Own the preparation, the relationship context, and the customer's readiness to renew; Sales owns the close.
• Escalate renewal risk early, with a clear view of what is driving it and what the options are.

Growth and Expansion

• Identify and progress expansion opportunities in collaboration with the AE. This means having enough commercial awareness to spot the signal and enough credibility with the customer to explore it.
• Bring the Head of Customer Success into complex or large deals at the right moment, not after the conversation has already been shaped.

Cross-functional Coordination

• Coordinate training delivery through Education. You are not responsible for delivering training; Education owns that. Your job is to ensure the right training reaches the right accounts at the right time.
• Work with the Programme Manager to ensure smooth onboarding for new accounts entering the portfolio.
• Provide context to Education Specialists before training sessions on Premier and Strategic accounts, so delivery is appropriately calibrated.
• Partner with Support and Product to close feedback loops and ensure customer insights are informing the right internal conversations.

About You

• Significant experience managing complex, high-value B2B accounts at a senior level, with a track record of holding executive relationships and co-owning commercial outcomes alongside Sales.
• Strong executive presence and the ability to hold a relationship through difficult conversations, not just good ones.
• A background in shipping, maritime operations, or global trade is strongly preferred. Sedna serves some of the world's largest maritime businesses, and candidates who understand how those organisations operate will be better placed to build credible, lasting relationships with them.
• Commercially fluent: able to read a renewal situation, understand what is driving it, and act with appropriate urgency without waiting to be asked.
• Clear, structured communicator in writing and in person, comfortable presenting to senior stakeholders and leading commercial conversations.
• Familiarity with Salesforce or equivalent CRM. Experience with tools such as Mixpanel or Snowflake is an advantage.

What Success Looks Like

• A portfolio where no renewal, escalation, or expansion conversation comes as a surprise, because you have been managing the signals well in advance.
• Executive relationships on Premier accounts that are strong enough that customers would describe you as genuinely useful, not just present.
• Net Revenue Retention at or above target, with a clear understanding of what drove the result in both directions.
• Expansion pipeline contribution in partnership with Sales, with opportunities identified and progressed rather than waited for.
• Customer insights flowing consistently into QBRs, product feedback, and internal planning.

Directional KPIs

• Net Revenue Retention on portfolio
• Logo retention rate on portfolio
• Expansion ARR generated
• Renewal on-time rate
• QBR completion rate against plan
• Time to escalation on at-risk accounts (faster is better)
• Executive relationship health, qualitative, assessed quarterly by Head of Customer Success
• Training coordination rate: proportion of accounts receiving at least one Education touchpoint per quarter

Our Values:

Finally, culture is important to us, so we also look for candidates who share our values:

Stay Ahead, Stay Agile

• We don’t just adapt-we anticipate change and act with confidence.
• Curiosity, data, and customer insights help us stay ahead of the curve.
• We embrace challenges as opportunities and remain resilient under pressure.
• By staying open to new ideas and ways of working, we lead the future.

Execute With Focus

• We turn strategy into action, delivering measurable results that matter.
• Every initiative counts-discipline and ownership drive business impact.
• We make smart decisions with speed, balancing pace and precision.
• Clear priorities keep us focused on what moves the needle.

Work Together, Win Together

• Collaboration is our superpower-we succeed as one team, internally and with customers.
• We co-create solutions, seek feedback, and build the future of the OS together.
• Strong relationships are built on trust, respect, and shared goals. 
• By aligning across teams and with customers, we unlock greater impact.