We’re growing fast and looking for a Customer Success Manager (CSM) to join our Customer Success team.

Location: Remote, UK

Salary: In the range of £65k to £80k depending on experience

At evaluagent, we’re on a mission to power a people-first era for contact centres, where Employee Experience is valued just as much as Customer Experience. Our AI-powered QA and Conversation Intelligence platform helps sales and service teams go beyond reporting to actually improve agent performance and customer experience in real time.

The role

As a CSM, you’ll be a trusted advisor to our largest and most complex customers, building deep relationships, guiding them through onboarding, adoption, and beyond, and ensuring they get maximum value from our platform.

This is a high-visibility, strategic role where your ability to combine technical understanding, business acumen, and relationship-building will directly influence our growth.

You’ll:

• Partner with senior stakeholders, from C-suite to frontline managers
• Create and deliver tailored success plans to drive adoption and impact
• Lead onboarding and PoCs, ensuring smooth delivery and customer buy-in
• Run strategic value sessions such as QBRs
• Spot growth opportunities and collaborate with Sales on upsell/cross-sell
• Proactively manage risk to safeguard renewals and long-term success
• Champion customer needs back into Product and Engineering

What we’re looking for

• 5+ years in a customer-facing role (Customer Success, Account Management, Consulting) within a SaaS or technology-driven company.

• Proven experience managing high-value, complex enterprise customers, including C-suite engagement.

• Applied understanding of SaaS business models and customer lifecycle management.

• Strong experience in developing and executing success plans, product adoption strategies, and retention programs.

• Ability to analyse customer data and trends to proactively identify risks and opportunities.

• Exceptional communication, presentation, and problem-solving skills.

• Self-motivated, highly organised, and able to thrive in a fast-paced, dynamic environment.

• A curious and proactive self-starter who will grow their own skills as well as pushing our team and company to be better.

• People describe you as passionate and determined. When you see a problem you think “How can we fix this?” and act.

• You’ll be comfortable working remotely, staying connected with the team, and confident you can thrive without feeling isolated

💡 You must be based in the UK and have the permanent right to work here. We are unable to offer sponsorship

Why join us?

Alongside working in a supportive, agile, remote-first team, you’ll enjoy:

• 🏠 Flexible home working with a co-working allowance
• 🩺 Private Health Insurance with Vitality
• 🗓️ 25 days holiday + bank holidays + your birthday off (+ option to buy more)
• 🏝 Up to 6 weeks working abroad (120 days per year including holiday)
• 📚 Dedicated Learning & Development time and coaching opportunities
• ❤️ Volunteer day to give back to your community
• 👨 Enhanced family leave
• 🎉 Plus: income protection, life insurance, home working allowance, pension contributions, and regular company meet-ups

We move fast, support each other, and live our values: curiosity, generosity, and passion.

👉 Sound like you? Apply now and help us shape the future of customer experience.

About evaluagent
We’re on a mission to power a people-first era for contact centres – where Employee Experience (EX) is prioritised alongside Customer Experience (CX). Our AI-powered QA and Conversation Intelligence platform helps teams move beyond reporting to improve agent performance and customer experience in real time. And we’re just getting started; our goal is to become the go-to Workforce Engagement Platform for fast-growing sales and service teams worldwide.

Equity, Diversity & Inclusion at evaluagent
We hire the best people for the job, full stop. Everyone has equal opportunities here, and we’re committed to equity too, making sure people get the support they need to succeed, whatever your background, identity, or beliefs. If you need any adjustments during the hiring process, just let us know and we’ll make it work.

Application Closing Date

This role operates on a rolling interview process, meaning we will be conducting interviews until we extend an offer. As a result, candidates may progress through the interview stages at varying paces.