Customer Success Manager (m/f/d) Full Time NEW

Job Description

• This position is based in London, UK (hybrid). The role requires 1–2 days per week on-site at our office space in Egham. Applicants must hold a valid work/residence permit for the respective location.

Chaos is a leading global software company that provides world-class visualization and design solutions, empowering creative minds to bring ideas to life.

For over twenty years, Chaos has developed innovative technologies serving multiple industries, including architecture and design, media and entertainment, and product e-commerce. Chaos’ solutions help architects, designers, VFX artists/animators, and other creative professionals share ideas, optimize workflows, and create immersive experiences.

Headquartered in Karlsruhe, Germany, Chaos is a global company with offices in 11 cities worldwide. In 2022, Chaos and Enscape merged, bringing together two industry-leading companies into one. Since then, Chaos has continued to grow with the additions of Cylindo, AXYZ Design, and Evolve Lab, further expanding our expertise and solutions across architecture, design, e-commerce, and AI. For more information, please visit chaos.com.

About Cylindo

Cylindo is the leading provider of 3D product visualization solutions for furniture brands and retailers. We help global brands increase conversion, reduce returns, and scale high-quality visual content across ecommerce and in-store experiences.

Role Overview

We are hiring a Customer Success Manager (individual contributor) to manage a portfolio of UK & EMEA accounts. This role is focused on retention, adoption, value realisation, and identifying expansion opportunities (commercially executed by Sales).

Key Responsibilities

• Manage a defined portfolio of mid-market and enterprise accounts.
• Own the post-sale lifecycle: onboarding, adoption, value realisation and renewal.
• Build and execute structured Success Plans aligned to customer KPIs.
• Drive strong product adoption across Cylindo modules.
• Monitor account health, proactively manage churn risk and prepare renewal forecasts.
• Run regular business reviews with senior stakeholders.
• Identify upsell and cross-sell opportunities and qualify them for Sales.
• Coordinate cross-functionally with Sales, Product, Integration and Support teams.
• Deliver training and enablement to ensure customers achieve measurable outcomes.
• Capture customer insights to inform product and commercial strategy.

Job Requirements

• 2-3 years experience in Customer Success, Account Management or similar SaaS role (ideally in the MarTech space).
• Experience managing renewals and protecting revenue.
• Commercially aware and comfortable discussing value.
• Strong stakeholder management skills.
• Data-driven and proactive.

What Success Looks Like

• High Gross Retention Rate.
• Accurate renewal forecasting.
• Strong adoption across portfolio.
• Consistent identification of qualified expansion opportunities.
• Positive customer advocacy.

If you are commercially sharp, customer-focused and ready to grow within a scaling SaaS business, we would love to hear from you.

Only short-listed candidates will be contacted.

Confidentiality of all applications is assured.