Senior Customer Success Manager

Job Title:  Sr Customer Success Manager

Location: UK/Europe Remote

Company Overview: Akka powers the next generation of agentic AI systems and distributed applications—built for resilience, speed, and intelligence at scale. Trusted by industry giants and innovators alike, we provide the backbone for AI-native software. We value innovation, collaboration, and customer-centricity in everything we do. Learn more at akka.io.

Position Overview: 

The Senior Customer Success Manager (Sr. CSM) plays a pivotal role in driving customer satisfaction, retention, and growth. This position is responsible for building strong, trusted relationships with key customers, ensuring successful onboarding, adoption, and ongoing value realization from the company's products or services.

As a strategic advisor, the Sr. CSM works cross-functionally with Sales, Product, Support, and Professional Services teams to deliver tailored solutions and proactively manage customer needs. The ideal candidate brings deep expertise from the software industry (SaaS / PaaS), exceptional communication skills, and a customer-first mindset.

Reports to: Sr Director of Customer Success

Key Responsibilities:

• Onboard new customers and co-create a successful customer journey with Akka.
• Accurately forecast risks, assess account health, and drive renewal and expansion within your customer portfolio.
• Proactively identify and mitigate risks throughout the customer lifecycle to ensure sustained growth.
• Collaborate with internal teams to prioritize and address customer needs.
• Lead initiatives such as Quarterly Business Reviews, Executive Business Reviews, and Proof of Value demonstrations to showcase the impact of our technology.
• Negotiate contracts, pricing, and terms to establish long-term, mutually beneficial partnerships.
• Build and maintain strategic relationships with executive stakeholders while confidently positioning yourself as a trusted advisor.
• Apply consultative skills to effectively engage and collaborate with clients.
• Work cross-functionally with Sales, Professional Services, Solution Architects, and Product Management to ensure exceptional customer experiences.
• Develop and share best practices with the team to continuously enhance process quality, efficiency, and effectiveness.
• Stay informed on industry trends, competitive offerings, and emerging technologies to reinforce Akka’s leadership in the market.

Qualifications:

• 5+ years of experience in Customer Success or Sales in Enterprise Software, this role involves the ability to sell/upsell in addition to managing complex accounts.
• Proven ability to conduct value-driven discovery sessions to understand customer objectives and key priorities.
• Track record of exceeding renewal rates, upsell targets, or other key business metrics.
• Strong understanding of successful customer success strategies and lifecycle management.
• Familiarity with the software development lifecycle (SDLC). 
• Experience working with cloud-based solutions, including knowledge of pricing models and cloud-native architectures.
• Ability to understand and communicate technical concepts while developing tailored solutions.
• Strong organizational and time management skills in a fast-paced, remote-first environment.
• Willingness to travel as needed for customer meetings.
• Knowledge of real-time streaming, microservices, and cloud infrastructures (AWS, GCP, Azure) is a plus.
• Bachelor’s degree in Business, Technology, or equivalent professional experience.
• Experience with Salesforce and SalesLoft preferred.
• Experience working with AI & agents is a plus.

Where You’ll Work:

This is a remote position based in the UK / Europe. 

Why Join Us? At Akka, you’ll be part of a team that values innovation, collaboration, and impact. We offer competitive compensation, professional growth opportunities, and a supportive environment where your contributions make a difference. 

Benefits:

• Competitive salary with performance-based incentives.
• Comprehensive health and wellness benefits.
• Opportunities for professional development and continuous learning.
• Flexible remote working environment.
• Collaborative, inclusive, and innovative company culture.

Our Core Values:

• We’re Authentic: We value transparency and genuine communication, without politics or games. We're honest and assume good intentions, cultivating trust and accountability within our organization and in our interactions with others outside of Lightbend.
• We’re Customer-Focused: We value customer outcomes above all else. By prioritizing our customers' interests, and meeting them where they are today, we help ensure their success. We are dedicated to deeply understanding our customer’s needs, anticipating challenges, navigating time constraints and striving to exceed expectations.
• We’re Nonconventional: We value fearless innovation by challenging the status quo and embracing alternative approaches. Continuous learning and a growth mindset aimed at improving ourselves, our company, and our products, drives us to push boundaries and explore new solutions. Guided by a bias for action, we leverage industry and customer insights to inspire fresh ideas, enabling optimal future offerings.
• We’re Persistent: We value excellence through continuous experimentation and courageous problem-solving. We recognize that achieving success often demands approaching challenges with tenacity and taking calculated risks to achieve leading-edge solutions.

Equal Opportunity Employer:

Akka is committed to fostering a diverse and inclusive workplace, welcoming individuals from all backgrounds and experiences. We celebrate differences and provide equal opportunities for all employees.