About Indeemo

At Indeemo, we're redefining how companies understand people. Our AI-powered research platform helps global teams capture and analyse real-world human behaviour through video, photos, and rich multimedia diaries.

We leverage Mobile, Cloud and Generative AI to deliver intuitive, media-rich experiences across web and mobile. The world's most ambitious consumer and insights teams use Indeemo to get closer to the humans behind the data - faster, at greater scale, and with richer evidence than traditional research methods allow.

We're growing, and our customer base is growing with us. That growth needs someone who can consult with customers on the most effective ways of achieving value, turn customers into vocal advocates of the solution, develop renewals into a well-run, repeatable motion, and open the door to growth at an individual customer level as well and across our portfolio.

The Role

This is a senior Customer Success hire, built for someone who runs a book on evidence and pace, not gut feel. You'll own a portfolio of Indeemo accounts end-to-end - accountable for adoption, health, and the commercial outcome each one produces.

You'll build relationships that reach Senior Management and C-level stakeholders, not just the day-to-day user, and you'll work closely with Sales on your largest accounts - you own the evidence and the value story, they close. Everywhere else in your book, you run the whole commercial motion yourself: forecasting, negotiation, expansion.

Success here is measurable: a renewal number leadership can rely on, a forecast that holds up, and account health that's visible weeks before anyone would otherwise have to ask. You see an account's trajectory before it becomes a QBR headline, and you act on it.

The Profile

Customer Centric, not Transactional

You deeply understand the customer’s business initiatives and needs, and lead every engagement with a sharp focus on what the customer is actually trying to achieve.

Relentlessly Curious

You don't take the first answer as the real answer. You're always asking one more question, about the account, the stakeholder, the wider market they're operating in, because that's where the signal that actually matters is hiding. Discovery isn't something that ends at kickoff. It's a habit you never switch off.

Fluent in Growth, as well as Retention

You can hold a cross-sell or upsell conversation without needing Sales to run it for you. You know when a deal needs a commercial specialist and when it just needs you to make the case.

Commercial by Instinct

You don't treat renewal as an admin task. You treat it as a conversation you're already three moves ahead in, because you've been reading the account's signals for months. You know the difference between a customer who's quiet because they're happy and one who's quiet because they're about to churn.

Built for Autonomy

You don't need someone checking in to stay disciplined about your book. You run your own renewal calendar, your own account plan, and your own forecast, and you're comfortable being the person leadership trusts to get it right without oversight. As we grow, there is an opportunity for this function to evolve; you'll have real input into shaping it, not just executing someone else's finished playbook.

What You'll Own

Adoption & Account Health

Turn Sales' pre-signature business case into a living success plan, with leading indicators tracked monthly and ROI proven quarterly.
Build genuine relationships across your accounts - from everyday champions up to Senior Management and C-level stakeholders - and be the person they trust for adoption and success.
Lead a structured cadence of check-ins and business reviews that pin down each customer's real business goals and where Indeemo moves the needle.
Own the usage and engagement signal across your book. Proactively identify risk and growth signals early.
Become the Indeemo expert your customers rely on. Advise customers on best practice for getting more from the platform, drawing on genuine research and insights expertise.
Own onboarding and ongoing training for your accounts, making sure every user knows how to use the platform well.

Renewals & Commercial Outcomes

Own renewal forecasting and negotiation across most of your book, and drive the case on your largest accounts with Sales.
Find the cross-sell and upsell inside your own accounts, and build the commercial case.

Customer Voice & Product Feedback

Feed real customer signals back to Product, and own the loop on how that feedback gets followed up.
Drive customer advocacy - references, case studies, reference calls - from the accounts genuinely getting value, and step into Sales conversations when it helps close or expand a deal.

Skills & Experience

5+ years in Customer Success within B2B SaaS, with direct ownership of renewal or commercial outcomes.
A track record of running commercial conversations unsupervised - pricing, negotiation, and knowing when to escalate.
Comfortable holding retention and growth accountability in the same book.
Proven ability to work cross-functionally with Sales, owning your side of the deal.
Experience running structured objection-handling and de-escalation with a difficult stakeholder.
Confidence navigating account procurement processes to get contracts through.
Comfortable living inside a CRM (Hubspot or similar) to track account health, forecast, and renewal status.
Genuine curiosity for solving customer problems, including the technical ones.
SaaS or subscription-model experience essential.
Market research, insights, or consumer-understanding sector experience is a strong plus.

What Success Looks Like at 12 Months

Account Health Visible

Leadership has an honest, early read on every account, not one built from renewal panic.

Retention and Growth Delivered

A renewal rate and forecast accuracy leadership trusts, with wins beyond the obvious accounts.

Framework in Place

Every success plan is grounded in the customer's actual business initiatives and ROI, not assumed value, so the renewal case writes itself.

Our Hybrid Approach to Work

At Indeemo we recognise the evolution that has taken place when it comes to hybrid working. Our hope is to achieve a balance between working in the office and from home that maximises communication, collaboration, creativity and productivity while preserving our company's culture.

Your first three months in the role, you'll be on-site at our Blackpool offices four days per week, Monday to Thursday. After three months, you'll have the option to scale back to three days per week on-site.

Life at Indeemo

At Indeemo, you get to join a diverse team of extra milers who are obsessed about delivering an intuitive product and an unforgettable customer experience.

“We value action over talk, collaboration over individualism and progress over perfection. We care about our work and we always look after each other. We know that what we each contribute on a daily basis has a direct, positive impact on the lives of the people who benefit from the research we empower. We never forget our duty of care when it comes to protecting the privacy of our users and customers.” - Eugene Murphy, CEO

Aside from a competitive salary, benefits and the opportunity to join our company's share options scheme, you'll get to join a world-class team with an amazing culture and exceptional work ethic.

We look forward to hearing from you!

Senior Customer Success Manager

Benefits

Job Description