Job Description
đź“‹ Full-time, Permanent (3-month probation)
Remote (UK-based)
đź’° ÂŁ40,000 base | OTE ÂŁ60,000 | Uncapped to ÂŁ70,000+
About Clarus WMS
Clarus WMS is modern warehouse management software built for fast-moving logistics operations. We're growing quickly and customer success is right at the heart of what comes next.
We're embedding AI into the way we operate, not as a buzzword, but as a genuine lever for doing better work, faster. From how we prepare for customer conversations to how we identify opportunity and build business cases, AI is at the centre of how we run.
This is the first dedicated Customer Success hire at Clarus. If you join now, you'll be learning and doing things in 12 months that most people in this industry haven't heard of yet.
The Opportunity (Why this role is different)
You’ll own the entire customer relationship from go‑live, health, retention, renewals, and growth.
More than that, you’ll be building the CS function from the ground up alongside our COO. The vision is clear, the tooling is in place, and the customer base is ready. What we need is the right person to bring it to life.
You’ll use AI in ways most CS teams aren’t doing yet, for customer prep, opportunity identification, business case building, and content. You’ll walk into every customer conversation better prepared than anyone else in the market. And you’ll be shaping how this function operates long after you’ve built it.
This isn’t a manage a portfolio and renew contracts role. It’s a consultative, commercially driven, relationship‑led position with real ownership and a direct line to where your career goes next.
Job Requirements
* 2 to 4 years in a B2B SaaS customer success or account management role
* Experience in an operationally complex vertical is a strong advantage, logistics, supply chain, field service, or manufacturing software
* Comfortable with commercial conversations, renewal ownership, expansion targets, or building a business case
* Experience working in CRM and CS platforms, ideally Planhat or similar
* Evidence of improving or building process, not just following it
* Comfortable on camera, feature videos are part of this role, you do not need to be a presenter but you need to be natural and credible
* Genuine enthusiasm for AI tools and modern ways of working
Most importantly: someone with energy, curiosity, commercial instinct, and the hunger to build something that matters.
Job Responsibilities
What You’ll Do
Customer Relationships and Retention
Own the post go‑live relationship for every Clarus customer. Run structured 90‑day reviews, recorded, template‑led, every action logged in Planhat with owners and timeframes. Build genuine relationships at every level of the customer’s organisation, from the ops manager to the warehouse floor. What you commit to, you deliver.
Health Monitoring and NPS
Keep a close eye on how customers are feeling across three signals, in‑session NPS during reviews, mid‑cycle unprompted surveys, and in‑app end‑user feedback from handheld prompts. Know the health of your base at all times and get ahead of risk before it becomes a problem.
Commercial Growth
Identify and convert genuine growth opportunities across the base, project work, reimplementation, configuration upgrades, solutions time, and our AI module. Build proper business cases and bring solutions to meetings, not just ideas. Sell with customers rather than to them, understanding their operation well enough that the right conversation feels like a natural next step, not a sales visit.
Renewal Ownership
Lead every renewal conversation with confidence. Know each account well enough to protect the base, flag risk early, and keep retention strong.
Training and Feature Adoption
Own the outcome of training, not the delivery, but whether it actually landed. Know what has been released, which customers it is most relevant to, and whether the gap needs a support article, a training session, or a billable project. Produce short feature videos in plain language, what it does, how it works, why it matters, sent directly to the right customers with a prompt to book a catch‑up. The system handles follow‑up automatically so nothing slips.
Playbook and Process
Help define how CS operates at Clarus, the templates, cadences, and workflows we will scale with. Document what works and lay the foundation for the team that grows around you.
How Success Will Be Measured
Commercial Target
Growth in fees and genuine subscription volume uplift across the customer base, period on period. Price increases excluded, this is real, attributable growth. Full bonus at 100% of target, accelerator above it.
Health Target
NPS, health scores, and customer retention hitting defined thresholds across the base. Both targets carry equal weight. You need both green to unlock the accelerator.
Operational Reliability
Reviews completed on cadence, actions followed up, Planhat kept as a clean source of truth.
Customer Engagement
Feature video open rates, follow‑up bookings generated, training outcomes tracked.
Renewal Performance
Renewal rate, risk flagged early, no surprises at contract stage.
Progression
This role is built for someone who wants to step up fast. Hit your targets, prove the model and you directly fund the next hire in this team. CS Lead or Head of Customer Success is a realistic 18‑24‑month horizon, not a vague promise, a direct result of what you build here.
Job Benefits
* First CSM hire, real ownership, real impact, real career trajectory
* Work directly with the COO on building something from the ground up
* Use AI in ways most CS teams will not be doing for years
* Performance‑driven, execution‑focused culture
* Competitive benefits package including:
o Half‑day Fridays
o Health Cash Plan covering dental, optical, physio, and more
o Salary Sacrifice schemes, Pensions, Nursery Fees, Electronics and Tech
o Retail, leisure, gym, and food and drink discounts
o Cycle to work scheme
o Regular socials and team events
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