Customer Success Manager – Clarus Software (Hybrid - Remote)
About the Role Clarus WMS is modern warehouse management software built for fast‑moving logistics operations. Customer success is at the heart of our growth, and this is our first dedicated Customer Success hire. You’ll be building the CS function from the ground up alongside our COO, using AI‑driven tools and approaches that most teams won’t adopt for years.
You will own the entire customer relationship post go‑live, including health monitoring, retention, renewals, and growth. This is a consultative, commercially driven role with real ownership, shaping how customer success operates at Clarus.
Key Responsibilities
* Own post go‑live customer relationships, running structured reviews and building genuine connections
* Monitor customer health via NPS, surveys, and in‑app feedback
* Identify and convert growth opportunities, building business cases for upgrades and projects
* Lead renewal conversations with confidence and foresight
* Drive training and feature adoption through tailored support and video content
* Help define CS playbooks, cadences, and workflows for scale
Candidate Requirements
* 2–4 years in B2B SaaS customer success or account management
* Experience in operationally complex verticals (logistics, supply chain, manufacturing software)
* Comfortable with commercial conversations, renewals, and expansion targets
* Experience with CRM/CS platforms (Planhat or similar)
* Evidence of improving or building processes
* Comfortable on camera for feature videos
* Enthusiasm for AI tools and modern ways of working
* Strong commercial instinct and curiosity
* Experience mentoring or building CS processes
Compensation and Benefits
* Salary/Pay: £40,000 base | OTE £60,000 | Uncapped to £70,000+
* Half‑day Fridays
* Salary Sacrifice schemes (pensions, nursery fees, electronics, tech)
* Retail, leisure, gym, and food discounts
* Cycle to work scheme
* Regular socials and team events
* Additional leave, childcare support, sick pay, bereavement leave, gym membership
Location
Hybrid role based in Manchester M4 5AD. UK work authorisation required.
Timeline
* Permanent, full‑time role with 3‑month probation
* Flexitime schedule available
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