Customer Success Manager / Account Manager (Tech / SaaS)
We are hiring an experienced Customer Success Manager / Account Manager to join a growing team within a fast-moving technology / SaaS business. The role is ideal for a commercially ambitious individual who thrives on building strong client relationships, delivering exceptional service, and driving portfolio growth.
About the Role
You will manage a key book of business, working closely with existing clients to ensure ongoing value, strong adoption, and long‑term retention. This is a high‑impact position with clear commercial targets and opportunities to influence expansion across the customer base.
Key Responsibilities
* Own and manage a book of business (~£300-400k ARR), ensuring high service quality and client satisfaction.
* Maintain and nurture strong relationships with existing clients to secure renewals and minimise churn.
* Drive expansion revenue through upselling and cross‑selling, with an expectation of approximately 15% growth within your accounts.
* Act as the primary point of contact for your clients, addressing enquiries, resolving issues, and proactively identifying opportunities.
* Collaborate closely with Sales, Commercial, and Product teams to share customer feedback and support improvements.
* Monitor customer health metrics and reporting dashboards to ensure account performance and retention goals are being met.
* Deliver regular business reviews, adoption tracking, and strategic account planning.
* Champion best practice customer success activities and contribute to process improvements across the team.
What We’re Looking For
* Proven experience in a Customer Success, Account Management, or similar client‑facing role — ideally within a Tech / SaaS environment.
* Strong commercial mindset with a track record of hitting targets and driving account growth.
* Excellent communication and relationship‑building skills, with the ability to influence stakeholders at all levels.
* Results‑orientated, proactive, and comfortable working in a fast‑paced environment.
* A genuine interest in technology and curiosity around AI / data‑driven solutions.
* Strong organisational skills with attention to detail and a structured approach to prioritisation.
Salary & Benefits
* Up to £50,000 per year plus performance‑based bonus.
* Hybrid working: 1–2 days per week in the Doncaster office.
* Opportunity to join a collaborative, high‑performing team with exceptional client retention (~98%).
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