1. Shape the customer journey - Own the full success lifecycle.
2. Partner with top SaaS clients - Be proactive, not reactive.
About Our Client
We're working with a dynamic SaaS business looking for a Customer Success Expert to join their growing team. This is a technical, customer-facing role where you'll partner with a portfolio of business clients to ensure they get maximum value from their software.Unlike a traditional support role, this is not a helpline based role- it's about being a trusted advisor and proactive partner, helping customers use technology to achieve their goals.
Job Description
In this role, you'll:
3. Own a portfolio of business customers - developing strong relationships with key stakeholders across different regions and departments.
4. Act as the central point of contact for your accounts - with full visibility of how customers are using the software, including what's working well, where issues are arising, and where improvements can be made.
5. Monitor and manage tickets/issues - keeping track of what's being raised across different users and ensuring resolutions are timely and effective.
6. Run monthly or quarterly account health reviews - depending on account size - presenting insights, identifying risks, and creating success plans.
7. Proactively identify opportunities to improve the customer journey - suggesting new features, highlighting adoption gaps, and guiding customers to get the most from their investment.
8. Support product rollouts and adoption - introducing new tools or features to customers, not in a sales capacity but by helping them see how new solutions can add value.
9. Collaborate with internal teams - sharing customer insights and feedback with Product, Development, and Sales so the wider business can learn from real-world usage and continually improve.
10. Spot trends across accounts - such as common technical challenges, usage patterns, or requests - and ensure these are addressed both at the client and business level.
11. Be versatile in communication - engaging with clients via phone, email, video meetings, and face-to-face visits when required.
The Successful Applicant
12. A proven background in SaaS Customer Success, with strong experience in account health management and customer lifecycle ownership.
13. Someone who is tech-savvy and data-driven, confident navigating software platforms and translating insights into actions.
14. A self-motivated problem solver, able to work proactively without needing to be told what to do.
15. Excellent communication and relationship-building skills, able to work with everyone from end-users to senior stakeholders.
What's on Offer
16. Competitive salary of £50,000.
17. Hybrid working - 2 days in Warrington office.
18. Opportunity to shape the customer journey and influence product development.
19. Join a collaborative team where customer success is central to growth.