Customer Success Manager
Overview
Our client is seeking a proactive and commercially focused Customer Success Manager to strengthen and grow strategic customer relationships within their software and services portfolio. This is a hybrid role with some agreed on-site presence and occasional UK-wide travel for client visits and sector events.
Reporting to the Sales Manager, the Customer Success Manager will work closely with the wider sales function to align customer engagement activity with revenue goals, retention targets and long-term customer value. You will focus on deepening relationships with key strategic customers while establishing scalable processes to optimise support for the wider client base.
This role is ideal for someone who is customer-centric, data-driven and motivated by improving client satisfaction and commercial outcomes.
Responsibilities
* Own and deliver the customer success strategy for existing customers.
* Strengthen engagement with strategic accounts to increase satisfaction, retention and account value.
* Identify and progress upsell and cross-sell opportunities.
* Collaborate with the Sales Manager to ensure campaigns, messaging and account plans align with customer needs and commercial goals.
* Support the development of scalable processes for managing and growing the customer base.
Revenue & Performance Management
* Achieve KPIs related to retention, growth and B2B customer success performance.
* Monitor key metrics including churn, customer satisfaction and revenue contribution.
* Drive initiatives to reduce attrition across customer segments.
* Provide regular commercial insights to support effective decision‑making.
Collaboration & Communication
* Work closely with the Sales Manager to align customer communications and strategic plans.
* Collaborate with Professional Services to ensure smooth delivery of bookings, communications and campaigns.
* Share actionable customer insights to inform product and service improvements.
Reporting & Insights
* Provide accurate and timely reports to the Sales Manager on customer trends, risks and opportunities.
* Maintain comprehensive customer records and pipeline updates via CRM systems.
* Produce account plans for named strategic customers detailing goals, risks and opportunity development.
Requirements
Skills & Experience
* Proven experience as a Customer Success Manager, Account Manager or Relationship Manager, ideally within a software or B2B environment.
* Strong background in customer growth, retention and revenue optimisation.
* Demonstrated success in identifying and delivering upsell and cross‑sell opportunities.
* Strong analytical skills and experience working with KPIs and performance metrics.
* Excellent communication and relationship‑building abilities.
* Proficiency with CRM systems and customer analytics tools.
Personal Attributes
* Customer‑centric and commercially aware.
* Strategic thinker with strong operational execution skills.
* Data‑driven with strong problem‑solving ability.
* Collaborative, proactive and adaptable in a fast‑paced environment.
* Ability to work effectively in a small, highly committed team.
Additional Requirements
* Full driving licence and access to transport.
* Willingness to travel occasionally to client locations and events.
Benefits
* Salary: £35,000–£40,000 per annum.
* 25 days’ annual leave plus bank holidays.
* Additional five personal days per year.
* Competitive benefits package, including an annual lifestyle reward allowance.
* Supportive, inclusive and collaborative workplace culture.
* Significant opportunities for professional growth as part of a wider global group.
Application Process
The recruitment process may include interviews, written exercises, assessment sessions and / or presentations. Applicants are encouraged to share any required adjustments to support an inclusive and accessible recruitment experience.
* Our client is committed to equality of opportunity and welcomes applications from individuals of all backgrounds. They actively promote diversity, inclusion and equitable career progression.
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