Customer Success Manager - Drive Growth, Retention & Customer Value
Are you a commercially driven Customer Success professional who thrives on building strong relationships, driving retention, and unlocking growth opportunities?
We’re looking for a Customer Success Manager (CSM) to take ownership of our UK DAS (Driving Advice System) customer base - leading the full post-implementation lifecycle, from renewals and contract management through to customer growth and value realisation.
This is a fantastic opportunity to shape and grow a Customer Success function, working at the heart of the business and partnering with sales, product, and delivery teams to deliver measurable impact.
Why This Role?
* Play a key role in driving recurring revenue and commercial performance
* Build and embed a scalable Customer Success function
* Own customer relationships end-to-end
* Work in a collaborative, cross-functional environment
* Be part of a business focused on customer value, innovation, and long-term growth
How You’ll Add Value
Commercial Ownership & Contract Management
* Own and manage the commercial lifecycle across all UK DAS customers
* Lead renewals (Support & Maintenance) with a proactive, structured approach
* Ensure clear contract governance-scope, obligations, and commercial risks
* Act as the internal owner of contract performance and customer positioning
Customer Success & Experience
* Build and deliver a structured Customer Success framework
* Create and manage customer success plans and engagement models
* Lead onboarding, transition to support, and ongoing lifecycle engagement
Revenue Growth & Expansion
* Identify and deliver back-to-base (existing customer) sales opportunities
* Engage customers to uncover needs and position solutions
* Partner closely with Sales and Account Management on upsell and cross-sell activity
* Own revenue targets across renewals and customer growth
Data, Insights & Reporting
* Develop data-driven customer success reporting (usage, adoption, risk, NPS)
* Use insights to prioritise engagement and inform decisions
* Deliver executive-ready reporting and commercial insight
Customer Advocacy & Leadership
* Act as the voice of the customer internally
* Coordinate issue resolution across support and technical teams
* Lead customer reviews, commercial check-ins, and executive engagement
What You’ll Bring to the Role
* Proven experience in Customer Success, Account Management, or Commercial Operations within a technology, software, or rail environment
* Strong track record managing renewals, recurring revenue, and customer growth
* Experience building or scaling Customer Success functions
* Commercially astute, with confidence in managing contracts and customer relationships
* Data-driven mindset-comfortable using metrics, dashboards, and NPS
* Excellent stakeholder management, able to influence at both operational and executive levels
* Strong communication, negotiation, and problem-solving skills
* Highly organised with the ability to manage multiple customer accounts and priorities
* Desirable: Understanding of the UK rail sector
What You’ll Get in Return
In return we will offer a competitive salary along with a comprehensive benefits package including a discretionary bonus, healthcare cash back scheme, private pension scheme, life assurance and income protection, as well as many initiatives to support a healthy lifestyle.
This is more than a Customer Success role - it’s an opportunity to shape how customer success is delivered, influence commercial outcomes, and play a key part in a growing, customer-focused organisation. If you’re excited by the opportunity to own customer relationships, drive growth, and build something impactful, we’d love to hear from you.