Customer Success Manager Permanent - 37.5 hours, Monday to Friday Hybrid – 2 days at our office, 3 days working from home Up to £40,000 plus benefits About us Mortgage Advice Bureau (MAB) PLC is the UK’s leading mortgage network, with a reputation built on expertise, award-winning advice and a people-first culture. With over 250 awards and counting, we’re proud of the impact we’ve made, and even prouder of the people behind it. But we’re not standing still. MAB is on a journey of transformation, building smarter systems, empowering our teams and creating space for innovation. We’re not just adapting to change; we’re leading it. Through technology, fresh thinking and bold ideas, we’re shaping a future where customer experience is seamless, personalised and consistently excellent. Our Mission? To deliver exceptional customer success that supports our network and enables great outcomes for our customers. Find out what it's like to work here from our people : Watch here About the role As a Customer Success Manager, you’ll be the trusted partner for a portfolio of MAB ARs (Appointed Representatives, our B2B customers) across our network of mortgage firms. Your key focus is to ensure our clients get the best possible value from their software solutions, driving high customer satisfaction and long-term engagement. You’ll work consultatively, providing strategic advice and best practice guidance, while collaborating across departments to deliver seamless customer experiences. From onboarding and training to feedback and innovation, you’ll be the voice of the customer within MAB. We're looking for someone with: You have knowledge and experience with mortgage advice and/or products either in a customer success, sales or similar environment Excellent communication and relationship-building skills A strategic thought process with a customer-first mindset Experience learning and delivering training to others of complex portals and systems Strong problem-solving and project management abilities Comfortable working independently and collaboratively Passion for continuous improvement and innovation An ability to manage multiple priorities and deliver high-quality outcome Recruitment process If your application is shortlisted, you will speak with our TA team as an initial conversation. Interviews will then take place in person at our Derby office with the hiring team. What’s In It For You? Private Medical Insurance (Vitality), 25 days annual leave (increasing to 28 with service) plus your birthday off, matched pension contribution (L&G), share save scheme (Equinity), retail discounts, free entertainment tickets, plus much more! ⏰ Flexible working hours with hybrid working for Head Office roles (as agreed with your line manager) A wide range of Learning & Development offers, from 121 coaching to qualification support, helping you to grow and thrive in your career A supportive, inclusive culture with forums you're welcome to join from day 1, using your voice to make MAB an even better place to work Use of AI We recognise that AI tools can be a helpful way to articulate your qualities, skills and experience when applying for roles. It’s important to us, however, that we see the real you throughout the recruitment process. We hire real people, not polished personas! We simply ask that you consider carefully how and where you use AI during your application, so we can hear your own thoughts and meet your authentic self. Everyone is welcome We’re committed to building a diverse and inclusive team. Everyone is welcome at MAB, regardless of age, background, identity or experience. If you’d like to hear how we can support you by adjusting our recruitment process, please contact careers@mab.org.uk. Please note we are unable to consider candidates requiring visa sponsorship at this moment in time. We won't be accepting speculative CVs from recruitment agencies, with a full PSL in place.