The Company:
* PE-backed, fast-moving supplier management and spend control specialist.
* Well established (25 years), but focussing on the development of their Customer Success function as they optimise their SaaS proposition.
The Opportunity:
Be one of the first true Customer Success Managers, taking the lead in shaping the CS function from scratch and driving real stability and impact.
* Own relationships with 20+ strategic clients, ranging from midmarket to enterprise, and play a pivotal role in reducing churn, improving value, and elevating the customer experience.
* Partner with visionary leadership and cross-functional teams to turn transformation plans into action. Your ideas will be welcomed
* Join a small, forming team during an exciting "year 2 startup" phase. Your autonomy, adaptability, and willingness to execute as well as stabilise will be key.
The Ideal Candidate:
* 5+ years in Customer Success, Account Management, or Client Services, ideally in SaaS, procurement, or finance-tech environments.
* Proven ability to build trust, coach junior talent, and work with midmarket and enterprise clients.
* Comfortable with ambiguity and changeable service offerings; excels at identifying areas for improvement and driving transformation.
* Strong cross-functional collaborator able to challenge the norm, while stabilising internal dynamics and keeping progress on track.
* Experience with CS tools (Planhat preferred, Gainsight/ChurnZero relevant) and CRM platforms (Salesforce).
* Strategic, analytical, and commercially aware; able to own metrics for churn reduction, client engagement, and CS-qualified leads.
The Package:
* £60k base salary + up to 20% annual bonus (£12k potential).
* Hybrid working.
* Join a growing team in a business driving major transformation—with investment, resources, and support.
* Monthly all-hands and collaborative culture; direct access to CCO and cross-functional leadership.