Flooid Birmingham, England, United Kingdom
Customer Success Manager
As Customer Success Manager at Flooid, you will be part of an instrumental team, ensuring our customers roll out, adopt and realise value from our software. You will act as a strategic and trusted partner to our customers, guiding them through onboarding, software rollout and issue resolutions to drive retention and satisfaction. By proactively identifying opportunities for growth and addressing risks, you'll play a key role in supporting customer account expansion and ensuring we provide an excellent service.
Base pay range
Salary: £70,000 - £75,000 per annum.
Fluency in French would be advantageous.
Key responsibilities
* Managing multiple customers, serving as the primary operational point of contact, ensuring a smooth customer journey
* Building and maintaining strong relationships with customers by understanding their goals and helping them achieve measurable outcomes
* Monitoring customer health metrics and usage data to proactively identify risks and opportunities for engagement or expansion
* Collaborating with cross‑functional teams to resolve customer issues and improve the overall customer experience
* Conducting regular check‑ins, business reviews, and training sessions to drive continued value and customer satisfaction
* Advocating for customer needs internally and providing feedback to the product team to help guide feature development and enhancements
* Proactive approach to identifying issues, troubleshooting and delivering effective solutions
Requirements
* Experience in a Customer Success, Account Management, Service Delivery, or client‑facing role, ideally within a SaaS or tech environment
* Managing a portfolio of accounts with varying needs and complexity
* A proven track record of improving customer retention, satisfaction or account growth
* Conducting regular business reviews
* Using/implementing a CSM software
* Implementing CSM strategies and processes
* Building strong relationships with internal and external stakeholders
* Analyzing usage data and customer metrics to guide strategy and actions
Benefits
* Flexible working – hybrid or other flexi‑working options to balance personal and professional commitments
* Holidays – flexible holiday allowance, typically 25‑30 days plus public bank holidays per year
* Flexible pension – salary sacrifice pension and annual personal pension reviews with an external partner
* Company sick pay – enhanced Company Sick Pay policy for peace of mind when ill
* Family benefits – enhanced maternity, adoption and paternity pay, extended paternity leave and shared parental leave
* Electric car salary sacrifice scheme – affordable leasing of a zero‑emission vehicle
* Online learning platform – full Udemy access for technical, business and personal development courses
* Health and wellbeing support – health cash plan and life assurance scheme
* Discount platform – access to discounts and rewards from leading retailers, restaurants and destinations
* Professional subscriptions – reimbursement for subscriptions to relevant professional bodies
* Charity giving – payroll tax‑efficient charity donations
* Cycle to work scheme – tax‑efficient scheme to improve commute
* Rewarding long service – gifts for milestone years of service
EEO Statement
Flooid Ltd. is an Equal Opportunities employer. We are dedicated to fostering, cultivating and preserving a culture of diversity, equity, inclusion, and belonging.
Seniority level
Mid‑Senior level
Employment type
Full‑time
Job function
Information Technology
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