Overview
eyworks Milton Keynes, England, United Kingdom
The Role
As a Customer Success Manager, you’ll own the customer relationship from onboarding through renewal. You’ll lead engagement, retention and growth strategies across your portfolio, ensuring our customers achieve their goals and get maximum value from eyworks. You’ll work cross-functionally with product, support, marketing, and sales to champion the voice of the customer and help shape the future of our platform and customer experience.
Key Responsibilities
* Lead the end-to-end customer journey, from onboarding and adoption to renewal and expansion.
* Build and maintain trusted, long-term relationships with nursery owners, managers, and teams.
* Develop tailored success plans and measurable goals for each customer account.
* Proactively monitor customer health, usage, and engagement to identify risks and opportunities.
* Act as the primary point of escalation for strategic accounts, coordinating solutions cross-functionally.
* Drive adoption of all six eyworks modules, helping customers unlock full platform value.
* Collaborate with Product to relay feature feedback, insights, and requests from customers.
* Partner with Sales and Marketing to identify and deliver upsell, cross-sell, and referral opportunities.
* Report on key customer success metrics (renewal rates, NPS, adoption, churn) and present insights to leadership.
* Contribute to continuous improvement projects across customer experience and lifecycle processes.
About You
* 3+ years’ experience in Customer Success, Account Management or Relationship Management in a SaaS environment.
* Strong understanding of customer lifecycle management and SaaS metrics.
* Excellent communication and interpersonal skills, with the ability to build rapport at all levels.
* Highly organised and able to manage multiple customers and priorities at once.
* Tech-savvy, with confidence in learning and demonstrating software solutions.
* Passionate about supporting the Early Years sector and making a positive impact.
* Proactive, problem-solving mindset with a drive to help customers succeed.
* Proactive focus on helping customers succeed and achieving results.
Recruitment Process
Our Recruitment Process comprises three stages:
1. Stage 1: Apply with your CV and optional cover letter (recommended)
2. Stage 2: Successful applicants will be contacted for a short telephone interview
3. Stage 3: Shortlisted applicants will be invited to a face-to-face interview
If successful, you will receive an offer letter and upon starting receive comprehensive on-the-job training.
Benefits
* Basic salary £30,000 to £40,000
* Hybrid working option, one day a week from home
* 20 days holiday plus three additional days over Christmas when the office is closed
* Additional day off on your birthday or a day’s salary in lieu
* 3 days paid company sickness policy
* Cost of an eye test covered by the company
* Monthly team meeting with a meal
* Quarterly team building outing
* Length of service scheme
* Celebration of work anniversaries and birthdays
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