Customer Success Manager - SaaS

Are you a dynamic leader passionate about delivering outstanding customer service? This is an exciting opportunity to join a forward-thinking organisation that specialises in providing innovative learning and development solutions. As a CSM, you will play a pivotal role in ensuring client satisfaction, driving engagement, and supporting business growth through expert consultancy and exceptional service delivery. This hybrid role requires occasional travel to their South-West office, frequency dependant on your location. Responsibilities * Lead the implementation of new client projects within existing contracts, acting as the main point of contact for internal and external stakeholders * Manage client relationships, ensuring high engagement and successful adoption of learning solutions * Oversee service delivery, ensuring that contractual Service Level Agreements (SLAs) are met and that any potential risks or issues are proactively managed * Analyse client data to identify trends and provide strategic recommendations to enhance engagement and retention * Act as a subject matter expert across the organisation’s full range of services and solutions, identifying opportunities for upselling where appropriate * Provide leadership and coaching to a team, fostering a high-performance and client-centric culture * Drive process improvements and share best practices to enhance service efficiency and effectiveness * Manage budgets and revenue reporting to support financial performance objectives * Support recruitment and succession planning within the team, ensuring continued development and growth Skills * Strong interpersonal and communication skills, with the ability to engage effectively with senior stakeholders * Commercial awareness with the ability to contribute to financial and operational objectives * Ability to work in a fast-paced environment, managing multiple priorities effectively * Strong analytical and problem-solving skills, with a data-driven approach to decision-making Education * Any related qualifications are desirable but not essential Experience * Demonstrable people management experience, including mentoring and coaching * Customer success experience with learning platforms or technology is highly desirable * B2B SaaS experience is a crucial element * Previous experience of working to SLAs and KPIs