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For Companies At a Glance
- Tasks: Manage customer accounts, ensuring smooth onboarding and driving growth through upselling.
- Company: Join a dynamic SaaS scale-up revolutionising customer engagement with AI technology.
- Benefits: Enjoy remote work, a 4.5-day week, private healthcare, and generous holiday allowance.
- Why this job: Be part of a passionate team shaping the future of customer success in a fast-paced environment.
- Qualifications: Experience in SaaS Customer Success, strong communication skills, and a passion for AI and digital transformation.
- Other info: Opportunity to work with globally recognised brands and make a significant impact.
The predicted salary is between 36000 - 60000 £ per year.
Join a SaaS scale-up doing big things with Gen AI. We’re hiring on behalf of an AI-powered (CcaaS) customer journey platform that’s genuinely transforming how brands connect with their customers. Think smart automation, multi-channel interactions, and beautifully designed user experiences.
This isn’t our first rodeo with this team; we know them well and can vouch for the culture, the leadership, and the product. With a sub-50 headcount and strong funding/partnerships in place, the Customer Success team is growing to meet demand.
The opportunity
This is more than just a Customer Success Manager role. You’ll be working directly with some globally recognised brands, helping them get the most out of a cutting-edge platform that’s pushing the boundaries of customer engagement. As a Customer Success Manager, you’ll own a book of around 60 accounts generating £700K+ in ARR. The role blends mid and high-touch engagement and spans the full customer lifecycle, from onboarding through to renewals and expansion.
You’ll be helping shape the CS function as the business scales, so it’s a great fit for someone who wants to make their mark and grow with the team. Culturally, these guys are a small but punchy team of tech enthusiasts. They’re not looking for passengers here, and they’ll value someone with enthusiasm, drive, and initiative. Ideas are shared and valued, and the team wins together. It’s a start-up business, so you’ll know and LOVE what that’s about.
The role
- Onboarding new customers and ensuring smooth adoption of the platform
- Proactively identifying opportunities for growth and upsell across your accounts
- Becoming the client’s advisor on AI-led CX transformation
- Collaborating with internal product and technical teams to support client needs
- Owning account health and ensuring long-term customer retention
- Meeting clients in-person where beneficial (UK travel occasionally required)
About you
- Proven experience in SaaS Customer Success (mid to high-touch) owning a similar book (Ideally within a: CcaaS, CX platform, marketing technology, ChatBot, AI)
- Commercially minded with a record of driving account growth
- Startup/scale-up experience or excited by the pace of it
- Naturally curious, especially about AI, CX, and digital transformation
- Confident communicator who can simplify complex ideas and build trust
- Analytical thinker who can interpret data and turn insights into action
- Self-starter who enjoys rolling their sleeves up and getting involved beyond just CS
What’s in it for you?
- £45,000 base + 20% OTE bonus
- Fully remote work (UK-based) with occasional in-person meetups
- 4.5-day work week — early Friday finishes!
- Business stock options
- Private healthcare
- 25 days holiday (plus bank holidays)
Contact Detail:
ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with the latest trends in AI and customer experience. Being knowledgeable about how AI is transforming customer engagement will not only impress during interviews but also help you connect with the team’s vision.
✨Tip Number 2
Network with professionals in the SaaS and customer success space. Attend relevant webinars or local meetups to build relationships and gain insights that could give you an edge when discussing your experience and ideas.
✨Tip Number 3
Prepare to discuss specific examples of how you've driven account growth in previous roles. Highlighting your achievements in upselling and retention will demonstrate your commercial mindset and ability to contribute to their goals.
✨Tip Number 4
Show enthusiasm for the start-up culture. Be ready to share why you thrive in fast-paced environments and how your proactive approach can benefit the team as they scale, making it clear that you're not just looking for a job, but a place to grow.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in SaaS Customer Success, particularly in CcaaS or AI-driven platforms. Use specific metrics to demonstrate your success in account growth and retention.
Craft a Compelling Cover Letter: In your cover letter, express your enthusiasm for the role and the company. Mention your understanding of customer engagement and how you can contribute to their mission of transforming customer journeys.
Showcase Your Communication Skills: Since the role requires confident communication, consider including examples of how you've simplified complex ideas for clients in the past. This will demonstrate your ability to build trust and rapport.
Highlight Your Analytical Abilities: Mention any experience you have with data analysis and how you've used insights to drive account growth. This is crucial for a role that involves interpreting data and making informed decisions.
How to prepare for a job interview at ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for customer success and how it aligns with the company's mission. Share specific examples of how you've helped clients achieve their goals in previous roles, especially in SaaS environments.
✨Demonstrate Your Understanding of AI and CX
Since the role involves AI-led customer experience transformation, be prepared to discuss your knowledge of AI technologies and how they can enhance customer engagement. Bring up any relevant experiences or projects that showcase your understanding.
✨Prepare for Scenario-Based Questions
Expect scenario-based questions that assess your problem-solving skills and ability to handle customer challenges. Think about past situations where you successfully managed client relationships and drove growth, and be ready to share those stories.
✨Highlight Your Analytical Skills
As an analytical thinker, you should be able to interpret data and turn insights into actionable strategies. Be prepared to discuss how you've used data to drive account growth and improve customer retention in your previous roles.
