At a Glance
- Tasks: Manage client accounts, build relationships, and drive customer success in a dynamic SaaS environment.
- Company: Join a market-leading organisation with a strong reputation and innovative SaaS solutions.
- Benefits: Competitive salary, flexible hours, private health insurance, and generous annual leave.
- Other info: Enjoy a supportive team culture with opportunities for professional growth.
- Why this job: Make a real impact by helping clients succeed and grow their businesses.
- Qualifications: 3+ years in Customer Success or similar roles, strong relationship management skills.
The predicted salary is between 30000 - 42000 £ per year.
An opportunity has arisen for an experienced Customer Success Manager to join an established, market-leading organisation that is continuing its evolution into a modern SaaS and insight-led business. This isn't a customer service position and it isn't a traditional Account Management role. You'll take ownership of an established portfolio of existing clients, building strategic relationships, protecting recurring revenue and identifying opportunities to grow accounts through a consultative approach.
The business has built an outstanding reputation over several decades and works with some of the UK's best-known employers. Their platform combines SaaS technology, employee insight and consultancy to help organisations improve engagement, retention and performance. The organisation is looking for an experienced Customer Success professional who can hit the ground running after a structured induction, bring commercial maturity and confidently manage senior stakeholder relationships from day one. This is a fantastic opportunity to join a close-knit, high-performing team where you'll have genuine autonomy, flexibility and the opportunity to make a measurable commercial impact.
The Role
You'll be responsible for managing a portfolio of existing customers, ensuring they continue to see value from the platform whilst protecting annual recurring revenue and identifying opportunities to increase account value.
Responsibilities
- Customer Success & Relationship Management
- Manage a portfolio of existing client accounts across a range of sectors
- Build trusted relationships with senior stakeholders including HR Directors, Chief People Officers and executive teams
- Develop strategic account plans focused on retention, engagement and long-term growth
- Lead regular business reviews and customer success meetings
- Become a trusted advisor, understanding each client's commercial objectives
- Own the renewals process across your account portfolio
- Protect Annual Recurring Revenue through proactive account management
- Identify churn risks early using customer health data and engagement metrics
- Create retention strategies that improve customer satisfaction and long-term loyalty
- Drive improvements in Net Promoter Scores and overall client health
- Commercial Growth
- Identify opportunities to cross-sell and upsell additional products and consultancy services
- Demonstrate platform features and new products where appropriate
- Deliver webinars and virtual customer workshops that increase product adoption and value perception
- Work consultatively to recommend the right solutions based on customer needs rather than transactional selling
- Data & Commercial Insight
- Analyse customer health scores and multiple data sources to identify opportunities and risks
- Produce meaningful account insights using CRM reporting and Microsoft Excel
- Maintain accurate forecasting, pipeline management and customer records within HubSpot
- Use commercial data to prioritise activity across your portfolio
- Cross Functional Collaboration
- Work closely with Sales, Product, Marketing and Client Experience teams
- Share customer insight to influence future product development and communication strategies
- Support continuous improvement across the customer journey
About You
We're looking for someone who enjoys ownership, thinks commercially and can confidently manage strategic customer relationships without needing constant direction. You'll be naturally curious, comfortable analysing data and confident having commercial conversations with senior stakeholders. Most importantly, you'll be someone who takes responsibility, uses your own initiative and enjoys working autonomously within a supportive environment.
Requirements
- At least three years' experience within Customer Success, Client Success, Account Management or a similar commercial role
- Experience managing recurring revenue, renewals and customer retention
- Strong commercial awareness with a proven track record of growing existing accounts
- Experience working within SaaS, technology or subscription-based businesses would be advantageous
- Excellent relationship management skills with experience engaging senior stakeholders
- Strong analytical ability and confidence interpreting customer data
- Advanced Microsoft Excel skills, including formulas and data analysis
- Experience using HubSpot, Salesforce or another CRM platform
- Excellent presentation and communication skills
- Self-motivated, organised and able to work autonomously
What We're Looking For
This role would particularly suit someone currently working as a:
- Customer Success Manager
- Senior Customer Success Manager
- Client Success Manager
- Strategic Account Manager
- Account Manager
- Client Partner
- Customer Growth Manager
We're not looking for highly transactional sales professionals. Success in this role comes from building trusted relationships, understanding customer needs and delivering long-term commercial value.
Location & Hours
Location: Wrexham (approximately 15-20 minutes from Chester)
Hybrid Working: 3 days per week in the office (typically Monday, Tuesday and Thursday)
Hours: Flexible 37.5-hour week with core hours between 9:30am and 3:30pm
Typical working patterns include:
- 8:00am to 4:00pm
- 8:00am to 4:30pm
- 9:00am to 5:00pm
Travel to customer sites is minimal, with the majority of meetings and workshops delivered virtually.
£30,000 - £42,000, some flexibility for a more senior candidate
On-site chef providing restaurant-quality lunches
25-30 days annual leave depending on length of service
Sports and fitness allowance
Private Health Insurance after three months
Pension with 5% employer contribution after three months
Customer Success Manager - SaaS in Chester employer: Caramel Talent
Caramel Talent is an excellent employer, offering a dynamic work culture that fosters innovation and collaboration in the heart of London or Manchester. Employees benefit from a supportive environment that encourages professional growth through hands-on experience with cutting-edge AI technologies, alongside opportunities to work closely with senior leadership on impactful projects. With a focus on work-life balance and a commitment to employee well-being, Caramel Talent stands out as a rewarding place for those looking to make a meaningful impact in the agency landscape.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager - SaaS in Chester
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Caramel Talent. Check out their social media, read reviews on sites like Glassdoor, and see how they engage with customers. It'll give you clues on their values and help tailor your conversation during interviews.
✨Join Customer Support Communities
Dive into online communities like those on Reddit or LinkedIn where customer support pros hang out. Participating in discussions or asking questions can make you more visible to potential recruiters and help you learn about job openings at companies like Caramel Talent before they even post them.
✨Attend Job Fairs or Networking Events
Look out for local job fairs or events specifically for customer support roles. This is your chance to meet hiring managers face-to-face, and you might even get the opportunity to interview on the spot!
✨Show Off Your Skills with Customer Interactions
In the customer support world, showcasing your communication skills is key. Consider creating a short video introducing yourself or even doing a mock call to showcase your abilities. It's a memorable way to stand out, especially if you can share this during your interview process!
We think you need these skills to ace Customer Success Manager - SaaS in Chester
Some tips for your application 🫡
Show Off Your Communication Skills:In customer support, clear communication is key. Make sure your CV highlights any experience you've had in customer-facing roles and your ability to resolve issues. Don't shy away from including specific examples of how you've gone above and beyond to help customers – this really shows your potential in the role.
Tailor Your Cover Letter to Caramel Talent:Your cover letter is your chance to shine! Tell us why you want to work at Caramel Talent specifically. Mention any unique aspects of our company that resonate with you and how your skills can enhance our customer support. This personal touch will set your application apart from the rest!
Highlight Any Relevant Tools or Tech Skills:If you've used customer support software like Zendesk or Freshdesk or have experience with CRM systems, make sure to mention these in your application. Being familiar with industry-standard tools can be a big plus for us when we’re reviewing applications, as it shows you can hit the ground running!
Demonstrate Your Problem-Solving Skills:Customer support roles often require a knack for problem-solving. In your application, share examples of past experiences where you've tackled tough situations or resolved conflicts effectively. This will give us a good sense of how you handle challenges—an essential skill for success at Caramel Talent!
How to prepare for a job interview at Caramel Talent
✨Show Off Your People Skills
In customer support, it's all about communicating effectively. Prepare to share instances from your past experiences where you handled difficult customers or resolved conflicts. We want to hear how you empathised and found the best solutions, so think of specific examples to back up your stories!
✨Know the Tools of the Trade
Familiarise yourself with common customer support tools like Zendesk or Freshdesk, and make sure to review how you’ve used any similar systems in the past. During the interview, being able to discuss your hands-on experience with software or ticketing systems can really set you apart from the competition, so don’t skip this prep!
✨Show Genuine Enthusiasm
As this is a full-time role, employers want someone who isn’t just looking for any job, but wants to grow within customer support. Make sure to express your enthusiasm for helping customers and your desire to develop your skills. Show them why you're passionate about this field!
✨Practice Common Scenarios
Be prepared for role-playing scenarios where you might have to reassess a solution with a frustrated customer or explain a complex process in simple terms. Practising these common scenarios can help us feel more confident and demonstrate our practical skills effectively during the interview.
