At a Glance
- Tasks: Manage customer accounts, drive engagement, and ensure long-term success.
- Company: Dynamic London-based company focused on customer success.
- Benefits: Generous perks including private healthcare, wellbeing allowance, and flexible work options.
- Other info: Join a culture of inclusivity and continuous improvement.
- Why this job: Make a real impact by helping customers achieve their goals and grow.
- Qualifications: 3-5 years in a customer-facing B2B role with strong relationship skills.
The predicted salary is between 45000 - 55000 £ per year.
We are seeking a Customer Success Manager to join our London based Customer Success team. In this customer-facing role, you will own a portfolio of accounts across our subscription products and have responsibility for driving retention, engagement, user growth and long-term customer value. You will combine strong relationship management, commercial awareness and customer success expertise to help customers achieve their objectives while supporting wider business goals. This role is suited to someone who has experience operating across the full customer lifecycle: from proactive onboarding and tailored success planning, through to health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification. You will act as a trusted partner to customers and a strong internal collaborator, sharing insight with Product, Content, Sales, Support and other teams to continuously improve the customer experience.
Key Responsibilities
- Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
- Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
- Build, strengthen and maintain strategic relationships with key users, decision‑makers and commercial stakeholders across customer organisations.
- Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
- Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
- Conduct high‑quality business reviews to measure progress against agreed success outcomes and recommend next steps.
- Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross‑sell, upsell and CSQLs.
- Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
- Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action‑oriented.
- Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.
Skills, Knowledge and Expertise
- 3 – 5 years’ experience in a Customer Success client‑facing B2B role.
- Hands‑on experience working with a dedicated Customer Success platform accurately and proactively to manage workflows, maintain data quality and deliver against KPIs.
- Outstanding relationship‑building skills, with the ability to engage and influence stakeholders at all levels.
- Advanced communication skills, with the ability to deliver training, onboarding, reviews and recommendations clearly and confidently to different audiences.
- Strong customer success expertise, including success planning, onboarding, customer health, retention strategy and advocacy development.
- Advanced analytical and critical thinking skills, with confidence using customer data and success metrics such as health scores, churn, NPS, CSAT, GRR and NRR to inform decisions.
- Strong coordination, planning and organisational skills, with the ability to lead complex work across multiple stakeholders and priorities.
- Commercial awareness and the ability to work effectively with Sales to support customer value conversations and package recommendations.
- Advanced product, customer journey and customer experience understanding, ideally within a subscription, information, SaaS or professional services environment.
- A collaborative, empathetic and growth‑oriented approach, with the confidence to support colleagues, share knowledge and help lead positive change.
What Success Looks Like
Success in this role means delivering measurable impact for customers and the business: strong onboarding outcomes, healthier customer relationships, high‑quality success and engagement planning, disciplined platform usage, early risk identification – all contributing to our retention targets. The successful candidate will help create a positive, customer‑centric culture by mentoring others, sharing insight and continuously improving how we support customers.
Benefits
- Eye care
- Employee Assistance Programme
- A day off for your birthday
- Pension (4% employer contribution and 4% employee contribution) after 3 months
- Life assurance after 4 months
- Cycle to work scheme, season ticket loan, £350 annual wellbeing allowance, puregym access, perks at work platform after probation
- Private healthcare after 1 year of service
- Company socials, access to Employee Affinity Networks, mentoring scheme, volunteering day, mortgage advice, work from anywhere (2 weeks), generous parental leave
We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. ‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’
Customer Success Manager employer: Centellic
Join our dynamic Customer Success team in London, where we prioritise employee growth and a collaborative work culture. With a strong focus on customer-centric values, we offer comprehensive benefits including private healthcare, generous parental leave, and opportunities for professional development. Our commitment to inclusivity and respect ensures that every team member feels valued and empowered to make a meaningful impact.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Centellic. 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 Centellic 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
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 Centellic:Your cover letter is your chance to shine! Tell us why you want to work at Centellic 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 Centellic!
How to prepare for a job interview at Centellic
✨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.
