Customer Success Manager

About Cimple
Cimple is a London-based public sector procurement platform redesigning how buyers and suppliers connect. Procurement is one of the most important and most overlooked systems in the economy. Today it is slow, fragmented and high-friction, structurally favouring large incumbents and making it disproportionately difficult for SMEs to compete. Cimple exists to change that. We provide a consistent, modern interface that automates supplier discovery, bidding, compliance, evaluation and contract management, reducing the cost of participation and opening public markets to more suppliers.

In practice, Cimple does the work of a ten-person bid team for SMEs and stretches the capacity of resource-constrained public sector buyers. By structuring procurement data at source and automating how demand meets supply, we are building foundational digital infrastructure for a more open, dynamic and productive economy. We are a small, highly committed team based in London, working in a flexible hybrid way. We care deeply about the problem we are solving and about the people who use our platform, including overstretched public sector teams and time-poor suppliers. Quality, clarity and usability are non-negotiable. We work hard, move thoughtfully, and hold a high bar for what we build, while keeping compassion for users at the core of our decisions. We are ambitious by default and believe we can make Cimple a global business, so the baseline expectation is that every new joiner raises what the team is capable of.

The Role
The Customer Success Manager will own the day-to-day relationship, delivery, and success of Cimple's public sector customers. You'll be the person our customers turn to throughout their engagement with Cimple and be the one supporting them getting the most out of Cimple. It will range from first point of contact to in-depth account management during the lifetime of their contract. You will help handle their queries owning the relationship and delivery of their service ensuring the value we promised at the start keeps showing up in how they and their team actually use Cimple.

You will be the first touchpoint for many customers and wider users managing inbound queries, engagement and onboarding of our customers. You will help them understand the value Cimple delivers and how to get the most from it. Internally, you will be the voice of the customer helping to best represent them across our operations. In particular, you will measure and report on our customer performance outlining where we can continuously improve as a business. You won't be doing this in isolation. You'll work closely with our product, technical, strategy and research teams, so that what you're hearing from customers genuinely shapes what we build next in our Product Roadmap.

Key Responsibilities

• Customer & Account Ownership
  Act as the day-to-day point of contact and trusted partner for Cimple's customers and maintain strong relationships with customers' stakeholders. Run regular reviews and check-ins to track progress, surface risks, and keep the relationship aligned to shared goals. Manage escalations calmly and effectively, resolving issues before they affect the relationship. Lead engagement with suppliers that are part of our Supplier Partnership Programme. Own outbound engagement with our customers whether that is communicating to them about general updates from Cimple, to specific customer reports. Own inbound engagement across our channels to support customers in resolving any queries, challenges or issues that they may have. Translate customer needs and priorities into clear requirements for Cimple's product, technical, strategy, and research teams.
• Customer Onboarding & Success
  Input into the sales and bid lifecycle to be that earliest touchpoint with customers. Lead the onboarding and implementation with specific public sector buyer customers helping them to roll-out Cimple against our standard implementation processes. Build and improve the processes, templates, and playbooks Cimple uses to onboard and support its customers. Establish repeatable customer success practices, such as health tracking, adoption monitoring, and proactive support, as Cimple's portfolio of customers grows. Identify opportunities to help customers get more value from Cimple's platform.
• Cross-functional Partnership
  Work directly with Cimple's product, technical, strategy, and research teams to shape and deliver what our customers need. Represent the customer's perspective within Cimple, ensuring their priorities and constraints inform product and delivery decisions. Feed learnings from your customers back into the wider business to improve how Cimple serves all of its users.
• Commercial & Contract Health
  Keep a close eye on delivery timings and budgets, flagging risks to scope, cost, or margin. Supporting the Growth Lead and CEO with budgetary and customer decision making. Contribute to renewal, expansion, and contract-term conversations for your account(s), alongside sales and leadership.

About You
You will bring 2-4 years of customer success, account management or delivery experience, and you're excited to join a small, close-knit, high-performing team and help drive the company forward. You are ambitious and will need to be a self-starter, comfortable in positions of high ambiguity, someone who thrives with autonomy and is happy to work in a sometimes flat and unstructured environment. You will be someone who can care deeply about our customers, the challenges they face and how we can deliver the best solution and service to them.

You are someone who can hold a complex customer relationship and a complex delivery plan in your head at the same time, and who takes pride in getting both right. You will likely bring:

• Experience implementing, planning and onboarding new customers, ideally including building or improving customer success processes.
• Experience in technical account management, customer delivery, or project management for digital platforms or technology products.
• Experience of working on complex projects, contracts and accounts, ideally within the public sector (but not essential).
• Comfort working directly with our technical, product, and strategy teams to translate customer needs into delivered outcomes.
• Excellent relationship-building and communication skills, with the judgement to support managing senior stakeholders and difficult conversations.
• Strong organisational skills and the discipline to track scope and progress across multiple work-streams.
• Sound judgement and comfort working in ambiguity, improving processes as you go and taking care in your work.
• Motivation to be the person an important customer can always rely on to deliver.
• Very high attention to detail and focus on quality so that your work represents you and the company at a very high standard.
• Experience working in public sector procurement is preferable but not necessary for this role.

Why Join Cimple
Own and shape how Cimple delivers for some of its most important public sector customers. Work directly on live, high-stakes technical programmes for the UK public sector. Work on a foundational system that shapes how public money flows and how markets function. Join a small, high-calibre team that cares deeply about quality and users. Benefit from hybrid, flexible working with a London base. Enjoy high autonomy and the opportunity to shape a role and function as the company grows. Salary range - £32-45K (depending on experience). Equity & share options available. We offer an enhanced pension program, beyond the workplace pension. You can opt into private healthcare. Work with us in the 'WorkingFrom' office at 'The Hoxton' in Southwark. As office members we get Hoxton group perks, breakfast, daily snacks and coffee in the office.