At Claimlane, we're hiring a Customer Success Manager to make every customer in their book successful with Claimlane so they stay and grow. We fix complex warranty claims and returns processes for top retailers and brands like Swoon, Black Diamond, and Tonies. We value a strong positive attitude, a high sense of ownership, and long-term thinking. Attitude beats talent. We want to build a billion-dollar business, and part of that is building a team with billion-dollar potential. From the day an account goes live, you own understanding what success looks like for that customer, proving Claimlane delivers it, and making sure they feel it in every interaction. Genuine customer success shows up in high retention and in accounts that keep growing with Claimlane, getting more value out of the product over time. You work closely with the Implementation Specialist, who owns technical implementation and configuration work, while you own the relationship end to end, staying close to the customer's goals and making sure Claimlane keeps meeting them. You need real experience building genuine customer relationships and managing a book of business independently, and you're ready to take full ownership from day one. Own the full relationship for a book of UK customer accounts, keeping every one of them happy and growing with Claimlane. Spot churn and downgrade risk early, and act on it before it escalates. Grow your book of business through upsell, cross-sell, and seat growth opportunities. Track the health of every account in your book, assigning a status and risk level to each. Strong commercial instincts, comfortable owning upsell and cross-sell conversations and negotiating commercial terms. Track record of hitting or exceeding gross retention and net revenue retention targets. Skilled at building genuine relationships with customers and understanding what value means to them. Sharp at spotting early churn risk and acting on it before it escalates. Comfortable managing a full book of accounts independently, prioritizing time across many relationships at once. Deep understanding of the UK commercial and retail market. Bonus Points If You Have Experience With A B2B SaaS or software scale-up environment. Retail, e-commerce, or returns and claims management. Running commercial upsell or expansion negotiations with enterprise or mid-market accounts. Customer success or account management tooling, such as a CRM or CS platform. Location and Compensation This role is based in our London office, and this is an in-office role. We have a strong in-office culture and value the energy of being together to build, with flexibility to shape your workday around your lifestyle. Our compensation package is competitive, and we offer an attractive warrants and stock option program. If you're a commercially sharp, ambitious person who wants full ownership of a book of accounts, Claimlane will be the right vehicle for you, and we'd love to welcome you. Don't waste time, apply now! Sending a 60 second video introducing yourself will move you to the top of the stack, though it's not required.
CSM Manager in City of London employer: Claimlane
Claimlane is an exceptional employer, offering a dynamic work culture that prioritises employee growth and collaboration. As the first Customer Success Manager in London, you will have the unique opportunity to shape the UK customer success strategy while enjoying a supportive environment that fosters innovation and professional development. With a focus on meaningful relationships and measurable outcomes, Claimlane provides a rewarding experience for those looking to make a significant impact.
