At a Glance
- Tasks: Build strong relationships with customers and guide them to maximise their use of our platform.
- Company: Join a dynamic scale-up company focused on customer success and innovation.
- Benefits: Competitive salary, inclusive culture, and opportunities for professional growth.
- Other info: Diverse and inclusive workplace where your unique perspective is valued.
- Why this job: Make a real impact by helping customers achieve their goals with our cutting-edge solutions.
- Qualifications: Experience in SaaS customer success and strong communication skills are essential.
The predicted salary is between 51750 - 63250 £ per year.
Salary range: up to £65k
Reporting to: Customer Success Manager & Team Lead
Key stakeholders: Professional Services, Solution Consultants, Support, Tech and Product teams
Organisational Framework Level: 3 – Professional Specialist
As a Customer Success Manager, you will be the trusted partner for our customers, ensuring their experience with Clue is not only positive but transformative. By building lasting relationships with stakeholders at all levels, you will guide organisations on a journey to unlock the full enterprise-wide value of Clue - helping them embed its use across teams, functions, and workflows. Your role is pivotal in driving adoption, surfacing strategic opportunities, and enabling customers to realise measurable impact from their investment in Clue. You will work closely with customers to ensure they are confident in using our product, thereby maximising its value and impact for their organisation. Additionally, you will create and execute customer success plans that focus on customers’ long‑term goals and strategic outcomes and help shape and improve internal processes to ensure the best possible customer journey for your customers.
The ideal Customer Success Manager sits at the intersection of three core strengths: domain expertise, proven SaaS Customer Success experience, and the mindset of a trusted advisor. You not only understand the industry landscape but also bring a track record of driving customer outcomes through proactive engagement and strategic guidance. You are naturally curious, solution-oriented, and relentless in removing barriers to success - someone who gets things done while building lasting, value‑driven relationships.
What do we mean by domain expertise? Our highly configurable platform is built to support a wide range of investigative and intelligence use cases across sectors. Candidates with experience in investigations, intelligence management, or related fields - whether in the public sector (e.g., law enforcement, intelligence, regulatory bodies) or private sector (e.g., corporate investigations, compliance, risk) will be well‑positioned to guide customers in applying the system effectively. This background helps build trust with users, foster a deeper understanding of their operational needs, and enables more tailored, proactive support. Ultimately, it helps ensure customers continue to realise meaningful, recurring impact from our platform over time.
Key Accountabilities
- Customer Relationships: Build strategic, trusted‑advisor relationships across key customer stakeholders, understanding their objectives, challenges and measures of success to drive long‑term value.
- Customer Health: Monitor customer health using engagement, adoption, support, and commercial indicators. Proactively identify risks and opportunities and work cross‑functionally to improve customer outcomes.
- Renewals: Lead renewal strategies across your customer portfolio, delivering strong retention outcomes while identifying opportunities to expand customer value through additional products, services, and use cases.
- Risk Mitigation: Proactively identify commercial, operational, and engagement risks that may impact customer retention. Develop and execute recovery plans in partnership with cross‑functional teams to improve customer outcomes and reduce churn risk.
- Product Knowledge: Applying strong product knowledge to support customers throughout their Clue journey, driving faster adoption and greater value realisation.
- Enterprise and Strategic Account Plans: Work collaboratively with the BD, Sales, Solutions Consultancy and Professional Service teams to support long term growth and success opportunities.
- Identify Expansion Opportunities: Identify opportunities for growth and expansion with your customer accounts and follow the process to capture them in Salesforce so they can be tracked and triaged in pre‑pipeline.
- Community: Champion the one‑to‑many benefits the community enables. Participate in customer communities online, and in person to share industry best practice and Clue usage approaches.
- Customer Advocacy: Within your portfolio of customers, identify Clue advocates and foster a culture of networking and collaboration. Work with the Marketing team to identify case studies, testimonials and opportunities to demonstrate impact.
- Internal Relationships: Build and maintain internal relationships across functions to ensure the best possible customer experience and be the voice of the customer internally.
- Knowledge Sharing: Share knowledge and lessons learned across teams and participate in creating content and industry news with the whole business.
- Continuous Improvement: Contribute to the continuous improvement of the customer success playbook, collateral and processes using tools to enhance efficiency and effectiveness.
- Customer voice: Act as the primary advocate for customers internally, communicating customer insights, challenges and opportunities to influence product strategy, service improvements, and business decisions.
- Data Management: Ensure all systems and data are updated to provide an accurate history and current health for your customers.
Key role measures
- Net Revenue Retention (NRR): Track and enhance net revenue retention from existing customers.
- Gross Revenue Retention (GRR): Monitor and increase gross revenue retention.
- Customer Satisfaction: Using our health assessment tool, built around 5 pillars (connection, engagement, financial, measurable and product) to measure and improve customer health.
- Product utilisation (RAG): Track and improve product adoption.
- Expansion: Identify and co‑ordinate expansion opportunities for ARR and Services Revenue growth.
- Customer advocacy: encourage community engagement and advocacy.
- Continuous Improvement: Strive for process improvements and adoption of best practices within the Customer Success function.
Experience and skills
Our ideal candidate would have experience in the following areas:
- A strong track record as a CSM working with a range of customers within a B2B SaaS environment.
- Demonstrated success managing a portfolio of customers and driving retention, adoption, customer satisfaction and commercial growth.
- Experience of working with public sector customers would be advantageous.
- Experience working within a high‑growth or scale‑up SaaS environment, where processes continue to evolve and mature.
- Demonstrable experience of being able to develop and maintain deep product knowledge in order to build value for our customers.
- Skilled in managing contract renewals and confident in having commercial conversations to ensure the best deal for Clue and the customer.
- Solid experience delivering customer‑facing presentations, training sessions, and demos, with a willingness to host community activities (online and in‑person).
- Excellent communication skills, with an ability to position updates & decisions to a non‑technical (and technical) audience using Microsoft products such as PowerPoint.
- Broad knowledge of enterprise IT systems and application components, ideally in cloud‑based environments.
- Results‑focused and customer‑obsessed, wants to deliver to high customer satisfaction.
- Strong problem‑solving skills with the ability to take ownership, navigate ambiguity and drive issues through to resolution.
- Able to work independently and manage a variety of tasks simultaneously.
Diversity, Equity and Inclusion
If you’re excited about this role but your experience doesn’t align perfectly, we encourage you to apply anyway and tell us more about yourself. You may be just the right candidate for this or other roles. We believe that seeing the world from all sorts of angles makes life better for all. We want you to know that the things that make you an individual, like your identity, age, ethnicity, religion, ability and background, are things that we choose to celebrate and support. We are a scale‑up company, and as we continue to grow, we are passionate that having a diverse, inclusive and authentic workplace will remain at our core. We are creating an inclusive environment where our people can thrive. Our values are aligned and at the heart of everything we do. We are respectful, united, rigorous, relentless and ethical.
Customer Success Manager Customer Success · Bristol · employer: Clue Computing Co.
Clue Computing Co. is an excellent employer that fosters a collaborative and innovative work culture, particularly for the GRC & Security Assurance Analyst role. With a focus on employee growth and development, the company offers opportunities to work closely with senior leadership and engage in meaningful projects across UK public sector accounts. The hybrid working model from the Bristol office provides flexibility while ensuring a supportive environment for professional advancement.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager Customer Success · Bristol ·
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Clue Computing Co.. 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 Clue Computing Co. 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 Customer Success · Bristol ·
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 Clue Computing Co.:Your cover letter is your chance to shine! Tell us why you want to work at Clue Computing Co. 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 Clue Computing Co.!
How to prepare for a job interview at Clue Computing Co.
✨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.
