At a Glance
- Tasks: Lead the customer journey, ensuring satisfaction and growth for a portfolio of clients.
- Company: Dynamic SaaS business focused on client success and innovative event technology.
- Benefits: Flexible hybrid working, bonus scheme, 25 days holiday, and private medical cover.
- Other info: Join a collaborative team with exciting growth opportunities and a focus on service quality.
- Why this job: Make a real impact in a growing company while shaping the future of customer success.
- Qualifications: Experience in Customer Success or Account Management within a SaaS environment.
The predicted salary is between 50000 - 60000 £ per year.
A Customer Success Manager opportunity has opened up with a growing SaaS business that puts its clients at the heart of everything it does. Could this be the role where you take real ownership of the customer journey and make a measurable difference? If you thrive in a close-knit, fast-moving technology environment, this could be exactly the right next step.
The Role
The Customer Success Manager will take the lead on all aspects of the customer lifecycle, from onboarding and adoption through to retention and growth, across a portfolio of around 20 clients. Day to day, you will act as the key point of contact for accounts, identifying where clients can get more value from the platform, spotting cross-sell opportunities, and resolving escalated issues quickly and effectively. You will work closely with sales, product, and operations teams to ensure the client experience is consistently strong, and you will travel to visit clients periodically throughout the year, including attending some of the events they organise. The Customer Success Manager will also contribute to strategic planning and departmental performance tracking through KPIs including NPS, retention, and expansion revenue.
The Company
This is a well-established, specialist software business operating in the events technology sector, providing SaaS-based registration and event management solutions to a professional client base that includes trade show and exhibition organisers. The team is compact and collaborative, with a genuine focus on service quality and long-term client relationships. The business is at an exciting stage of growth, and the Customer Success Manager stepping into this role will have real scope to shape how the function evolves.
What experience does the Customer Success Manager need?
- Proven experience in a Customer Success or Account Management role within a SaaS, software, or digital agency environment, ideally at SME or scale-up level rather than large enterprise.
- A strong track record of improving client retention and satisfaction, with confidence in data, performance metrics, and reporting to senior stakeholders.
- Hands-on experience with CRM tools (Salesforce and Monday.com experience would be particularly welcome) and a good grasp of SaaS customer lifecycle management.
- Excellent communication and relationship-building skills, with the ability to work across functions and manage multiple priorities in a fast-paced setting.
Benefits Include:
- Hybrid working with flexibility on office attendance.
- Company bonus scheme.
- 25 days holiday buy/sell.
- Private medical.
- Health cashback plan.
- Pension.
- Life assurance.
- EV scheme.
So What's Next?
If you are a Customer Success Manager or experienced Account Manager and would like to learn more, please apply below and I will be in touch with you shortly to discuss the role further.
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