At a Glance
- Tasks: Onboard customers, drive product adoption, and enhance user experience.
- Company: Fast-growing data and software business with a global reach.
- Benefits: £60k base salary, 20% OTE, stock options, and hybrid working.
- Other info: Collaborative culture with strong internal progression and feedback.
- Why this job: Join a dynamic team and make a real impact on customer success.
- Qualifications: 12-36 months in customer success or account management, preferably in B2B SaaS.
The predicted salary is between 35000 - 80000 £ per year.
We are working exclusively with our client to find a
Customer Success Manager.
About
Our client is a fast-growing data, software and analytics business helping organisations operating in complex global markets make better commercial decisions.
Founded by industry specialists, the company has developed from a specialist research provider into a trusted intelligence platform used by hundreds of organisations worldwide.
Following significant year-on-year growth and substantial institutional investment, the business is continuing to expand internationally and invest in its post-sales organisation.
It is now hiring a Customer Success Manager to onboard customers, increase platform usage and ensure users consistently receive value from its products.
The Customer Success Manager will work closely with Account Executives and Account Managers throughout the customer journey.
Customer Success will focus on activation, adoption and the day-to-day user experience, while identifying potential cross-sell and upsell opportunities for the commercial team.
Key Highlights
- Established software and data business delivering strong year-on-year recurring revenue growth.
- Backed by significant institutional investment to support continued international expansion.
- Trusted by hundreds of organisations operating across complex and fast-changing global markets.
- Strong and improving customer retention, supported by an established base of recurring expansion revenue.
- Join a dedicated post-sales organisation with clearly defined Account Management and Customer Success responsibilities.
- Take ownership of customer onboarding, activation, product adoption and ongoing engagement.
- Work directly with users across analytical, strategic, investment and commercial teams.
- Use customer data to monitor active users, platform engagement, feature usage, event attendance and overall account health.
- Support customers with subscriptions typically worth approximately £35k to £80k annually.
- Partner with Account Executives and Account Managers to identify and support cross-sell and upsell opportunities.
- Performance measured against a team Gross Revenue Retention target of 90%.
- Help build more scalable onboarding, training and customer-engagement processes.
- Strong internal progression within a transparent, collaborative and high-feedback culture.
Role
- Own customer onboarding and activation, using discovery to understand objectives, workflows and relevant use cases.
- Deliver tailored product tours, training and practical guidance that help users achieve value from the platform.
- Act as the primary day-to-day contact for users, building strong relationships and resolving customer issues.
- Drive adoption by engaging inactive users, introducing relevant functionality and coordinating internal experts or educational content.
- Monitor customer health through active users, forecasts created, product coverage and wider engagement data.
- Use Vitaly, Hub Spot and Full Story to identify adoption risks, improve engagement and prepare accounts for renewal.
- Partner with Account Executives and Account Managers to identify customer needs, flag cross-sell and upsell opportunities, and support account expansion.
- Share customer usage, feedback and potential use cases with Sales, Product and the wider post-sales team.
- Help create scalable onboarding, training, health-scoring and customer-engagement processes as the function develops.
Requirements
- Approximately 12 to 36 months of experience in customer success, account management or another customer-facing role.
- Experience within a B2B Saa S, data, software or subscription business is strongly preferred.
- Comfortable onboarding customers, delivering training and supporting the adoption of a technical product.
- Strong discovery skills, with the curiosity to understand customer objectives, workflows and potential use cases.
- Data-led and commercially aware, with the ability to identify risks and expansion opportunities from customer signals.
- Confident collaborating with Account Executives and Account Managers to support cross-sell, upsell and renewals.
- Bright, personable and credible, with strong written and verbal communication skills.
- Highly organised, proactive and able to manage multiple customers and priorities independently.
- Comfortable within a fast-moving startup or scale-up where processes and responsibilities continue to evolve.
- Low ego, receptive to direct feedback and motivated by learning and progression.
- Interest in energy, financial markets, or data would be valuable but is not essential.
- Positive and practical in using AI to improve productivity and the customer experience.
Benefits
- Stock options.
- Hybrid working from the London office three days per week.
- 25 days’ paid annual leave plus five flexidays.
- Private healthcare and dental cover for you, your partner and your children.
- Pension.
Customer Success Manager (£60k base + 20% OTE) in City of London employer: Cosmic Partners
Our client is an exceptional employer, offering a dynamic work environment that fosters growth and innovation in the fast-paced data and software industry. With a strong focus on employee development, the company provides ample opportunities for career progression within a collaborative culture, supported by significant institutional investment for international expansion. Employees enjoy competitive benefits, including hybrid working arrangements, generous leave policies, and comprehensive healthcare coverage, making it an attractive place for those seeking meaningful and rewarding employment.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager (£60k base + 20% OTE) in City of London
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Cosmic Partners. 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 Cosmic Partners 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 (£60k base + 20% OTE) in City of London
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 Cosmic Partners:Your cover letter is your chance to shine! Tell us why you want to work at Cosmic Partners 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 Cosmic Partners!
How to prepare for a job interview at Cosmic Partners
✨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.
