Customer Success Manager in Newcastle upon Tyne

About Crownpeak

Crownpeak powers global growth for influential brands through Fredhopper, our AI‑driven product discovery engine, and FirstSpirit, our enterprise‑grade content management system. We build tools that simplify complexity, empowering marketers, merchandisers, and content creators to move faster and smarter. Our AI‑driven engine is trusted by 36% of the UK’s Top 25 and 25% of the EU’s Top 50 retailers, while FirstSpirit delivers total flexibility, seamless integration, and enterprise governance for businesses with complex international content demands.

What’s the role?

The Customer Success Manager manages a portfolio of customers within our customer success framework. The role focuses on managing key accounts, ensuring full customer engagement, providing high‑level merchandising and program/project management, and driving renewal and expansion of customer relationships. The CSM serves as a trusted advisor, aligning our solutions to the customer’s strategy and identifying opportunities for growth.

Responsibilities

• Act as the primary point of contact for a portfolio of customers.
• Build and maintain trusted relationships with key stakeholders and executive sponsors.
• Understand customer goals and objectives and align product usage to maximise value.
• Deliver product roadmap updates, introduce new solutions, and gather roadmap input.
• Drive the creation and execution of engagement/success plans and customer scorecards.
• Perform service reviews.
• Ensure consistent communication and alignment with internal teams and customer stakeholders.
• Support best practices for data gathering, measurement, and customer feedback analysis.
• Responsible for renewals within assigned accounts.

Program / Project / Account Management

• Plan and prioritise customer projects in coordination with internal project teams.
• Define approaches to help customers achieve strategic goals and outcomes.
• Coordinate and guide both customer and internal teams effectively.
• Maintain awareness of commercial agreements and budget constraints.
• Provide input and support for billable consulting work as needed, in coordination with Professional Services.

Business Development & Opportunity Identification

• Identify upsell, cross‑sell, and expansion opportunities within the existing customer base.
• Increase market share by driving greater product adoption across departments.
• Understand customer business drivers and strategic priorities.
• Present tailored product demonstrations with support from Professional Services.
• Position Crownpeak as a long‑term strategic partner.
• Support development of business cases and implementation strategies aligned to customer goals.

Who are you?

We don’t believe in ticking boxes. We’re looking for someone with:

Required Skills & Experience

• 2–5+ years in Customer Success, Account Management, or a similar client‑facing role, preferably in a SaaS or technology company.
• Proven ability to manage multiple accounts, projects, and priorities in a fast‑paced environment.
• Strategic thinker with strong analytical, organisational, and problem‑solving skills.
• Experience with CRM/CSM platforms preferred.
• Familiarity with technical concepts and ability to work closely with technical teams.
• Excellent communication, interpersonal, and presentation skills.
• Strong understanding of customer lifecycle and subscription business metrics.

Our Culture & Benefits

We offer competitive salaries, great colleagues and excellent benefits. We strive for success, push to do better, and work with pride and purpose together. Our 350+‑strong team is headquartered in the US with offices in Colorado, London, Newcastle, Paris, Amsterdam, Dortmund, Sofia and Sydney.

EEO Statement

Crownpeak is proud to have a widely diverse team. We are committed to creating an inclusive environment where everyone, whoever they are, feels comfortable to be themselves and each person is valued for their skills, experiences, and unique perspectives. All of our positions are open to people with disabilities and we give them the means and opportunity to express all of their skills.