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- Tasks: Lead customer onboarding, drive engagement, and ensure clients achieve their goals with our platform.
- Company: Fabric empowers marketing teams through expert coaching and data-driven insights for real-world success.
- Benefits: Enjoy a competitive salary, hybrid work, 18.5 days leave, and personal development opportunities.
- Other info: Join a diverse team committed to inclusivity and personal growth; apply with your CV or a video!
- Why this job: Shape customer success at a dynamic company while making a tangible impact on clients' growth.
- Qualifications: 2+ years in customer success or account management, excellent communication, and problem-solving skills required.
The predicted salary is between 24000 - 30000 £ per year.
Customer Success Manager
Job Title: Customer Success Manager
Reporting to: Head of Operations
Salary: £28,000 – £30,000 (depending on experience) plus performance-based bonuses
Location: Sunderland
Type: Full-time, hybrid
About Fabric:
Fabric is where world-class marketing teams are built.
We work with ambitious businesses to elevate their marketing function, combining expert coaching, industry-led education, and deep insight into team capabilities. Through structured learning pathways, custom coaching, and smart use of data, we help marketers grow into strategic, commercially-minded leaders.
This is more than just training. It’s hands-on, high-impact development designed to meet the real challenges teams face and drive measurable growth across the business.
Our clients are ambitious, fast-moving businesses that want more from their marketing function and we help them get there. From onboarding to impact, we focus on making learning work in the real world. No fluff. No theory for theory’s sake. Just the skills, support, and confidence marketers need to thrive.
We’re working with some of the world’s most exciting brands, and we’re just getting started. If you believe great marketing starts with great people, you’ll feel right at home here.
About the Role:
We’re looking for a commercially-minded Customer Success Manager to ensure our clients get exceptional value from Fabric. You’ll be the key link between our customers and our platform, helping onboard new accounts, drive learner engagement, identify expansion opportunities, and deliver measurable outcomes.
This is a hands-on role ideal for someone who’s proactive, people-savvy, and passionate about driving results through customer relationships.
Key Responsibilities:
- Own customer onboarding – Lead a smooth, structured onboarding process that sets each client up for success from day one.
- Align learning to business goals – Tailor pathways, coaching plans, and platform use to each customer’s specific objectives and challenges.
- Build strong relationships – Develop trusted partnerships with key decision makers and individual learners across your accounts.
- Drive ongoing engagement – Run regular check-ins, monitor platform usage, and troubleshoot blockers to keep momentum high and learners on track.
- Track performance and demonstrate value – Create clear, data-led reports that showcase impact and outcomes, reinforcing Fabric’s value.
- Spot and support growth opportunities – Identify upsell and cross-sell opportunities, working closely with Sales to grow accounts.
- Monitor customer health – Proactively identify risks or areas for improvement to maintain retention and satisfaction.
- Advocate for the customer – Represent customer needs internally, collaborating with Product, Content, Coaching, Sales and Marketing to influence roadmap and service delivery.
- Share feedback and insights – Use customer feedback to drive improvements across our platform, learning experience and customer journey.
- Report on success metrics – Track and share key indicators like retention, expansion, churn, NPS, and CSAT to inform decisions and measure success.
What You’ll Bring:
- 2+ years’ experience in customer success or account management, ideally within a B2B SaaS or learning platform environment
- A track record of managing and growing customer accounts, driving both retention and expansion
- Excellent communication skills, with the ability to build strong relationships and influence stakeholders at all levels
- Confident problem-solver who stays calm under pressure and focused on solutions
- Organised and detail-oriented, with the ability to manage multiple priorities in a fast-paced environment
- Comfortable using CRM and customer success tools (HubSpot experience a bonus)
- A genuine passion for helping customers succeed and a drive to deliver exceptional experiences
Benefits & Perks:
- Competitive salary with performance-based bonuses
- 18.5 days annual leave (pro rata from 21 days to reflect our 9-day fortnight), plus up to 4 additional days during our Christmas shutdown.
- Your birthday off, to properly celebrate
- Hybrid working with flexible hours – typically 3 days in the office, the rest your way
- Access to 1:1 coaching in customer success and sales to support your own growth
- Annual CPD budget to invest in your ongoing learning and development
Join Our Team:
This is more than a job, it’s your chance to shape what customer success looks like at one of the most exciting learning platforms in marketing. You’ll have the autonomy to make this role your own, the support to grow quickly, and be part of the journey as we scale globally.
If you\’re passionate about helping customers succeed, love solving problems, and want to make a real impact, we’d love to hear from you.
To apply: Send your CV or a short video to telling us why you’re the perfect fit.
No agencies, please.
We’re an Equal Opportunities Employer:
At Fabric, we’re committed to building an inclusive team that reflects the diverse world we work in. We welcome applications from people of all backgrounds, experiences, and perspectives. If you need any adjustments during the hiring process, just let us know, we’re here to support you.
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Customer Success Manager employer: Fabric
Contact Detail:
Fabric Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager
✨Tip Number 1
Familiarise yourself with Fabric's platform and services. Understanding how they help clients achieve their marketing goals will allow you to speak confidently about the value you can bring as a Customer Success Manager.
✨Tip Number 2
Network with current or former employees of Fabric on platforms like LinkedIn. Engaging in conversations about their experiences can provide valuable insights into the company culture and expectations for the role.
✨Tip Number 3
Prepare to discuss specific examples from your past experience where you've successfully managed customer accounts or driven engagement. Highlighting measurable outcomes will demonstrate your ability to deliver results.
✨Tip Number 4
Showcase your problem-solving skills during any interviews or discussions. Be ready to share how you've tackled challenges in previous roles, as this aligns with the proactive nature of the Customer Success Manager position.
We think you need these skills to ace Customer Success Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience in customer success or account management, especially within a B2B SaaS or learning platform environment. Use keywords from the job description to demonstrate your fit for the role.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for helping customers succeed. Mention specific examples of how you've driven retention and expansion in previous roles, and explain why you're excited about the opportunity at Fabric.
Showcase Communication Skills: In your application, emphasise your excellent communication skills. Provide examples of how you've built strong relationships with clients and influenced stakeholders, as these are key aspects of the Customer Success Manager role.
Highlight Problem-Solving Abilities: Demonstrate your problem-solving skills by including instances where you've successfully navigated challenges in customer success. This will show that you can stay calm under pressure and focus on solutions, which is crucial for this position.
How to prepare for a job interview at Fabric
✨Understand the Company and Its Values
Before your interview, take some time to research Fabric and its mission. Understand their approach to customer success and how they help businesses grow. This will not only show your interest but also help you align your answers with their values.
✨Prepare for Scenario-Based Questions
As a Customer Success Manager, you'll likely face scenario-based questions that assess your problem-solving skills. Think of examples from your past experience where you've successfully onboarded clients or resolved issues, and be ready to discuss these in detail.
✨Showcase Your Communication Skills
Excellent communication is key in this role. During the interview, demonstrate your ability to articulate ideas clearly and build rapport. You might even want to practice explaining complex concepts in simple terms, as this reflects your ability to engage with diverse stakeholders.
✨Highlight Your Data-Driven Approach
Fabric values measurable outcomes, so be prepared to discuss how you've used data to track performance and drive customer success in previous roles. Bring examples of reports or metrics you've created that showcase your impact on customer retention and satisfaction.