At a Glance
- Tasks: Own client relationships, onboard new customers, and drive retention in a fast-paced environment.
- Company: Leading tech business based in Central London with a focus on customer success.
- Benefits: Competitive salary, hybrid work options, and opportunities for professional growth.
- Other info: Join a dynamic team and thrive in a scaling environment with exciting challenges.
- Why this job: Make a real impact by enhancing customer experiences and driving product improvements.
- Qualifications: 3+ years in a client-facing B2B SaaS role with strong technical understanding.
The predicted salary is between 40500 - 49500 £ per year.
A leading technology business is hiring a Customer Success Manager to join their London team. This is a brilliant opportunity for someone who enjoys owning senior client relationships, improving adoption, and solving problems at pace in a scaling environment. You’ll play a key part in onboarding new customers, driving retention and expansion, and acting as the voice of the customer internally, working closely with Product and Engineering.
Key responsibilities will include:
- Owning end-to-end onboarding from handover to go-live, including timelines, training, and success criteria
- Coordinating technical setup activities such as data imports, comms channel provisioning (email/SMS/WhatsApp), and user access
- Validating data quality and configuration pre go-live
- Building and improving scalable CS processes and automation (health monitoring, escalation triage, reporting, onboarding trackers)
- Running regular client check-ins and performance reviews
- Monitoring customer health metrics and producing weekly reporting
- Converting pilot customers into paying accounts and supporting expansion opportunities
- Translating customer feedback into clear product tickets and supporting rollout of new modules/features
- Diagnosing issues (configuration, data quality, user error, product bugs) and escalating with clear context when needed
Key skills and experience needed:
- 3+ years in a client-facing B2B SaaS role (Customer Success, Technical Account Management, Solutions Engineering, or similar)
- Evidence of building and deploying automation/workflows (AI tooling exposure strongly preferred)
- Strong stakeholder management with high-value/enterprise customers and a track record improving adoption/retention
- Comfort with technical concepts such as APIs, integrations, data imports/exports, and webhooks
- Strong diagnostic mindset and ability to communicate technical topics clearly to non-technical users
- Experience working in a fast-moving startup/scale-up environment
Nice to have: Twilio, WhatsApp Business API, email infrastructure; basic SQL/data querying; PropTech/property domain exposure
Customer Success Manager employer: Gattaca
Join a leading technology business in Central London as a Customer Success Manager, where you'll thrive in a dynamic and innovative environment. With a strong focus on employee growth, the company offers excellent training opportunities and a collaborative work culture that values your input and fosters professional development. Enjoy the unique advantage of working in a vibrant city, surrounded by like-minded professionals, while making a meaningful impact on customer success and satisfaction.
