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 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 B2B SaaS roles with strong stakeholder management skills.
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.
Role: Customer Success Manager (Lead-level remit)
Location: Central London
Type: Permanent, full-time (on-site/hybrid)
Salary: £70k DOE
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.
StudySmarter Expert Advice🤫
We think this is how you could land Customer Success Manager
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at Gattaca. 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 Gattaca 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
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 Gattaca:Your cover letter is your chance to shine! Tell us why you want to work at Gattaca 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 Gattaca!
How to prepare for a job interview at Gattaca
✨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.
