Customer Success Manager Supplier Services in Newcastle upon Tyne

At Hubexo, we provide data, insights and software that help the construction market make better decisions, win more work, build efficiently and sustainably. We support customers across the sector through intelligent platforms, trusted market insight and specialist expertise. We are building a business where people can make a real impact, grow in a specialist market and build a sustainable future with us.

Salary: basic salary + commission
Realistic OTE: £52,000
Hours: Monday to Friday, 09:00–17:00
Working pattern: Hybrid, 3 days in the office and 2 days from home

The Role: As a Customer Success Manager within our Supplier product suite, you will help manufacturers and suppliers get real value from NBS products that support product visibility, specification influence and better construction decision-making. This is not a passive support role. You will own a portfolio of existing customers, drive adoption, protect renewals and spot growth opportunities across a busy account base. You will work with customers who want their products to be found, understood and considered by construction professionals. Your role is to help them make better use of their subscription, improve how they present product information, and see clear value from the platform. This role will suit someone who enjoys pace, customer contact and commercial ownership. You will spend much of your time on the phone, on video and in product conversations, helping customers understand performance, solve problems and make better use of what they already have.

This is what you’ll be doing:

• You will own a portfolio of existing Supplier customers and build strong relationships with users and decision-makers.
• You will run regular phone and video conversations to understand customer goals, usage, challenges and renewal risk.
• You will help manufacturers and suppliers embed NBS products into their sales, marketing and product visibility activity.
• You will guide customers on how to improve product information, increase engagement and get stronger value from their subscription.
• You will deliver focused online demonstrations and training, making sure customers know what to do next.
• You will monitor usage, engagement and satisfaction, then act early when accounts need support.
• You will create simple account plans with clear actions, timelines and customer outcomes.
• You will lead value-led conversations around renewals, retention and growth opportunities.
• You will identify upsell and cross-sell opportunities where our wider product suite can support the customer.
• You will keep Salesforce accurate, so activity, risks, renewals and opportunities are visible.
• You will work with Sales, Product, Marketing, Content, Finance and Customer Support to improve the customer experience.

About You: You may already work in customer success, account management, retention, inside sales or a similar customer-facing role. You enjoy regular customer contact and feel confident speaking by phone and video. You like a role where results are visible. Renewals, engagement, usage and commercial outcomes matter to you. You can guide a customer through a product conversation without overcomplicating it. You are organised, resilient and comfortable managing a busy portfolio. You understand how SaaS, subscription, product visibility, marketing platforms or data-led services work. You are commercially aware. You can spot growth opportunities without sounding pushy or transactional. You use CRM notes, usage data and customer insight to decide where to focus next.

Experience with construction product manufacturers, building products, SaaS, digital marketing, product information or specification would help, but it is not essential. Curiosity matters more. Most importantly, you understand that customer success is not only about being helpful. It is about helping customers see value, take action and stay engaged. You live our values: you dream big, thrive together with your team, own your results and do the right thing for customers.

Why Hubexo: You will get clear targets, real customer ownership, realistic earning potential and the chance to grow in a specialist market. You will also receive a strong benefits package, including hybrid working, 25 days’ annual leave plus bank holidays, holiday buy/sell, strong pension provision, life assurance, discounted private medical insurance, EAP, 24/7 remote GP access, paid volunteering days, birthday leave, Christmas leave, professional development support, eye care support, travel support, cycle to work and access to our onsite gym. We’re not here to coast - we’re here to challenge, grow, and build better. For our people and for our customers. That means we’ll expect a lot from you: ownership, precision, and a drive to lead by example. In return, you’ll get the space to dream big, take smart risks, and be seen, heard, and valued.