At a Glance
- Tasks: Onboard clients and ensure their success with our SaaS platform.
- Company: Fast-growing fintech SaaS company with a collaborative culture.
- Benefits: Up to £40,000 salary, private medical, enhanced pension, and 25 days holiday.
- Other info: Enjoy hybrid working and clear progression opportunities in a dynamic environment.
- Why this job: Shape Customer Success practices and build long-term client relationships.
- Qualifications: Experience in SaaS Customer Success and strong communication skills.
The predicted salary is between 36000 - 44000 £ per year.
Location: Birmingham – Hybrid (1–2 days per week in the office)
Salary: Up to £40,000 + commission
Benefits: Private medical, enhanced pension, 25 days holiday + bank holidays, electric car scheme, cycle to work
Our client, a growing SaaS organisation within the fintech space, is hiring a Customer Success Manager to support and expand its rapidly increasing customer base. This role offers the opportunity to play a key part in shaping Customer Success best practice within a scaling business, while building long-term client relationships and driving retention, renewal, and upsell activity.
What you’ll do:
- Onboard new clients and guide them through a successful SaaS adoption journey
- Manage and develop client relationships, ensuring value, ROI, and long-term engagement
- Proactively identify and support at-risk accounts
- Deliver ongoing training and support to users
- Drive renewals, retention, and upsell performance against targets
- Capture customer feedback and testimonials to support product and sales teams
- Maintain accurate activity and pipeline data within the CRM
- Collaborate closely with internal teams to influence product improvements
- Contribute ideas to increase user engagement and platform adoption
You’ll work closely with Customer Success, Sales, Product, and wider business teams to ensure clients receive a consistently high-quality experience.
What we’re looking for:
- Proven experience in SaaS Customer Success or SaaS Account Management (essential)
- Strong client-facing communication skills, including presenting and stakeholder management
- Experience with renewals, upselling, and contract discussions
- Highly organised, with the ability to manage multiple accounts and priorities
- Comfortable working with CRM platforms (HubSpot or similar)
The ideal candidate will bring a client-first mindset, commercial awareness, and a proactive, delivery-focused approach. You’ll enjoy working in a fast-growing, collaborative SaaS environment with genuine scope to progress as the business scales.
Join a rapidly growing SaaS business with clear progression opportunities. Play a hands-on role in shaping Customer Success processes. Hybrid working with flexibility. Competitive benefits package focused on wellbeing and work–life balance.
SaaS Customer Success Manager in Birmingham employer: IMT Resourcing Solutions
IMT Resourcing Solutions is an excellent employer that prioritises employee growth and development, offering opportunities to enhance your tech skills in a supportive and collaborative environment. With a focus on service excellence and a hybrid/remote work model, you will enjoy a flexible work-life balance while being part of a dynamic team dedicated to delivering top-notch IT support in Hereford.
StudySmarter Expert Advice🤫
We think this is how you could land SaaS Customer Success Manager in Birmingham
✨Get to Know the Company Culture
Before jumping into applications, it’s super helpful to understand the vibe at IMT Resourcing Solutions. 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 IMT Resourcing Solutions 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 SaaS Customer Success Manager in Birmingham
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 IMT Resourcing Solutions:Your cover letter is your chance to shine! Tell us why you want to work at IMT Resourcing Solutions 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 IMT Resourcing Solutions!
How to prepare for a job interview at IMT Resourcing Solutions
✨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.
