Customer Success Manager in Manchester

Interact provides enterprise‑grade intranet software that connects over three million employees to leading global names such as Levi’s, Domino’s, Teva Pharmaceuticals, and Technicolor. Our team of customer‑focused problem solvers is passionate about helping organizations communicate better. We continuously improve every service and product we offer. With offices in Manchester, New York, Dubai, Tulsa, and Warsaw, we operate across North America, EMEA, and Australia. At Interact we treat everyone with respect and honesty. Whether you’re a developer fresh out of college or a seasoned salesperson, we live the motto that we uphold for our customers: our people are our most valuable assets.

The Customer Success Manager ensures our mid‑market customers understand the Interact platform and find value in our solution. They work throughout the customer lifecycle to identify goals and needs, align solutions, and achieve impactful outcomes. The customer loyalty earned is critical for exceptional outcomes, high retention, and business growth.

Responsibilities

• Build meaningful and trusting relationships across a wide variety of mid‑market and SMB organizations.
• Own and manage the planning and execution of all customer activity and interactions from onboarding through offboarding.
• Apply a strategic approach to customer base segmentation to manage and prioritise a varied customer base.
• Plan and engage in strategic interactions with customers where they realise value and where we gain insight to future opportunity.
• Maintain alignment on outcomes, value‑measurement, change management, and adoption strategy.
• Analyse and respond to customer health data, identify churn risk, and work toward solutions to reduce risk.
• Identify customer issues and needs and work in partnership with internal teams to provide solutions.
• Identify, qualify and drive upsell and expansion opportunities to meet targets.
• Maintain a deep understanding of the product and convey the most relevant features/functionality to customers’ specific businesses.
• Act as the customer advocate and translate usage and feedback into actionable insights for better service.
• Maintain accurate and timely data and context for all accounts, enabling billing, forecasting, and informed decision‑making.
• Build out and maintain the Customer Success platform, liaise with suppliers, and raise tickets when needed.

Qualifications

• Bachelor’s degree or relevant experience.
• Demonstrated experience retaining and growing customers in a Customer Success role (SaaS experience preferred).
• Experience in project management, influencing and aligning internal stakeholders to achieve customer outcomes.
• Advanced knowledge of Customer Success concepts, processes, and techniques, including escalation, retention strategies, and opportunity identification.
• Knowledge of customer success systems.
• Advanced knowledge/ use of MS365 tools.
• Assertively influence customers and internal stakeholders to create the best outcome for Interact and the customer.
• Engage, teach, tailor to your audience, and take control in individual and group conversations.
• Articulate customer‑specific commercial insights to increase adoption of core and extended solution functionality.
• Ask smart questions and listen well, uncovering both literal answers and underlying motivations, ambitions, and fears.
• Be a natural storyteller with the ability to engage audiences at all organizational levels.
• Communicate verbally and in all written channels in a clear, concise, and professional manner tailored to the audience.
• Maintain disciplined accuracy in data and context for all accounts, enabling timely forecasting and crisp decision‑making.

Seniority Level: Entry level

Employment Type: Full‑time

Job Function: Other

Industries: Software Development