At a Glance
- Tasks: Drive customer success and retention while guiding clients to achieve their goals.
- Company: Dynamic global company committed to diversity and inclusion.
- Benefits: Competitive salary, flexible working, and opportunities for professional growth.
- Other info: Join a collaborative team focused on continuous improvement and innovation.
- Why this job: Make a real impact by helping customers succeed and thrive.
- Qualifications: Experience in customer success or account management with strong communication skills.
The predicted salary is between 40000 - 50000 £ per year.
The Customer Success Manager (CSM) is accountable for driving measurable customer outcomes, retention, and long‑term value across a defined portfolio of customers. This role goes beyond relationship management or issue resolution; the CSM guides customers to adopt the right capabilities, changes behaviour where needed, and clearly demonstrates value over time. The CSM acts as the orchestrator of the customer experience, working across Product, Support, Professional Services, and Sales to ensure customers achieve success that is visible, provable, and repeatable.
Key Responsibilities
- Customer Outcomes & Value
- Own the overall success of customers in your portfolio
- Establish clear success goals aligned to the customer’s business objectives
- Translate Klipboard capabilities into practical, outcome‑led use cases
- Regularly validate and articulate value achieved (time saved, risk reduced, performance improved)
- Proactive Risk & Lifecycle Management
- Monitor customer health, sentiment, and product adoption signals
- Proactively identify customers at risk and lead recovery plans
- Take ownership of escalations and coordinate swift, effective resolution
- Ensure smooth transitions from onboarding to business as usual
- Adoption & Engagement
- Drive meaningful adoption of core and high‑value product capabilities
- Influence customer behaviour to align with best practice usage
- Encourage self‑sufficiency while remaining a trusted strategic partner
- Lead structured service reviews focused on outcomes, not activity
- Internal Alignment & Advocacy
- Act as the voice of the customer internally, grounded in evidence, not anecdote
- Collaborate with Support, Product, and Delivery teams to resolve systemic issues
- Feed actionable insights into product roadmap and service improvements
- Contribute to the continuous improvement of Customer Success ways of working
- Commercial Impact
- Support retention, renewal, and expansion through value‑led engagement
- Identify advocacy opportunities including references, case studies, and testimonials
- Work closely with Sales and Renewals teams to ensure a joined‑up customer journey
- Identify and log leads into the Sales team
- Any other duties as requested that are commensurate with the role.
Skills, Knowledge And Experience
- Experience & Capability
- Proven experience in a Customer Success, Account Management, or similar role
- Experience managing multiple customers and priorities simultaneously
- Strong commercial awareness with the ability to link activity to outcomes
- Comfortable working with data, health indicators, and customer insight
- Communication & Influence
- Clear, confident communicator with senior customer stakeholders
- Able to lead value‑based conversations and challenge constructively
- Strong written and presentation skills
- Builds trust quickly with both customers and internal teams
- Mindset & Behaviours
- Outcome‑focused and proactive
- Curious, analytical, and comfortable with ambiguity
- Ownership‑driven – sees issues through to resolution
- Continuously learning and improving
- Tools & Technology
- Comfortable using CRM platforms, customer success tooling, and analytics
- Confident with Microsoft Office and collaboration tools
- Open to using AI‑assisted tooling to reduce manual effort and improve insight
Equal Opportunities
As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other’s differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and spark innovation.
Customer Success Manager in Hungerford employer: Klipboard
Klipboard is an exceptional employer that fosters a dynamic and inclusive work culture, offering a flexible hybrid work policy that allows employees to balance their professional and personal lives effectively. With a strong emphasis on employee growth, Klipboard encourages continuous learning and collaboration, providing opportunities to work with cutting-edge AI technologies in a supportive environment. Located in the UK, employees benefit from being part of a global team that values diversity and innovation, making it a rewarding place to develop your career as an Applied AI Engineer.
