Customer Success Manager

We are seeking a Customer Success Manager to join our London based Customer Success team. In this customer-facing role, you will own a portfolio of accounts across our subscription products and have responsibility for driving retention, engagement, user growth and long‑term customer value. You will combine strong relationship management, commercial awareness and customer success expertise to help customers achieve their objectives while supporting wider business goals. This role is suited to someone who has experience operating across the full customer lifecycle: from proactive onboarding and tailored success planning, through to health analysis, executive reviews, renewal support, advocacy building and expansion opportunity identification. You will act as a trusted partner to customers and a strong internal collaborator, sharing insight with Product, Content, Sales, Support and other teams to continuously improve the customer experience.

Key Responsibilities

• Own and proactively manage a portfolio of Mid Touch customer accounts, creating tailored success plans and customer journeys that support retention, adoption and active user growth.
• Lead proactive onboarding within agreed timelines, adapting delivery to each customer’s workflow, priorities and business objectives.
• Build, strengthen and maintain strategic relationships with key users, decision‑makers and commercial stakeholders across customer organisations.
• Analyse customer health across usage, engagement, sentiment and commercial indicators to identify risks, opportunities and clear calls to action.
• Design and deliver tailored engagement initiatives aligned to each customer’s goals, strategy, buying cycle and stage in the customer journey.
• Conduct high‑quality business reviews to measure progress against agreed success outcomes and recommend next steps.
• Partner with Sales on commercial discussions, including renewal support, solution recommendations and identification of growth opportunities such as cross‑sell, upsell and CSQLs.
• Act as the voice of the customer by sharing feedback, trends and customer intelligence with Product, Content, Support and other relevant teams.
• Maintain excellent documentation and process discipline within the Customer Success platform, ensuring records are accurate, useful and action‑oriented.
• Support knowledge sharing across the team, contribute to continuous improvement initiatives and act as a role model through high standards, empathy, maturity and accountability.

Skills Knowledge and Expertise

• 3 – 5 years’ experience in a Customer Success client‑facing B2B role.
• Hands‑on experience working with a dedicated Customer Success platform accurately and proactively to manage workflows, maintain data quality and deliver against KPIs.
• Outstanding relationship‑building skills, with the ability to engage and influence stakeholders at all levels.
• Advanced communication skills, with the ability to deliver training, onboarding, reviews and recommendations clearly and confidently to different audiences.
• Strong customer success expertise, including success planning, onboarding, customer health, retention strategy and advocacy development.
• Advanced analytical and critical thinking skills, with confidence using customer data and success metrics such as health scores, churn, NPS, CSAT, GRR and NRR to inform decisions.
• Strong coordination, planning and organisational skills, with the ability to lead complex work across multiple stakeholders and priorities.
• Commercial awareness and the ability to work effectively with Sales to support customer value conversations and package recommendations.
• Advanced product, customer journey and customer experience understanding, ideally within a subscription, information, SaaS or professional services environment.
• A collaborative, empathetic and growth‑oriented approach, with the confidence to support colleagues, share knowledge and help lead positive change.

What success looks like

Success in this role means delivering measurable impact for customers and the business: strong onboarding outcomes, healthier customer relationships, high‑quality success and engagement planning, disciplined platform usage, early risk identification, will all contribute to our retention targets. The successful candidate will help create a positive, customer‑centric culture by mentoring others, sharing insight and continuously improving how we support customers.

Benefits

Our people are our most valuable asset, as such, we offer a wide range of benefits to help ensure that all are supported:

• Start of employment: Eye care, Employee Assistance Programme, A day off for your birthday.
• After 3 months employment: Pension (4% employer contribution and 4% employee contribution).
• After 4 months employment: Life assurance.
• After probation: Cycle to work scheme, Season ticket loan, £350 annual wellbeing allowance to contribute to gym memberships or fitness classes, Puregym access, Perks at work platform access.
• After 1 year service: Private healthcare.
• Additional Perks: Company socials, Access to Employee Affinity Networks, Mentoring scheme, Volunteering Day, Mortgage Advice, Work from anywhere (2 weeks), Generous parental leave.

We are committed to making our organisation an inclusive, respectful & engaging place to work with a culture shaped by our core values that promote equality, collaboration & respect in everything we do. We are proud to be part of the Disability Confident Scheme, meaning we are committed to being inclusive and accessible, which starts with our application and recruitment process. If you do require any reasonable adjustments to be made, please let us know as part of our application page. ‘We are proud to be an equal opportunities employer and are committed to ensuring that all candidates are given the same opportunity to succeed regardless of their sex, gender identity/expression or reassignment, sexual orientation, marital status, race, colour, nationality, ethnic or national origin, religion, age or disability.’