At a Glance
- Tasks: Manage customer accounts, drive engagement, and create tailored success plans.
- Company: Dynamic London-based company focused on customer success.
- Benefits: Birthday off, private healthcare, wellness allowance, and flexible work options.
- Other info: Join a supportive team with opportunities for mentorship and growth.
- Why this job: Make a real impact by helping customers achieve their goals and grow.
- Qualifications: 3-5 years in a customer-facing B2B role with strong relationship skills.
The predicted salary is between 45000 - 55000 £ per year.
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.
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, and all contributing 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
- Eye care
- Employee Assistance Programme
- A day off for your birthday
- Pension (4% employer contribution and 4% employee contribution) after 3 months
- Life assurance after 4 months
- Cycle‑to‑work scheme, season‑ticket loan and £350 annual wellbeing allowance after probation
- PureGym access and Perks at Work platform after probation
- Private healthcare after 1 year
- Company socials, access to Employee Affinity Networks, mentoring scheme, volunteering day, mortgage advice, work‑from‑anywhere (2 weeks) and generous parental leave
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.
Customer Success Manager employer: Law Business Research
Join our dynamic London-based team as a Customer Success Manager, where you'll thrive in a supportive and inclusive work culture that prioritises employee growth and development. With a strong focus on customer-centric values, we offer a range of benefits including private healthcare, generous parental leave, and opportunities for professional advancement, all while fostering a collaborative environment that encourages knowledge sharing and continuous improvement.
