Lief is a B2B SaaS company transforming the children's homes and supported accommodation sector with innovative solutions that empower care workers daily. We are looking for a motivated Customer Success Manager to join our team full-time and lead customer satisfaction and retention efforts. This senior position combines hands-on account management with strategic leadership responsibilities.
What will you be doing?
If you're successfully hired for this role, you will be taking up the following responsibilities among others:
- Manage a client portfolio, ensuring maximum platform value and support
- Onboard new clients through initial setup and feature guidance
- Develop strong stakeholder relationships and address challenges proactively
- Identify expansion opportunities through upselling and cross-selling
- Drive adoption and retention through tailored solutions
- Provide ongoing training and create support materials
- Handle escalations efficiently and professionally
- Collaborate on customer success strategies aligned with business objectives
- Use data insights to identify improvements and recommend solutions
- Contribute to customer health scoring and renewal strategies
- Liaise with Sales, Marketing, and Product teams on customer feedback
- Mentor junior team members on account management best practices
What you'll need to bring to the table?
- 5+ years of experience in Customer Success or Account Management in a B2B SaaS environment
- Proven track record in customer satisfaction, onboarding, and account growth
- Exceptional written and verbal communication skills
- Analytical mindset with data-driven decision-making ability
- CRM and customer success platform familiarity (e.g., Zoho)
- Ability to manage escalations calmly and professionally
- Strong understanding of SaaS metrics (churn, NRR, ARR, retention)
- UK-based with remote working capability
Good to have
- Social care, care home, or supported accommodation sector experience
- Business, Marketing, or related degree
- Salesforce, Gainsight, or similar certification
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