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For Companies At a Glance
- Tasks: Manage customer accounts, drive renewals, and coach team members in a dynamic environment.
- Company: Fast-growing tech start-up based in London with a remote working culture.
- Benefits: Up to £45k salary, uncapped OTE, 25 days holiday, and wellness days.
- Why this job: Join a forward-thinking team and accelerate your career in customer success.
- Qualifications: Experience in customer success or account management, preferably in B2B SaaS or education.
- Other info: Flexible remote work and a supportive social environment await you.
The predicted salary is between 36000 - 60000 £ per year.
This is a great opportunity to join a fast growing Tech Start-up based in London, offering remote working arrangements, where you will work within a great team and have the genuine opportunity to develop a worthwhile career.
They are a forward thinking organisation, who offer a great working environment, with excellent benefits and an uncapped opportunity to earn.
As a CSM, you will act as an ambassador for the company and be a regular contact for new and existing customers. You will be retaining and growing existing customer base through retention and up-sales.
THE ROLE
We’re looking for a Senior Customer Success Manager to help retain and grow our existing customers as the business scales. This role will result in steep career acceleration and recognition, with a clear path from Customer Success Manager to Customer Success Team Manager and potentially Head of Customer Success. You’ll own a portfolio of customers using multiple products and ensure they see clear value across the platform. This is a hands-on senior role, combining commercial accountability, customer success delivery, and coaching responsibility within the Customer Success team. The primary measure of success for this role is renewals, upsells, and net revenue retention (NRR).
KEY RESPONSIBILITIES
- Quickly build a strong understanding of the product and customer base, and take full ownership of managing and developing assigned accounts from the outset.
- Manage an owned portfolio of approximately 35–50 customer accounts.
- Be accountable for approximately £500k–£700k in annual renewal revenue, with quarterly renewal targets and a minimum 95% renewal rate.
- Lead renewal conversations end-to-end, including risk management and commercial negotiation.
- Support and coach other Customer Success Managers during renewal conversations.
- Manage customers using one or more products, aligning value across products where appropriate.
- Strategically build Customer Success collateral and processes to enable team scale and consistent delivery.
- Be responsible for driving early renewals, including £600k of renewals targeted for early close this year.
ABOUT YOU
ESSENTIAL
- Strong experience in customer success, account management, or similar roles in B2B SaaS or education.
- Understanding of the education market or SaaS tech sector.
- Proven track record of driving renewals.
- Comfortable managing multiple complex accounts.
- Experience coaching or mentoring others.
- Commercially minded and outcome-focused.
DESIRABLE
- Experience working with education providers.
- Startup or scale-up experience (especially SaaS).
- Experience carrying a revenue target.
WHY JOIN
- 25 days holiday per year, plus bank holidays.
- 2 wellness days per year.
- Remote, flexible working.
- Work-from-home allowance to help you set up your ideal WFH setup.
- A great social environment, both digital and in-person.
Customer Success Manager (Remote) employer: Marstep Resourcing Solutions
Contact Detail:
Marstep Resourcing Solutions Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager (Remote)
✨Tip Number 1
Network like a pro! Reach out to current employees on LinkedIn or other platforms. Ask them about their experiences and any tips they might have for landing the role. It’s all about making connections!
✨Tip Number 2
Prepare for the interview by researching the company culture and values. Make sure you can articulate how your experience aligns with their mission. Show them you’re not just another candidate, but someone who truly gets what they’re about.
✨Tip Number 3
Practice your pitch! Be ready to explain how you can add value to their team as a Customer Success Manager. Highlight your past successes in renewals and upselling, and don’t forget to mention your coaching experience.
✨Tip Number 4
Apply through our website! It’s the best way to ensure your application gets seen. Plus, we love seeing candidates who take that extra step to engage with us directly.
We think you need these skills to ace Customer Success Manager (Remote)
Some tips for your application 🫡
Show Your Passion: When writing your application, let your enthusiasm for customer success shine through. We love seeing candidates who are genuinely excited about helping customers and making a difference in their experience with our products.
Tailor Your CV: Make sure to customise your CV to highlight relevant experience in customer success or account management. We want to see how your background aligns with the role, so don’t be shy about showcasing your achievements!
Be Clear and Concise: Keep your application straightforward and to the point. We appreciate clarity, so avoid jargon and focus on what makes you a great fit for the Customer Success Manager role. Remember, less is often more!
Apply Through Our Website: We encourage you to apply directly through our website. It’s the best way for us to receive your application and ensures you’re considered for this exciting opportunity. Plus, it’s super easy!
How to prepare for a job interview at Marstep Resourcing Solutions
✨Know Your Stuff
Before the interview, make sure you have a solid understanding of the company's products and services. Familiarise yourself with their customer base and how they operate in the education market or SaaS tech sector. This will help you demonstrate your knowledge and show that you're genuinely interested in the role.
✨Showcase Your Success Stories
Prepare specific examples from your past experience that highlight your success in driving renewals and managing complex accounts. Use metrics to quantify your achievements, like renewal rates or revenue targets you've met. This will give the interviewer confidence in your ability to deliver results.
✨Be Ready to Discuss Coaching
Since this role involves coaching other Customer Success Managers, be prepared to discuss your mentoring experience. Think of examples where you've successfully guided others, and how you approach coaching conversations. This will show that you can contribute to the team's growth and development.
✨Ask Insightful Questions
At the end of the interview, have a few thoughtful questions ready about the company's culture, growth plans, or how they measure success in the Customer Success team. This not only shows your interest but also helps you gauge if the company is the right fit for you.
