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For Companies At a Glance
- Tasks: Manage customer accounts, drive renewals, and coach the Customer Success team.
- Company: Fast-growing tech start-up based in London with a remote working culture.
- Benefits: Up to £50k salary, uncapped OTE, 25 days holiday, and wellness days.
- Why this job: Accelerate your career in a dynamic environment with real impact on customer success.
- Qualifications: Experience in customer success or account management, preferably in B2B SaaS.
- Other info: Join a supportive team with excellent growth opportunities and a vibrant social scene.
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
Contact Detail:
Marstep 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 or former employees on LinkedIn and ask about their experiences. This can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 2
Prepare for the interview by knowing the company inside out. Understand their products, values, and recent news. This shows you're genuinely interested and ready to contribute to their success.
✨Tip Number 3
Practice your pitch! Be ready to explain how your experience aligns with their needs, especially in customer success and account management. Highlight your achievements in driving renewals and upsells.
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email reiterating your enthusiasm for the role can keep you top of mind. And remember, apply through our website for the best chance!
We think you need these skills to ace Customer Success Manager (Remote)
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Customer Success Manager role. Highlight your experience in customer success, account management, and any relevant SaaS or education sector experience. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about customer success and how your skills align with our mission at StudySmarter. Keep it engaging and personal – we love a good story!
Showcase Your Achievements: When detailing your past roles, focus on your achievements. Did you drive renewals or upsells? Share specific numbers and outcomes. We’re all about results, so let us know how you’ve made an impact in previous positions.
Apply Through Our Website: We encourage you to apply through our website for the best chance of getting noticed. It’s super easy, and you’ll be able to showcase your application in the best light. Plus, we love seeing applications come directly from our site!
How to prepare for a job interview at Marstep
✨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 think about how you can add value to their existing accounts. This will show that you're genuinely interested and prepared.
✨Showcase Your Success Stories
Prepare specific examples from your past experiences where you've successfully driven renewals or upsells. Use metrics to back up your claims, like percentage increases in retention rates or revenue growth. This will demonstrate your capability and results-driven mindset.
✨Ask Insightful Questions
During the interview, don’t hesitate to ask questions that show your interest in the role and the company’s future. Inquire about their current challenges in customer success or how they measure success in this position. This not only shows your engagement but also helps you assess if the role is right for you.
✨Be Ready to Discuss Coaching
Since the role involves coaching other Customer Success Managers, be prepared to discuss your mentoring style and any relevant experiences. Think about how you can help others grow while achieving team goals. This will highlight your leadership potential and collaborative spirit.
