Customer Success Manager

Naq is an international startup revolutionising compliance for suppliers in highly regulated sectors. We started with a simple mission: to help business owners selling into regulated sectors meet the compliance requirements demanded by their customers without drowning in complexity or cost. Naq automates the framework stack that UK and EU regulated buyers demand making compliance fast, accessible and actually manageable. We're in the midst of launching a significant new platform upgrade - more powerful, more automated and AI-assisted. As a result, we're looking for a Customer Success Manager to ensure every existing and future customer lands successfully, stays with us, and grows.

About The Role

This is a critical hire at a critical moment. We need someone who can take commercial and operational ownership of a portfolio of customers, guide them through onboarding and build the kind of trusted relationships that drive retention, expansion and advocacy. You will report into the Head of Revenue, working closely with the Sales team ensuring the handoff from sales to customer success is seamless and that every customer has a clear, documented expansion path from day one. You will also work closely with the Compliance team, ensuring that all compliance requirements and deadlines are met, the Compliance team are on hand to support you throughout the customer lifecycle and will act as expert advisors across the frameworks we offer. This is not a reactive support role. You will be proactive, commercially minded and deeply invested in your customers' compliance outcomes. You will understand their businesses, anticipate their needs, and position Naq as a long-term partner, not just a platform.

What You Will Own

• Customer Retention and Health
  • Own a portfolio of customers and be accountable for their retention, health and satisfaction.
  • Proactively identify churn risks early and develop strategies to mitigate them before they become problems.
  • Maintain a best in class Gross Revenue Retention and Renewals across your book of business.
  • Conduct regular reviews with customers, reviewing compliance posture, upcoming deadlines and expansion opportunities.
  • Ensure every customer in your portfolio understands the platform capabilities, ensuring it is embedded into the wider customer operations and are actively using Naq on a day to day basis.
  • Act as the voice of the customer capturing feedback, flagging product issues and working with the product team to resolve them quickly.
• Expansion and Upsell
  • Develop trusted relationships with customers that allow you to identify and promote upsell opportunities, additional frameworks, services and platform features that enhance their compliance journey.
  • Work closely with the sales team to ensure expansion opportunities are progressed and closed.
  • Understand each customer's compliance roadmap and position Naq's framework additions at the right moment.
• Onboarding
  • Guide new customers through initial setup, configuration and implementation of the Naq platform.
  • Ensure customers achieve their first compliance milestone quickly, reducing time to value and building early trust.
  • Develop and refine onboarding processes that scale as the customer base grows.
• Customer Support
  • Resolve relevant inbound queries from your portfolio efficiently and empathetically, escalating to the product, technical or compliance teams where required.
  • Contribute to the knowledge base and self-serve resources to reduce low-level intervention needs over time.
• Product and Commercial Input
  • Act as the primary internal voice of the customer - feeding insights, pain points and feature requests into the product roadmap.
  • Contribute to the development of CSM processes, health score frameworks and handoff criteria as Naq's commercial function scales.

What We Are Looking For

• 4–5 years of experience in Customer Success at a SaaS company, with a demonstrable track record of retention and expansion.
• Commercially minded - you understand NRR, churn economics and the relationship between customer health, product usage and revenue.
• Strong relationship builder - you build trust quickly and maintain it over time, even when things are difficult.
• Proactive and organised - you don't wait for customers to tell you there's a problem, you spot it first.
• Clear, confident communicator - written and verbal, with the ability to explain complex compliance concepts in plain language.
• Empathetic and patient - our customers are often navigating compliance for the first time and they need a guide, not a gatekeeper.
• Comfortable working in a fast-moving, early-stage startup environment where priorities shift and roles evolve.
• Knowledge of or genuine interest in UK compliance frameworks - NHS DSPT, DTAC, DCB0129, ISO 27001, Cyber Essentials, GDPR, CQC SAF or similar.
• Experience working alongside a sales team in a blended or land-and-expand commercial model.
• Familiarity with Intercom, HubSpot and Jira.
• AI experience (Claude, ChatGPT, CoPilot).
• Experience in regulated SaaS or a compliance-adjacent industry.
• Experience managing a portfolio of customers through a product migration or major platform change.

What You Will Be Measured On

• Gross Revenue Retention and Renewals across your portfolio.
• Customer health scores - defined and tracked per ICP.
• Net Revenue Retention - uplift from framework additions and services upsell within your book of business.
• Time to value for new customers - how quickly they reach their first compliance milestone.
• Customer satisfaction and NPS.

What We Offer

• Equity through our employee stock option plan.
• 25 days PTO + bank holidays.
• Ongoing professional development and training.
• Remote or hybrid working arrangements available.

Diversity & Inclusion

We are committed to building an inclusive environment and don't discriminate based on ethnicity, age, gender identity, orientation, religion, origin, disability, or veteran status. Your unique background, experiences and perspective will enrich our team.