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For Companies At a Glance
- Tasks: Own the customer journey, from onboarding to renewal, ensuring clients maximize platform value.
- Company: Join a growing SaaS company focused on exceptional customer experiences and product efficiency.
- Benefits: Enjoy a flexible work environment with remote options and competitive salary & benefits.
- Why this job: Shape customer journeys and drive impact while collaborating with talented teams.
- Qualifications: 3+ years in customer success or account management, strong communication skills, and B2B experience required.
- Other info: Bonus points for CRM tool experience and a consultative approach!
The predicted salary is between 36000 - 60000 £ per year.
We’re looking for a Sales & Customer Success Manager who is passionate about building strong customer relationships, driving product adoption, and ensuring long-term success. You’ll be the trusted partner for our clients—guiding them through onboarding, training, and ongoing account management to help them get the most out of our platform.
As we grow, delivering exceptional customer experiences is critical to our success. This role is perfect for someone who thrives on engaging with customers, solving challenges, and proactively driving retention and expansion opportunities. You’ll play a key role in shaping the customer journey, ensuring businesses using our platform achieve their operational goals and see measurable value.
What You’ll Do
- Own the customer journey from onboarding to renewal, ensuring clients maximise the value of our platform
- Lead hands-on onboarding and training sessions, ensuring smooth implementation and adoption
- Proactively engage with customers to drive retention, identify upsell opportunities, and resolve challenges
- Develop strong relationships with key stakeholders at customer organisations, becoming their trusted advisor
- Monitor customer health metrics (usage, satisfaction, retention) and take proactive action to improve engagement
- Collect and analyse customer feedback, working closely with product and engineering to refine features and address pain points
- Develop and maintain a structured Voice of the Customer (VoC) program, gathering insights to enhance product and service offerings
- Collaborate with sales to identify and convert expansion opportunities within existing accounts
Requirements
What We’re Looking For
- 3+ years of experience in customer success, account management, or customer experience in a SaaS or technology environment
- Strong communication and relationship-building skills, with a consultative and proactive approach
- Experience working with B2B customers in industries like field service, energy, logistics, or SaaS platforms
- Ability to analyse customer engagement data and implement strategies to increase adoption and retention
- Comfortable engaging with both senior executives and day-to-day platform users
- Bonus: Experience with CRM tools, customer feedback platforms, or workflow automation tools
Benefits
Why Join Us?
- Drive impact – Shape how we scale operations and improve product efficiency
- Work with great teams – Collaborate with product, engineering, and customer success to build a world-class SaaS platform
- Flexible work environment – Remote-first or hybrid options available
- Competitive salary & benefits – Recognition for your contributions to a growing company
Seniority level
- Mid-Senior level
Employment type
- Full-time
Job function
- IT Services and IT Consulting
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Sales & Customer Success Manager employer: Onroute
Contact Detail:
Onroute Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Sales & Customer Success Manager
✨Tip Number 1
Familiarize yourself with our platform and its features. Understanding how our product works will allow you to engage more effectively with potential clients and demonstrate the value they can gain from it.
✨Tip Number 2
Network with professionals in the SaaS industry, especially those who have experience in customer success or account management. Building relationships with others in the field can provide valuable insights and potentially lead to referrals.
✨Tip Number 3
Showcase your ability to analyze customer engagement data. Prepare examples of how you've used data to drive retention and upsell opportunities in previous roles, as this is a key aspect of the position.
✨Tip Number 4
Be ready to discuss your approach to building strong customer relationships. Think about specific strategies you've implemented in the past that have led to successful onboarding and long-term client satisfaction.
We think you need these skills to ace Sales & Customer Success Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description. Understand the key responsibilities and requirements for the Sales & Customer Success Manager position, and think about how your experience aligns with these.
Tailor Your CV: Customize your CV to highlight relevant experience in customer success, account management, or customer experience, especially in a SaaS or technology environment. Use specific examples that demonstrate your ability to build relationships and drive product adoption.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for customer success and your proactive approach. Mention specific achievements that illustrate your skills in engaging with customers and driving retention and expansion opportunities.
Showcase Your Communication Skills: In both your CV and cover letter, emphasize your strong communication and relationship-building skills. Provide examples of how you've successfully engaged with stakeholders and resolved challenges in previous roles.
How to prepare for a job interview at Onroute
✨Show Your Passion for Customer Success
Make sure to express your enthusiasm for building strong customer relationships. Share specific examples from your past experiences where you successfully guided clients through onboarding and training, highlighting how you helped them achieve their goals.
✨Demonstrate Your Analytical Skills
Be prepared to discuss how you've used customer engagement data to drive retention and upsell opportunities. Bring examples of metrics you've monitored and the strategies you implemented to improve customer satisfaction and usage.
✨Engage with Real Scenarios
During the interview, consider discussing hypothetical scenarios or challenges that a customer might face. Show how you would proactively address these issues and ensure a smooth customer journey, demonstrating your consultative approach.
✨Highlight Collaboration Experience
Talk about your experience working with cross-functional teams, especially in a SaaS environment. Emphasize how you've collaborated with sales, product, and engineering teams to enhance customer experiences and drive product adoption.
