Customer Success Manager in Newcastle upon Tyne

About Crownpeak

Crownpeak powers global growth for influential brands through Fredhopper, our AI-driven product discovery engine, and FirstSpirit, our enterprise-grade content management system. We have built tools that simplify complexity, empowering marketers, merchandisers, and content creators to move faster and smarter. Our AI-driven product discovery engine is trusted by 36% of the UK's Top 25 and 25% of the EU's Top 50 retailers. Built for fashion, beauty, and lifestyle brands, Fredhopper blends smart automation with human curation to meet evolving consumer expectations and local shopping behaviours at scale. Our robust, enterprise-grade CMS is designed for businesses with complex international content demands. FirstSpirit delivers total flexibility, seamless integration, and enterprise governance. From content versioning to personalisation, it is built to empower teams across regions to work smarter and faster without sacrificing control or compliance. Join us and make an immediate impact in the digital world.

What’s the role?

The Customer Success Manager is responsible for managing a portfolio of customers within our customer success framework. This role is focused on managing key accounts, ensuring full customer engagement, providing high-level merchandising and program/project management, and driving the renewal and expansion of customer relationships. The CSM serves as a trusted advisor, aligning our solutions to the customer’s strategy while also identifying opportunities for growth.

What will you do?

• Customer Relationship & Account Management
  • Act as the primary point of contact for a portfolio of customers.
  • Build and maintain trusted relationships with key stakeholders and executive sponsors.
  • Understand customer goals and objectives and align product usage to maximise value.
  • Deliver product roadmap updates, introduce new solutions, and gather roadmap input.
  • Drive the creation and execution of engagement/success plans and customer scorecards.
  • Perform service reviews.
  • Ensure consistent communication and alignment with internal teams and customer stakeholders.
  • Support best practices for data gathering, measurement, and customer feedback analysis.
  • Responsible for renewals within assigned accounts.
• Program / Project / Account Management
  • Plan and prioritise customer projects in coordination with internal project teams.
  • Define approaches to help customers achieve strategic goals and outcomes.
  • Oversee Professional Services (PS) deliverables.
  • Coordinate and guide both customer and internal teams effectively.
  • Maintain awareness of commercial agreements and budget constraints.
  • Provide input and support for billable consulting work as needed, in coordination with PS.
• Business Development & Opportunity Identification
  • Identify upsell, cross-sell, and expansion opportunities within the existing customer base.
  • Increase market share by driving greater product adoption across departments.
  • Understand customer business drivers and strategic priorities.
  • Present tailored product demonstrations with support from PS.
  • Position Crownpeak as a long-term strategic partner.
  • Support development of business cases and implementation strategies aligned to customer goals.

Who are you?

We don’t believe in ticking boxes here at Crownpeak. Here are a few skills that we feel would make you successful in the role, but we’d still love to hear from you if you feel you’d be a great fit.

• 2–5+ years in Customer Success, Account Management, or similar client-facing role, preferably in a SaaS (Software as a Service) or technology company.
• Proven ability to manage multiple accounts, projects, and priorities in a fast-paced environment.
• Strategic thinker with strong analytical, organisational, and problem-solving skills.
• Experience with CRM/CSM platforms preferred.
• Familiarity with technical concepts and ability to work closely with technical teams.
• Excellent communication, interpersonal, and presentation skills.
• Strong understanding of customer lifecycle and subscription business metrics.

Our Culture

We offer competitive salaries, great colleagues and excellent benefits. We strive for success, are always pushing to do better, and work with pride and purpose together. You can see them in action in all aspects of our everyday work. Today we are a 350+ team headquartered in the US with offices in Colorado, London, Newcastle, Paris, Amsterdam, Dortmund, Sofia and Sydney. Check out more about life as a Crownpeep on Linkedin and Instagram @crownpeak. Crownpeak is proud to have a widely diverse team. We are committed to creating an inclusive environment where everyone, whoever they are, feels comfortable to be themselves and each person is valued for their skills, experiences, and unique perspectives. Crownpeak celebrates all talents. All of our positions are open to people with disabilities and we give them the means and opportunity to express all of their skills.