Customer Success Manager

• Remote (UK) · Full-time, permanent · Reports to the Group CEO
• About Right Market

Right Market helps large UK charities, universities and franchise networks keep their brand consistent, compliant and legally safe.

Where a general design tool lets people create anything, our platform makes sure teams can only produce work that's on-brand and properly signed off, and it keeps an audit trail to prove it.

We're a small, fast-moving company where the work you do is visible and matters.

The role

You'll look after our customers once they're live.

You'll own a portfolio of charity, university and franchise accounts and be responsible for keeping them, growing them, and turning them into advocates.

You'll report directly to the Group CEO and work closely with our sales, support and product people.

It's a hands‑on role with real commercial ownership: an individual contributor position, not a team‑management one.

What you'll do

• Own the post‑sale relationship for a portfolio of customers: onboarding, adoption, renewal and growth.
• Get new customers to value quickly through a clear onboarding process.
• Keep customers by spotting risk early and acting before it turns into a cancellation.
• Grow accounts by finding and closing expansion and upsell opportunities.
• Run regular business reviews with customers, including their senior stakeholders.
• Use account data to decide where to spend your time and to make the commercial case.
• Turn happy customers into case studies, references and testimonials.
• Feed what you hear from customers back into the product and to leadership.
• Keep your CRM records and pipeline accurate and honest.

What we're looking for

• Experience in customer success or account management in a B2B Saa S or subscription business.
• Comfortable in a start‑up or early‑stage environment.

You're happy building and improving processes rather than just following mature ones, and you'll work with the team to figure things out as we grow.

• A track record of retaining and growing a book of customers, covering both renewals and expansion.
• Confidence running business reviews and commercial conversations with senior people.
• Comfort with data: using usage and health signals to decide where to focus.
• Strong relationship‑building and clear communication, written and spoken.
• Self‑direction: you can own outcomes and manage your time in a remote setup.
• Nice to have
• Experience serving UK charities, universities or franchise networks.
• A background in brand, marketing operations, or compliance/governance.
• Familiarity with Hub Spot or a similar CRM.
• Comfort using AI tools in your day‑to‑day work.
• Terms
• Full‑time, permanent, 37.5 hours a week (9am to 5.30pm).
• Remote (UK‑based), but because of regular in‑person meetings we're looking for someone ideally based in East Anglia, within commutable distance of Cambridgeshire.
• You'll attend in‑person meetings in the Cambridgeshire area (usually Peterborough) roughly 2 to 4 times a month, plus other meetings as needed.
• Benefits: Private healthcare (after 6 months' service), 25 days' holiday plus bank holidays, and a workplace pension (Royal London).
• Start date: As soon as possible. That said, finding the right person matters more to us than filling the seat quickly, so we'll take the time to get it right.

Right Market is an equal opportunities employer. We welcome applications from people of all backgrounds and are committed to building an inclusive team.

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