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For Companies At a Glance
- Tasks: Help customers succeed with tailored onboarding and proactive support.
- Company: Fast-growing SaaS platform making the web better for everyone.
- Benefits: Competitive salary, flexible schedule, and a shiny new MacBook.
- Why this job: Join a creative team and make a real impact on customer experiences.
- Qualifications: 2-3+ years in customer-facing roles and a passion for technology.
- Other info: Dynamic work environment with opportunities for career growth.
The predicted salary is between 45000 - 70000 £ per year.
Help make the web better for everyone. We’re a fast‑growing, profitable, self‑funded SaaS platform with 4.8★ customer love and a 4.9★ team score. Right now, we build software that helps organisations create accessible, fast, high-quality websites. Our customers include Fortune 500 Global companies, universities, local and state government agencies, and so much more.
We are hiring a Customer Success Manager (CSM) who helps customers get real value from Silktide - not just tick a few boxes, but smash their goals and love using the platform.
Where you will work
You will spend 3 days per week in our Birmingham office on Colmore Row, with the remaining days for focused work. We value time together for coaching, collaboration, and learning from one another. We also operate globally with teams in the US, Denmark, Germany, and Australia.
What you will do
- Onboarding & Enablement: Run tailored onboarding sessions that equip new customers to hit the ground running. Get hands‑on with account setup to make sure everything’s in place for success.
- Customer Partnership: Act as the strategic point of contact for your named accounts, helping them get the most from Silktide. Gain a deep understanding of their business goals and challenges, and use your product knowledge to guide them towards better outcomes.
- Ongoing Success & Retention: Build strong relationships and stay closely engaged so you can spot risks early and keep customers on track. Collaborate closely with Account Managers to flag opportunities for growth, share feedback, and ensure retention stays high.
- Proactive Value & Insight: Don’t wait for customers to ask — use your downtime to deliver value proactively (think: training, data insights, strategic nudges). Take initiative to spot where a customer might need help — even if they haven’t realised it yet.
- Support (but not babysitting): You’ll answer the occasional support query via Intercom, but this isn’t a tech support role — you’re here to unblock people and keep them moving.
About you
- You are a resident of Birmingham, UK (or willing to relocate) and fluent in English.
- You have a passion for technology and enjoy helping customers succeed.
- You excel at explaining complex concepts simply.
- You have 2–3+ years of customer‑facing experience (ideally in customer success or sales).
- You’re proactive, comfortable reaching out to customers, and can address their needs independently.
- You can lead challenging conversations, hold customers accountable, and keep them focused on their goals.
- You’re confident in partnering with Account Managers to move commercial discussions forward and deliver real value.
- You thrive in a fast‑paced, evolving environment and communicate clearly in writing and speech.
Compensation
Base salary: £45,000 to £70,000 OTE: £56,000 to £87,500
What’s in it for you
- Be part of a fast‑growing company that’s doubling in size each year and making the web better for everyone.
- Freedom to innovate and make a real impact on how customers experience Silktide.
- Join a creative, ambitious team with 4.8★ Glassdoor ratings and a proven track record of supporting growth.
- Meaningful work that helps organisations deliver accessible, compliant, and high‑quality websites.
- Opportunity to grow your career alongside a self‑funded, profitable SaaS company with global reach.
Perks
- A shiny new MacBook
- 20 days paid vacation plus public holidays, increasing with tenure
- Private Insurance, Health, Dental and Vision, plus Wellness Allowance
- Company Sponsored Pension and Enhanced Paternity or Maternity
- Casual Dress Code, Flexible Schedule, Weekly Paid Lunches, and Monthly Company Outings
Customer Success Manager in Birmingham employer: Silktide
Contact Detail:
Silktide Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Customer Success Manager in Birmingham
✨Tip Number 1
Get to know the company inside out! Research Silktide's mission, values, and recent projects. This will help you tailor your conversations and show that you're genuinely interested in making the web better for everyone.
✨Tip Number 2
Network like a pro! Connect with current employees on LinkedIn or attend industry events. Building relationships can give you insider info and might even lead to a referral, which is always a bonus!
✨Tip Number 3
Prepare for the interview by practising common customer success scenarios. Think about how you would handle onboarding, account management, and proactive support. Show us you can smash those goals!
✨Tip Number 4
Don’t forget to follow up after your interview! A quick thank-you email can leave a lasting impression and remind us of your enthusiasm for the role. Plus, it shows you’re proactive—just like we love!
We think you need these skills to ace Customer Success Manager in Birmingham
Some tips for your application 🫡
Tailor Your Application: Make sure to customise your CV and cover letter for the Customer Success Manager role. Highlight your relevant experience and how it aligns with our mission to help customers smash their goals using Silktide.
Show Your Passion: We love seeing candidates who are genuinely excited about technology and helping others succeed. Share examples of how you've made a difference in previous roles, especially in customer-facing positions.
Be Clear and Concise: When writing your application, keep it straightforward. We appreciate clear communication, so make sure your points are easy to understand and get straight to the heart of what you want to convey.
Apply Through Our Website: Don’t forget to submit your application through our website! It’s the best way for us to receive your details and ensures you’re considered for this exciting opportunity at StudySmarter.
How to prepare for a job interview at Silktide
✨Know the Product Inside Out
Before your interview, make sure you understand Silktide's platform and how it helps customers achieve their goals. Familiarise yourself with its features and benefits, so you can confidently discuss how you would help clients maximise their use of the software.
✨Showcase Your Customer Success Experience
Prepare specific examples from your past roles where you've successfully onboarded clients or helped them overcome challenges. Highlight your proactive approach and how you’ve built strong relationships to ensure customer satisfaction and retention.
✨Demonstrate Your Communication Skills
As a Customer Success Manager, clear communication is key. Practice explaining complex concepts in simple terms. During the interview, be ready to showcase your ability to lead conversations and keep clients focused on their goals.
✨Ask Insightful Questions
Prepare thoughtful questions about the company culture, team dynamics, and how success is measured in this role. This shows your genuine interest in the position and helps you assess if it's the right fit for you.
