Customer Success Manager

Customer Success Manager – UK

Location: Hybrid (1 day in London office)

Salary: £45,000–£50,000 + Commission

About the Role

We’re looking for an experienced Customer Success Manager to join a fast-scaling SaaS company. You’ll be managing complex, enterprise-level relationships- ensuring clients achieve measurable value from the platform while driving retention, renewals, and expansion.

You’ll need to be ambitious, credible in front of senior stakeholders, and comfortable speaking the language of customer success: metrics, adoption, impact, and ROI. Someone who brings structure, can build and execute success plans, and thrives in a high-growth environment.

If you’ve spent several years in SaaS customer success and can show how you’ve delivered results, this is your chance to take real ownership in a scaling business.

What You’ll Be Doing

• Own onboarding, training, and adoption for new clients
• Manage a portfolio of high-value SaaS accounts, focusing on retention and growth
• Build strong relationships with senior stakeholders, becoming their trusted advisor
• Create and deliver structured success plans with measurable KPIs
• Lead regular business reviews, presenting insights with clarity and confidence
• Identify upsell and expansion opportunities across accounts
• Collaborate cross-functionally with Sales, Product, and Marketing to maximise outcomes

What We’re Looking For

• Several years of SaaS customer success experience (essential)
• Proven track record in a start-up or scale-up environment
• Deep understanding of CSM frameworks, metrics, and best practices
• Commercially astute, with direct experience driving adoption, renewals, and expansion
• Excellent stakeholder management and presentation skills
• Structured, data-driven, and comfortable talking in terms of KPIs and ROI
• Ambitious and proactive, with the drive to succeed in a high-growth environment

Why You’ll Love This Role

• Join a high-performing, fast-moving SaaS team with real growth ambitions
• Autonomy and influence in how you manage and grow your accounts
• Hybrid working (1 day a week in London office)
• Competitive package with commission, pension, and wellbeing support
• Clear progression opportunities as the company continues to scale

If you’re a metrics-driven SaaS CSM with the experience, ambition, and credibility to make an impact—we’d love to hear from you.