Customer Success Manager

Who are we

[Employer hidden] is a fast-growing B2B SaaS company revolutionising the Children’s homes and supported accommodation sector. With a commitment to creating real-world impact, we deliver innovative solutions that empower thousands of care workers every day.

What are we looking for?

As we scale, we are looking for a Senior Customer Success Manager who can combine day-to-day account management with strategic leadership to drive client satisfaction, retention, and expansion. They will play an integral role in both managing existing client relationships and shaping the overall customer success strategy. This hybrid role combines hands-on work with clients, ensuring they derive maximum value from our platform, while also contributing to the broader customer success strategy, processes, and improvements. This position is remote and based in the UK, offering flexibility and the opportunity to work closely with a talented and dedicated team.

What will you be doing?

If you’re successfully hired for this role, you will be taking up the following responsibilities among others:

Customer Account Management (Day-to-Day)

• Own a portfolio of clients, ensuring they receive the highest level of support and value from the SaaS platform.
• Onboarding new clients, guiding them through the initial setup and helping them understand product features and workflows.
• Develop and maintain strong relationships with key stakeholders, proactively addressing any challenges or issues and ensuring a smooth customer experience.
• Identify opportunities for account expansion, including upselling or cross-selling additional features or services.
• Drive customer adoption and retention, working closely with clients to understand their needs and provide tailored solutions.
• Provide ongoing training and support to ensure customers are fully utilizing the platform, including creating help materials and running training sessions as needed.
• Handle escalations and resolve any customer issues quickly and efficiently, ensuring customer satisfaction.

Customer Success Strategy & Leadership

• Collaborate with the Customer Success leadership team to refine and implement customer success strategies that align with business goals and drive growth.
• Develop best practices and workflows that will streamline client onboarding, product adoption, and issue resolution.
• Use data-driven insights to identify areas for improvement and proactively recommend solutions to enhance the customer experience.
• Contribute to the design of customer success initiatives, such as customer health scoring, renewal strategies, and expansion plans.
• Help shape the customer success team's processes and tools to maximize efficiency, scalability, and impact.
• Collaborate with Sales, Marketing, and Product teams to ensure customer feedback is incorporated into the product roadmap and marketing materials.
• Create and present customer success reports to leadership, showcasing key performance metrics and insights from client interactions.

Team Collaboration & Mentorship

• Act as a mentor to more junior members of the Customer Success team, providing guidance on best practices for account management and customer engagement.
• Share feedback and insights with the broader team to continuously improve the customer success strategy and execution.
• Lead internal meetings to discuss customer feedback, challenges, and opportunities for improvement.

What you’ll need to bring to the table?

• 5+ years of experience in Customer Success or Account Management in a B2B SaaS environment.
• Strong experience in both hands-on customer support and strategic planning to enhance customer satisfaction and retention.
• Proven track record of driving customer satisfaction, onboarding, and account growth.
• Exceptional communication skills, both written and verbal, with the ability to interact with customers at all levels of an organization.
• Analytical mindset, with the ability to gather and use data to drive decisions and improve customer outcomes.
• Familiarity with CRM and customer success platforms (e.g. Zoho).
• Ability to handle escalations and difficult customer situations in a calm and professional manner.
• Experience in mentoring or leading junior team members is a plus.
• Strong understanding of SaaS metrics (e.g., churn, NRR, ARR, retention) and their role in driving success.
• UK-based, with the ability to work remotely and manage time effectively.

Desired Qualifications

• Experience in the social care, care home or supported accommodation sector is a plus but not an essential criteria.
• A degree in Business, Marketing, or a related field.
• Salesforce, Gainsight, or similar Customer Success tools certification is a plus.
• Ability to build and manage customer success programs at scale.

What We Offer

• A flexible, remote working environment with a growing, dynamic team.
• The chance to impact a socially-driven mission that improves the lives of young people and care workers.
• Opportunities for professional development and career progression in a rapidly growing company.
• A fun, inclusive company culture with a commitment to work-life balance.

Compensation

GBP 30,000 Per Annum + Commission + ESOPS

Experience

5+ years of experience in Customer Success or Account Management in a B2B SaaS environment.

Location

UK (Remote)