B2B Customer Success Manager - Growth & Retention

Centellic; Greater London; On-site; GBP 55,000 - 75,000; Full time

Job summary

Centellic in London is seeking a Customer Success Manager to manage a portfolio of Lexology PRO and SPG customers, ensuring value realization and business outcomes through the customer lifecycle.

You will work with Sales, Product, Marketing, Support and Retention to ensure high-quality, data-driven engagement and proactive success planning. This role emphasizes GRR, renewal performance and expansion opportunities in a fast-moving team.

Qualifications

• Experience in a customer-facing B2B role.
• Customer Success or account management experience is essential.
• Strong communication, relationship-building and organisational skills.
• A proactive, customer-focused and commercially aware approach.
• Comfort using data and customer insight to prioritise actions.
• Experience with a Customer Success Platform (ChurnZero, Gainsight or Planhat) is preferred.

Responsibilities

• Manage onboarding, success plans and engagement across an allocated portfolio.
• Build relationships with users, decision-makers and commercial stakeholders.
• Monitor usage, engagement and customer health, acting early to mitigate risk.
• Deliver customer reviews, training and tailored initiatives that increase adoption and value.
• Collaborate across teams to share customer insight and identify growth opportunities.
• Maintain accurate account records and contribute to team knowledge sharing.

Skills

Customer-facing

Communication

Relationship-building

Data-driven decisions

Cross-functional collaboration

Using CS platforms

Tools

ChurnZero

Gainsight

Planhat

Job description

Centellic in London is seeking a Customer Success Manager to manage a portfolio of Lexology PRO and SPG customers, ensuring value realization and business outcomes through the customer lifecycle.

You will work with Sales, Product, Marketing, Support and Retention to ensure high-quality, data-driven engagement and proactive success planning. This role emphasizes GRR, renewal performance and expansion opportunities in a fast-moving team.