Client Success Manager: Onboarding, Upsell & Relationships

Huntress - Bracknell; Newbury; On-site; GBP 26,000 - 32,000; Full time

Job summary

We are seeking a proactive and relationship-driven Customer Success Manager to join our client's team in Newbury. You will nurture strong, long-term relationships with clients and strategic partners, ensuring high levels of satisfaction, engagement, and retention.

As the CSM, you will act as a trusted advisor, guiding customers, managing complex enquiries, and identifying opportunities to expand account value through up sell and cross-sell initiatives.

Qualifications

• Proven experience in a similar Customer Service/Success position.
• Passion for delivering exceptional client experiences and solving complex problems.
• Outstanding verbal and written communication skills.

Responsibilities

• Serve as the primary point of contact for customer enquiries, escalations, and ongoing support.
• Build and maintain trusted, long-term relationships with customers and key partners.
• Guide new customers through the onboarding journey with training, demos, and feature walkthroughs.
• Conduct regular check-ins and business reviews to capture feedback and drive satisfaction.
• Establish relationships with external service providers, vendors, and strategic partners.
• Coordinate with third-party partners and internal teams to resolve complex issues.
• Partner with Sales to support renewal strategies.
• Identify up-sell and cross-sell opportunities and lead win-back strategies for legacy accounts.

Skills

Customer success

Relationship management

Account management

Job description

We are seeking a proactive and relationship-driven Customer Success Manager to join our client's team in Newbury. You will nurture strong, long-term relationships with clients and strategic partners, ensuring high levels of satisfaction, engagement, and retention.

As the CSM, you will act as a trusted advisor, guiding customers, managing complex enquiries, and identifying opportunities to expand account value through up sell and cross-sell initiatives.