Customer Experience Manager (m/f/d) - UK

IGEL Technology GmbH; Reading; On-site; GBP 50,000 - 70,000; Full time

Job summary

A fast-growing SaaS scale-up is seeking a Customer Success Manager to enhance the post-sales customer journey. You will be responsible for onboarding, engagement, and maintaining customer satisfaction while driving product adoption and managing renewals. This role requires experience in managing enterprise accounts and a strong focus on customer relationships.

Qualifications

• 5-8+ years in Customer Success or Account Management in a SaaS environment.
• Proven track record managing mid-market to enterprise accounts.
• Excellent communication and stakeholder management skills.

Responsibilities

• Drive smooth onboarding experiences for new customers.
• Monitor product usage and implement engagement strategies.
• Build strategic partnerships with customer stakeholders.

Skills

Customer Relationship Management

Data Analysis

Communication

Stakeholder Management

Education

Bachelor's Degree

Tools

Gainsight

ServiceNow

Job description

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LOCATION: UK, Reading (2 days per week)

THE ROLE:

As a Customer Success Manager (CSM) in a fast-growing SaaS scale-up, you will play a pivotal role in shaping the post-sales customer journey. You'll own strategic accounts, ensure long-term satisfaction, drive adoption and expansion, and reduce churn. With the agility of a startup and the ambition of a maturing enterprise, we're looking for a proactive, data-driven professional who can thrive in a dynamic environment while influencing the future of our Customer Success motion. Long-term satisfaction of our customers is your success!

TASKS AND RESPONSIBILITIES

Customer Onboarding & Activation

• Drive smooth and timely onboarding experiences, ensuring new customers are set up for success within the first 30-60 days.

Customer Engagement & Product Adoption

• Monitor product usage and implement engagement strategies to increase adoption of core and advanced features.
• Educate customers on product capabilities and best practices aligned with their goals.

Relationship Management & Advocacy

• Build strategic partnerships with customer stakeholders (especially mid-market to enterprise) to reinforce value realization.
• Conduct regular Executive Business Reviews (QBRs/EBRs) with high-touch accounts.

Retention, Growth & Renewals

• Proactively partner with the customer and the IGEL Renewals team and help manage renewals, identify upsell/cross-sell opportunities, and partner with the internal teams to execute on renewal and expansion plans.

Customer Health Monitoring & Risk Mitigation

• Use data to assess account health and intervene early in at-risk scenarios with tailored action plans.
• Maintain and document health status for all assigned accounts in the CRM or CSM platform.

Voice of the Customer & Internal Collaboration

• Act as a customer advocate by providing structured feedback to Product, Support, and Marketing teams.
• Participate in shaping roadmap priorities and product improvement discussions.

Team Leadership & Process Improvement

• Contribute to CS process optimization and mentor junior CSMs.
• Lead or participate in strategic CS initiatives (e.g., playbooks, automation, segmentation frameworks).

EXPERIENCE AND QUALIFICATIONS:

• 5-8+ years in Customer Success or Account Management in a SaaS environment, ideally in a scale-up or high-growth company.
• Proven track record of managing mid-market to enterprise accounts and delivering revenue outcomes.
• Proficiency in Customer Success platforms (e.g., Gainsight, Totango, Planhat), CRM (e.g., ServiceNow), and usage analytics tools.
• Excellent communication, presentation, and stakeholder management skills.
• Strategic thinker who is also execution-oriented; thrives in ambiguity and is comfortable with change.

PREFFERED ATTRIBUTES

• Experience in building success frameworks and customer journey maps in evolving CS functions.
• Strong technical acumen to work closely with product and engineering teams.
• Passion for customer-centricity, with a natural bas toward ownership and proactivity.

Interested? Apply now via our online applicant portal!

If you have any questions about the position or application process, our HR team is happy to assist.

Matt Krajnik

IGEL Technology GmbH

Green Park, 100 Longwater Avenue

Reading, Berkshire

RG2 6GP, United Kingdom

([phone]

[e-mail]

Please note that we are unable to hire applicants residing in countries outside our legal entity countries. Please note that IGEL does not currently have a sponsorship license and is regrettably unable to offer sponsorship.

We celebrate tolerance and diversity, and we are committed to building teams that represent a variety of backgrounds, skills and perspectives.

IGEL is an equal opportunity employer and makes employment decisions on the basis of merit. We want the best available person in every job. Our policy prohibits unlawful discrimination based on color, creed, sex, religion, marital status, age, national origin or ancestry, physical or mental disability, medical condition, sexual orientation, or any other consideration made unlawful by federal, state or local laws.