Customer Success Account Manager

Contracts Advance; Bath; Hybrid; GBP 29,000 - 45,000; Full time

Benefits offered by this job

Hybrid working from day one

Commission scheme

Annual discretionary bonus

25 days annual leave + bank holidays

Extra day off for birthday

Nest Pension scheme

Cycle to work scheme

The Ivy strategy & social days

Job summary

Contracts Advance in Bath is seeking a Customer Success Account Manager to own a portfolio of customers, guiding successful onboarding and sustained value. You will build trusted relationships, drive engagement and renewal performance while identifying opportunities to expand product adoption.

Senior candidates will mentor juniors and help shape processes as the team grows within a fast-paced SaaS business. Hybrid work is available from day one with commission and discretionary bonuses.

Qualifications

• 3+ years in Customer Success or Account Management within SaaS.
• Proven ability to build trusted customer relationships over long-term engagements.
• Confident in leading conversations over phone and video with strong listening skills.

Responsibilities

• Welcome new customers and set them up for success from day one.
• Lead personalised onboarding sessions aligning our platform with customer goals.
• Build trusted relationships with decision-makers and stakeholders via regular contact.
• Run proactive review meetings to measure progress and plan actions.
• Monitor health scores and intervene to improve adoption and outcomes.
• Share product guidance to help customers derive more value from Contracts Advance.
• Identify opportunities to introduce additional products and services.
• Maintain CRM records and coordinate with teams for a seamless journey.
• Senior CSMs mentor peers and contribute to process improvements.

Skills

Organised

Self-motivated

Ownership of outcomes

Customer relationship

SaaS experience

Phone & video fluency

Communication skills

Collaboration

Job description

Job Title: Customer Success Account Manager / Senior Customer Success Account Manager

Salary: £29,000 - £35,000 base salary + commission + discretionary bonus (OTE £45-50k)

Senior Salary: £35,000 -£45,000 base + commission + discretionary bonus (OTE £50-60k)

Location: Bath – hybrid from your first day (2 office days)

Join one of the UK's leading Public Sector SaaS businesses.

At Contracts Advance, we're helping organisations across the UK find and win public sector contracts. Since 2008, we've grown into a thriving SaaS business, with more than 3000 organisations using our services to identify opportunities.

But what really sets us apart is our people.

With over 35% year-on-year growth, ambitious plans and a team of talented, driven individuals, we're creating an environment where people can build meaningful careers, make a genuine impact and grow alongside the business.

If you're looking for a role where you'll be supported, challenged and given the opportunity to develop, there's never been a more exciting time to join us.

Your Impact:

As a Customer Success Account Manager at Contracts Advance, you'll own a portfolio of customers, helping them get real value from our platform while building trusted relationships that drive engagement, retention and growth.

You’ll guide customers through a structured success journey, from a strategic onboarding to quarterly reviews. You’ll provide proactive support and ensure smooth renewal handovers: ensuring every customer gets measurable value from our platform.

If you are a Senior Customer Success Account manager, as a senior member of the team, you'll lead by example through your performance, activity and professionalism. You'll play an active role in supporting and mentoring colleagues, sharing best practice, providing feedback to management and contributing ideas to improve processes and drive continued success across the wider Customer Success function.

Day to day you will:

• Welcome new customers and set them up for success from day one.
• Lead personalised onboarding sessions that align our platform and services with each customer’s goals.
• Build trusted relationships with decision‑makers and key stakeholders through regular phone, video and email communication.
• Run proactive review meetings to measure progress, celebrate success and create action plans where additional support is needed to drive product adoption.
• Monitor customer health scores and intervene early to improve adoption, engagement and overall customer outcomes.
• Share insights, best practice and product guidance that help customers get more value from Contracts Advance.
• Identify opportunities to introduce additional products or services where they’ll genuinely benefit the customer.
• Maintain accurate CRM records and partner closely with wider business stakeholders to ensure a seamless customer experience from onboarding through to renewal.
• Senior Customer Success Managers will support the growth and success of the Customer Success team through onboarding, coaching and developing new starters, sharing best practice and feedback, contributing to process improvements, and leading by example in demonstrating company values, professionalism and accountability.

You'll Thrive in This Role If You Have:

• You’re organised, self‑motivated and enjoy taking ownership of customer outcomes and measurable success.
• 3+ years’ experience in Customer Success or Account Management, ideally within a SaaS environment. (5+ years to be considered for the Senior role)
• Proven ability to build trusted customer relationships and keep accounts engaged over the long term. Comfortable working with key customers and scaled portfolios.
• Confidence leading conversations over phone and video, with excellent communication and listening skills.
• A proactive, organised approach that helps you manage multiple customers and priorities with ease.
• A naturally curious mindset - you enjoy understanding customer goals and finding the best way to help them succeed.
• A collaborative attitude and flexible approach, with the ambition to grow with a fast‑paced, high‑growth business.
• Strong commercial acumen – able to identify opportunities to increase customer value, and demonstrate benefits and negotiate effectively

Life at Contracts Advance:

As well as the day job, we’re proud of the culture we’ve built. Whether it’s celebrating success, giving back to our local community or getting together as a team, we believe work should be enjoyable as well as rewarding.

• Hybrid working from day one
• Commission scheme
• Hands on training, coaching and development
• Annual discretionary bonus
• 25 days annual leave plus bank holidays
• Extra day off to celebrate your birthday
• NEST Pension scheme
• Cycle to work scheme
• Bi-annual company strategy & social days at The Ivy.
• Company Christmas celebrations
• Giving back to our local community through our charity partnership with Mind Bath

Sound Like Your Next Challenge?

If you're motivated by growth, enjoy building relationships and want to be part of an ambitious team, we'd love to hear from you.

Recruitment Statement

Contracts Advance is an equal opportunities employer and is committed to meeting its responsibilities under the Equality Act 2010. We value the diverse experiences, perspectives and talents that every individual brings to our business and are committed to creating an inclusive workplace where everyone feels respected, supported and able to thrive. We welcome applications from all backgrounds and will ensure that all candidates are treated fairly throughout the recruitment process.