Customer Success Expert (Saas)

Michael Page (UK); Warrington; On-site; GBP 50,000; Full time

Job summary

A leading recruitment firm is looking for a Customer Success Expert to enhance client relationships and ensure maximum value from their software. This role involves proactive engagement with customers, monitoring account health, and supporting product adoption. Ideal candidates should have strong experience in SaaS Customer Success and excellent communication skills. The position offers a competitive salary of £50,000 and hybrid working arrangements with 2 days in the Warrington office.

Benefits

Competitive salary

Hybrid working

Opportunity to influence product development

Qualifications

• Proven background in SaaS Customer Success.
• Tech-savvy and confident navigating software platforms.
• Self-motivated problem solver with excellent relationship-building skills.

Responsibilities

• Own a portfolio of business customers and develop strong relationships.
• Act as the central contact for account visibility and issues.
• Run account health reviews and present insights.
• Proactively improve the customer journey and suggest features.
• Collaborate with internal teams to share customer insights.

Skills

SaaS Customer Success

Account health management

Customer lifecycle ownership

Excellent communication skills

Data-driven decision making

Job description

• Shape the customer journey - Own the full success lifecycle.
• Partner with top SaaS clients - Be proactive, not reactive.

About Our Client

We're working with a dynamic SaaS business looking for a Customer Success Expert to join their growing team. This is a technical, customer-facing role where you'll partner with a portfolio of business clients to ensure they get maximum value from their software.

Unlike a traditional support role, this is not a helpline based role- it's about being a trusted advisor and proactive partner, helping customers use technology to achieve their goals.

Job Description

In this role, you'll:

• Own a portfolio of business customers - developing strong relationships with key stakeholders across different regions and departments.
• Act as the central point of contact for your accounts - with full visibility of how customers are using the software, including what's working well, where issues are arising, and where improvements can be made.
• Monitor and manage tickets/issues - keeping track of what's being raised across different users and ensuring resolutions are timely and effective.
• Run monthly or quarterly account health reviews - depending on account size - presenting insights, identifying risks, and creating success plans.
• Proactively identify opportunities to improve the customer journey - suggesting new features, highlighting adoption gaps, and guiding customers to get the most from their investment.
• Support product rollouts and adoption - introducing new tools or features to customers, not in a sales capacity but by helping them see how new solutions can add value.
• Collaborate with internal teams - sharing customer insights and feedback with Product, Development, and Sales so the wider business can learn from real-world usage and continually improve.
• Spot trends across accounts - such as common technical challenges, usage patterns, or requests - and ensure these are addressed both at the client and business level.
• Be versatile in communication - engaging with clients via phone, email, video meetings, and face-to-face visits when required.

The Successful Applicant

• A proven background in SaaS Customer Success, with strong experience in account health management and customer lifecycle ownership.
• Someone who is tech-savvy and data-driven, confident navigating software platforms and translating insights into actions.
• A self-motivated problem solver, able to work proactively without needing to be told what to do.
• Excellent communication and relationship-building skills, able to work with everyone from end-users to senior stakeholders.

What\'s on Offer

• Competitive salary of £50,000.
• Hybrid working - 2 days in Warrington office.
• Opportunity to shape the customer journey and influence product development.
• Join a collaborative team where customer success is central to growth.