Customer Success Lead: Onboarding, Growth & Support

Confidential

Newbury

On-site

GBP 26,000 - 32,000

Full time

2 days ago

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Job summary

Confidential is seeking a proactive Customer Success Manager to join our growing team in Newbury. You will be the main contact for customers, driving post-sale support, onboarding, and ongoing value realization.

This role blends customer service, account management and relationship development to strengthen partnerships and contribute to business growth. You will build lasting client relationships, conduct regular check-ins and business reviews, and collaborate with sales to support renewals and

Qualifications

Experience in customer service, CS, or account management.
Customer-first mindset focused on relationships and problem solving.
Excellent verbal and written communication skills.
Strong organisational skills with ability to manage multiple accounts.
Proactive in identifying opportunities to improve customer experience and grow accounts.

Responsibilities

Act as key contact for customer enquiries, escalations and ongoing support.
Build and maintain long-term relationships with customers and partners.
Manage onboarding, delivering tailored training, live demos, and feature walkthroughs.
Conduct regular check-ins and business reviews to improve satisfaction and retention.
Collaborate with external providers, vendors and strategic partners.
Work with third-party partners and internal teams to resolve complex issues.
Support renewals with the Sales team and strengthen relationships.
Identify upsell/cross-sell opportunities and re-engage previous customers.