Customer Success Manager

Once For All; Basingstoke; On-site; GBP 35,000 - 50,000; Full time

Job summary

A high-growth cloud-based SaaS company in Basingstoke is seeking a Customer Success Manager to enhance customer relationships and drive satisfaction and retention. The ideal candidate will have a minimum of 2 years of experience in customer success or account management, possess exceptional communication skills, and demonstrate a passion for technology. The role includes utilizing tools like ChurnZero and Salesforce to manage customer interactions and delivering proactive support to ensure customer success and value realization.

Benefits

10% annual bonus

Private Medical Insurance

Pension

Life Assurance x 3

25 days holiday plus 8 Bank Holidays

Ongoing professional development

Holiday purchase Scheme

Volunteering days

Employee Assistance Programme

Team and company offsite events

Eye care voucher

Free Tea, Coffee, and fruit weekly

Qualifications

• Minimum 2 years in Customer Success, Sales, or Account Management.
• Basic understanding of Construction or supply chain risk management is preferable.
• Exceptional communication skills in writing and speaking.

Responsibilities

• Manage strategic customer relationships to increase retention.
• Log and manage customer interactions within ChurnZero and Salesforce.
• Deliver value-focused business reviews with accounts.

Skills

Customer Success management

Communication skills

Relationship building

Problem-solving

Time management

Tools

Salesforce

ChurnZero

Job description

Once For All is a high-growth, cloud-based, SaaS subscription business. Our technology helps our customers to manage their supply chain governance, risk management and compliance. We work across public and private sector and have over 250k customers across the UK across 20 different sectors including construction, transport, retail, hospitality education, facility and property management, manufacturing, local and central government.

Role Summary

As a Customer Success Manager, you will be the primary point of contact for a portfolio of accounts. This is a great opportunity for someone looking to grow their skills within Customer Success. Your mission is to drive customer satisfaction, retention, reduce churn and growth by delivering proactive support, strategic guidance, and value realization.

Job Responsibilities

• You’ll manage strategic customer relationships with a focus on increasing retention and proactively preventing churn.
• Re‑engage stakeholders by identifying at‑risk and disengaged customers with proactive outreach and delivering business reviews.
• Log and manage all customer interactions, tasks, and journeys within ChurnZero and Salesforce to ensure consistent follow‑up and visibility.
• Deliver value‑focused business reviews with your accounts and track progress against key outcomes. Building success plans by driving product engagement and customer health.
• Managing relationships by providing exceptional level of service to customers via phone and email. Addressing membership queries.
• Collaborate across departments, serving as the voice of the customer to share insights and drive continuous improvement.
• Track and review churn trends across your accounts to spot at‑risk customers early and take focused actions that boost retention and long‑term value.
• Communicate the value of membership and guide customers through pricing discussions to support informed decisions.
• Identify opportunities for growth, upsell, or expansion, and collaborate with Sales and Renewals teams to drive retention.

Knowledge, Skills, Experience and Qualifications

• 2 years minimum experience working in Customer Success, Sales, Business development or Account Management
• We will provide all the necessary sector training however demonstrating basic understanding of Construction or supply chain risk management will be preferable
• Someone with exceptional communication skills. You must be able to write and speak clearly and be able to explain complex processes to customers in a straightforward way
• Skilled in phone conversations and written communication, with the ability to adapt tone and style to diverse audiences.
• Enjoys building strong customer relationships and takes pride in going the extra mile.
• Someone who is enthusiastic and shows passion and excitement for their job.
• A fast learner with the ability to adapt to new information and systems efficiently.
• Demonstrates agility in learning and applying new skills and technologies.
• Someone who can prioritise, and perform effectively under pressure
• Someone who is dependable and organised and can follow through on commitments they make both internally and externally
• Enthusiastic about technology with strong computer literacy.

What we offer

• 10% annual bonus
• Wellness fund or *Private Medical Insurance (dependent upon role)
• Pension
• Life Assurance x 3
• 25 days holiday plus 8 Bank Holidays
• Ongoing continual professional development (CPD)
• Holiday purchase Scheme up to 5 days
• 1 paid and 1 unpaid volunteering day
• 24/7 and 365 Days Employee Assistance Programme
• Team and company offsite events
• Specsavers eye care voucher
• Free Tea, Coffee and fruit every week – Basingstoke office