Customer Success Manager

Once For All Limited; Basingstoke; On-site; GBP 40,000 - 55,000; Full time

Job summary

A cloud-based SaaS business in Basingstoke is seeking a Customer Success Manager to enhance customer satisfaction and retention. In this role, you will manage key accounts, communicate effectively with customers, and utilize tools like ChurnZero and Salesforce to track interactions. Candidates should have at least 2 years of experience in related fields. The position comes with benefits such as a 10% bonus, wellness fund, and professional development opportunities.

Benefits

10% annual bonus

Private Medical Insurance

Pension

25 days holiday plus 8 Bank Holidays

Employee Assistance Programme

Free Tea, Coffee and fruit weekly

Qualifications

• 2+ years of experience in Customer Success, Sales, Business Development or Account Management.
• Strong communication skills to explain processes clearly.
• Familiarity with construction or supply chain risk management is a plus.

Responsibilities

• Manage strategic customer relationships to increase retention.
• Conduct proactive outreach to re-engage at-risk customers.
• Document customer interactions in ChurnZero and Salesforce.

Skills

Customer relationship management

Communication skills

Adaptability

Customer satisfaction focus

Tools

ChurnZero

Salesforce

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.
• Providing an 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 in Customer Success, Sales, Business development or Account Management.
• Basic understanding of Construction or supply chain risk management is preferable but not required.
• Excellent communication skills, able to write and speak clearly and explain complex processes simply.
• Proficient phone and written communication, able to adapt tone and style to diverse audiences.
• Enjoys building strong customer relationships and takes pride in going the extra mile.
• Enthusiastic and shows passion & excitement for the role.
• Fast learner who adapts quickly to new information and systems.
• Demonstrates agility in learning and applying new skills and technologies.
• Capable of prioritising and performing effectively under pressure.
• Dependable, organised and follows through on commitments 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