Customer Success Manager

Converge; Basingstoke; On-site; GBP 40,000 - 60,000; Full time

Job summary

A software company in Basingstoke is seeking an experienced Customer Success Manager to oversee customer outcomes and ensure value realization from their Data Hub product. This role requires 3–6+ years in customer success or technical account management within a SaaS context. You will be responsible for managing customer relationships, supporting integrations, and proactively analyzing data to influence customer success. Additional benefits include private healthcare, enhanced parental leave, and a fun, inclusive workplace.

Benefits

25 days of leave + Bank Holidays

Private Healthcare through AXA

Enhanced Parental Leave

Cycle to Work Scheme

Inclusive workplace environment

Qualifications

• 3–6+ years in Customer Success, Technical Account Management, or Solutions Consulting in a SaaS environment.
• Experience with data-driven or integrated products (APIs, platforms, analytics tools).
• Strong analytical mindset, comfortable interrogating data and logs.

Responsibilities

• Ensure customers realise clear, measurable value from our Data Hub product.
• Own customer success from paid trial through steady–state usage.
• Investigate and resolve data and integration issues.

Skills

Customer Success

Data analysis

Problem-solving

Commercial awareness

Relationship management

Job description

Converge builds intelligent software to transform how concrete is planned, poured, and verified on construction sites. Our Data Hub SaaS platform centralises and automates concrete data, enabling customers to improve quality, compliance, and sustainability outcomes.

We are scaling our Data Hub offering and are looking for a commercially minded Customer Success Manager to own customer outcomes from paid trial through long-term adoption and expansion.

The role

This role sits at the intersection of customer success, product, and commercial growth.

You will:

• Ensure customers realise clear, measurable value from our Data Hub product
• Own customer success from paid trial through steady–state usage, supporting conversion of paid trials into full contracts
• Support configuration and implementation during the sales and onboarding journey
• Investigate and resolve data and integration issues
• Identify and seed upsell and cross‑sell opportunities
• Manage relationships with labs, suppliers, and third‑party integrators, building trust and credibility with partners over time

This is not a reactive support role. You will be expected to proactively analyse data, challenge assumptions, and influence both customers and internal teams.

• 3–6+ years in Customer Success, Technical Account Management, or Solutions Consulting in a SaaS environment
• Experience supporting data‑driven or integrated products (APIs, platforms, analytics tools)
• Comfortable working with imperfect data and complex integrations
• Strong analytical mindset, comfortable interrogating data and logs
• Commercially aware, understanding how value links to revenue
• Confident managing customers and partners through ambiguity
• Able to balance customer advocacy with internal delivery realities
• Structured, calm, and credible under pressure

• 25 days + Bank Holidays. We also close over the end of year holiday so you can spend more time with your loved ones
• Private Healthcare through AXA
• Enhanced Parental Leave So you focus on your new bundle of joy instead of worrying about expenses
• Cycle to Work Scheme so you can help reduce emissions but still get from A to B easily
• A fun, inclusive workplace that celebrates diversity in all its forms, and where everyone can bring their whole selves to work and be treated fairly, equitably and respectfully