Customer Success Manager

MCS Group; Belfast City District; Hybrid; GBP 42,000 - 60,000; Full time

Job summary

MCS Group are delighted to support an innovative, purpose-driven organisation in Belfast in the appointment of a Customer Success Manager. This hybrid role focuses on helping customers maximise value from a scalable SaaS platform that supports social, economic and environmental impact reporting.

You will onboard new customers, run regular account reviews, identify opportunities for growth and act as the voice of the customer across Sales, Support and Product.

Qualifications

• Proven experience in Customer Success, Account Management or another client-facing role within SaaS/software.
• Experience managing a portfolio of customer accounts.
• Excellent relationship-building and stakeholder management skills.
• Confidence communicating with users, senior stakeholders and executive-level contacts.
• Strong commercial awareness and experience identifying opportunities for account growth.
• Excellent communication, presentation and training skills.

Responsibilities

• Manage a portfolio of customers, building strong relationships from users through to senior stakeholders.
• Lead regular account reviews, ensuring customers achieve value and remain engaged.
• Act as an escalation point for complex customer issues, working closely with Support and Product teams.
• Own the onboarding process for new customers and ensure a smooth transition from Sales.
• Deliver engaging platform training tailored to different user groups.
• Identify opportunities for upselling and cross-selling in line with customer needs.
• Monitor customer health, proactively address risks and support successful renewals.
• Contribute to customer retention and revenue growth, including NRR.
• Gather and share customer feedback to help shape product and process improvements.
• Champion the customer perspective across the business.
• Contribute to Customer Success processes, best practice and knowledge sharing.
• Support colleagues and represent the organisation's values internally and externally.

Skills

Customer Success

Account Management

Stakeholder management

CRM systems

HubSpot

Tools

HubSpot

Job description

Customer Success Manager

Belfast - Hybrid

Competitive salary

MCS are delighted to be supporting an innovative, purpose driven organisation in the appointment of a Customer Success Manager.

This is an exciting opportunity to join a growing technology business that helps organisations understand, manage and report on their social, economic and environmental impact. Its secure, scalable platform is used by organisations across the UK to deliver measurable outcomes through social value reporting, employee engagement and community investment.

About the Role

As Customer Success Manager, you will act as a trusted advisor to a portfolio of customers, developing strong relationships and helping them maximise the value they receive from the platform.

You will take ownership of customer onboarding and training, lead regular account reviews, identify opportunities for account growth and proactively manage customer health and renewal risks.

Working closely with Sales, Support, Product and other internal teams, you will also bring the voice of the customer into the wider business, helping shape improvements to products, processes and the overall customer experience.

Key Responsibilities

• Manage a portfolio of customers, building strong relationships from users through to senior stakeholders.
• Lead regular account reviews, ensuring customers achieve value and remain engaged.
• Act as an escalation point for complex customer issues, working closely with Support and Product teams.

• Own the onboarding process for new customers and ensure a smooth transition from Sales.
• Deliver engaging platform training tailored to different user groups.

• Identify opportunities for upselling and cross-selling in line with customer needs.
• Monitor customer health, proactively address risks and support successful renewals.
• Contribute to customer retention and revenue growth, including NRR.

• Gather and share customer feedback to help shape product and process improvements.
• Champion the customer perspective across the business.

• Contribute to Customer Success processes, best practice and knowledge sharing.
• Support colleagues and represent the organisation's values internally and externally.

About You

They are looking for someone who is commercially minded, customer focused and comfortable taking ownership in a fast-moving environment.

You will ideally have:

• Proven experience in Customer Success, Account Management or another client-facing role within SaaS/software.
• Experience managing a portfolio of customer accounts.
• Excellent relationship-building and stakeholder management skills.
• Confidence communicating with users, senior stakeholders and executive-level contacts.
• Strong commercial awareness and experience identifying opportunities for account growth.
• Excellent communication, presentation and training skills.
• Experience leading structured account reviews, such as QBRs or EBRs.
• A proactive and organised approach, with the ability to manage multiple priorities effectively.
• Strong problem-solving skills and a solutions-focused mindset.
• Experience using a CRM or Customer Success platform, such as HubSpot.

Desirable

• An understanding of Social Value within public sector procurement.
• Knowledge of Customer Success metrics and methodologies, including churn, NRR and time-to-value.
• Experience contributing to process improvement.
• Experience supporting or mentoring junior colleagues within a growing organisation.

MCS Group is committed to Equality, Diversity, and Inclusion for all, being the first recruitment agency in NI to achieve Bronze Diversity Mark accreditation, if you have a disability which means you require a reasonable adjustment to be considered at any stage of the recruitment process, please contact us and we will endeavour to facilitate the request.