Customer Success Manager

Velaris; England; Remote; GBP 35,000 - 55,000; Full time

Job summary

Velaris is seeking a Customer Success Manager to empower Customer Success teams globally. You will onboard customers, ensure their success, and manage internal workstreams, contributing to the growth and retention of customer relationships. This role requires enthusiasm, strong analytical skills, and a proactive approach in a dynamic startup environment.

Benefits

Generous stock option plan

Flexible, remote-first culture

Qualifications

• Solid understanding of tools like Excel and Google Sheets.
• Strong comfort level working with data and deriving actionable insights.
• Experience in Customer Success or related roles is ideal.

Responsibilities

• Own the end-to-end onboarding process for customers.
• Serve as the main point of contact, building trusted relationships.
• Coordinate with internal teams to ensure customer deliverables are met.

Skills

Enthusiasm

Personality

Proactivity

Curiosity

Ambition

Resilience

Commercial awareness

Technical & Analytical Skills

Education

Experience in Customer Success, Account Management, or related roles in B2B SaaS

Tools

Excel

Google Sheets

Job description

Get AI-powered advice on this job and more exclusive features.

Software is eating the world — and SaaS is eating software. With SaaS expected to double in size over the next four years and represent 50% of the total software market by 2030 (worth ~$500B), the business model has shifted. In a subscription-based world, long-term growth is driven not just by acquisition — but by retention and expansion.

This shift has led to a major rise in the importance of Customer Success:

• Over 500,000 open CS jobs in the market
• 600% growth in Chief Customer Officer roles in the past year
• 1000% increase in open CS roles over the last five years

At Velaris, we’re building the platform for modern Customer Success teams. We help CS professionals deeply understand their customers, streamline workflows, and save hours of manual effort — with flexible AI-powered analytics, success plans, collaboration tools, and automations.

We’ve experienced strong growth since our launch, and we’re now a diverse team of problem solvers, designers, engineers, and builders distributed across the globe. We’re united by a shared goal: to change the way B2B SaaS companies build and grow customer relationships after the sale.

The role

Be a Customer Success Manager for Customer Success teams.

At Velaris, we empower Customer Success professionals. As a CSM, you’ll be working with Customer Success teams across the globe, helping them scale best practices, drive value for their own customers, and succeed using Velaris as their customer intelligence platform.

At this stage of the company, we’re looking for a well-rounded Customer Success leader — someone who leads strategically but is ready to dive into the details when execution calls for it. While the heart of the role is about driving customer outcomes, growth, and retention, there are times when you’ll need to roll up your sleeves and get involved in onboarding, integration discussions, or process improvements to maintain momentum.

What you'll be doing:Onboard Customers

• Own the end-to-end onboarding process, ensuring a strong start to the customer journey.
• Train new customers on the platform.
• Ensure accounts are set up rigorously, with clear milestones and success plans.

Make Customers Successful

• Serve as the main point of contact for your accounts, building trusted, long-term relationships.
• Lead Quarterly Business Reviews (QBRs), drive success strategy conversations, and execute retention and expansion plans tailored to each customer.
• Monitor service delivery, track value realization, and proactively align with customer goals.
• Manage escalations when they arise — but don’t live in a reactive mode.

Manage Internal Workstreams

• Coordinate with internal teams — including Support, Product, Implementation, and Integrations — to ensure customer deliverables are met and blockers are removed quickly.
• Take ownership of setting up or improving operational processes such as onboarding checklists, handover documentation, playbooks for key moments, and internal reporting on account health.
• Work directly with customers to iterate on workflows, validate use cases, and guide them in configuring Velaris to match their operational models

What skills do you need to succeed?

• Enthusiasm: A passion for helping customers thrive — and helping Velaris grow.
• Personality: Friendly, collaborative, and trustworthy — someone who customers and teammates genuinely enjoy working with.
• Proactivity: Independent, forward-thinking, and always looking for ways to add value.
• Curiosity: You’re analytical and love digging into customer needs, data, and feedback.
• Ambition: You want to grow quickly and make a visible impact.
• Resilience: Able to thrive in a fast-paced, dynamic startup environment.
• Commercial awareness: You recognize expansion opportunities and align CS work with business impact.

Technical & Analytical Skills

• Solid understanding of tools like Excel, Google Sheets, and related platforms.
• Strong comfort level working with data, and the ability to derive actionable insights.
• Understanding of RESTful APIs and data integration workflows (technical curiosity more important than engineering expertise).
• Experience in Customer Success, Account Management, or related roles in B2B SaaS — ideally working with CS teams or supporting post-sales journeys.
• Generous stock option plan — share in the upside as we grow.
• Flexible, remote-first culture — work from anywhere, or from our offices in Spain, Sri Lanka, or London.
• A unique opportunity to work with CS leaders, shape the future of Customer Success tooling, and help define how modern CS teams operate.

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Technology, Information and Internet

Referrals increase your chances of interviewing at Velaris by 2x

Get notified about new Customer Success Manager jobs in England, United Kingdom.

London, England, United Kingdom 3 weeks ago

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 5 months ago

Chester, England, United Kingdom 1 month ago

Milton Keynes, England, United Kingdom 42 minutes ago

Sunbury-On-Thames, England, United Kingdom 3 days ago

London, England, United Kingdom 5 days ago

London, England, United Kingdom 2 weeks ago

Bristol, England, United Kingdom 3 weeks ago

London, England, United Kingdom 2 weeks ago

Birmingham, England, United Kingdom 2 weeks ago

Senior Manager, Customer Success - Strategic

London, England, United Kingdom 1 week ago

London, England, United Kingdom 2 months ago

Birmingham, England, United Kingdom 3 weeks ago

London, England, United Kingdom 4 months ago

Manchester, England, United Kingdom 5 days ago

London, England, United Kingdom 1 month ago

Customer Success Manager (UK-Based Remote Role)

London, England, United Kingdom 1 month ago

Milton Keynes, England, United Kingdom 1 month ago

London, England, United Kingdom 4 days ago

London, England, United Kingdom 1 week ago

Kingston Upon Thames, England, United Kingdom 2 weeks ago

Reading, England, United Kingdom 5 days ago

London, England, United Kingdom 6 days ago

Enterprise Customer Success Manager, EMEA

London, England, United Kingdom 1 week ago

London, England, United Kingdom 14 hours ago

London, England, United Kingdom 6 days ago

London, England, United Kingdom 2 weeks ago

SR Consultant Customer Success Manager - Digital Purchases

London, England, United Kingdom 1 week ago

Customer Success / Customer Support - London - 2025

London, England, United Kingdom 2 weeks ago

London, England, United Kingdom 4 days ago

We’re unlocking community knowledge in a new way. Experts add insights directly into each article, started with the help of AI.