Customer Success Manager

Primis; Greater London; Hybride; GBP 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Learning and development budget

Health and life insurance

Résumé du poste

Primis is hiring its first UK-based Customer Success Manager. This implementation-first role covers kick-off through renewal, with ownership of multiple projects and hands-on platform configuration. You’ll be the main post-sales contact for a portfolio of high-value accounts, driving adoption, escalation management and product feedback.

In this hybrid London-based team, you’ll coordinate with stakeholders, travel as needed, and grow into a growth-focused CSM role within a global SaaS company.

Qualifications

• Proven, hands-on experience delivering complex B2B software implementations.
• 5+ years in a customer-facing delivery or success role (implementation consultant, technical PM, TAM, or similar).
• Solid grasp of APIs and system integrations; able to explain technical workflows to non-technical stakeholders.
• Strong project management and stakeholder coordination; comfortable engaging with C-suite.
• Startup mindset: pragmatic, adaptable and able to work independently.
• Professional English; willingness to travel when needed (planned, not constant).

Responsabilités

• Own end-to-end customer implementations, from kick-off to go-live and hyper-care.
• Manage multiple projects simultaneously: timelines, dependencies, risks, stakeholder comms.
• Configure and customise the platform (no coding required).
• Lead requirements gathering and translate business needs into platform solutions.
• Deliver customer training, remotely or on-site.
• Serve as main post-sale contact for 10–20 high-value accounts.
• Run cadence calls and QBRs, drive adoption and expansion.
• Own escalations and account health with Support, R&D and Product.
• Provide customer insight to inform the product roadmap.

Connaissances

B2B software implementations

APIs & system integrations

Project management

Stakeholder coordination

English proficiency

Startup mindset

Description du poste

A profitable, organically grown European SaaS scale-up is hiring its first UK-based Customer Success Manager. The platform powers subscription and cloud commerce for MSPs, distributors and telcos, and sits at the heart of how its customers buy, sell and bill.

This is not a classic "relationship-only" CSM role. It's an implementation role first, with customer success built around it. If you've got real implementation scars and want to own a customer from kick-off through to renewal, read on.

What you'll be doing

• Owning customer implementations end to end, from kick-off through to go-live and hyper-care
• Running multiple projects at once: timelines, dependencies, risks and stakeholder comms
• Hands-on configuration, setup and customisation of the platform (no coding required)
• Leading requirements gathering and translating business needs into platform solutions, and back again
• Delivering customer training, remote and on-site
• Acting as the main post-sale point of contact for a portfolio of 10-20 high-value accounts
• Running cadence calls and QBRs, and following through on adoption, optimisation and expansion
• Owning escalations and account health, working with Support, R&D and Product
• Feeding customer insight into the product roadmap

What you'll bring

• Proven, recent, hands-on experience delivering complex B2B software implementations (ERP, CRM, billing, commerce or similar)
• 5+ years in a customer-facing delivery or success role, ideally as an implementation consultant, technical project manager, TAM or delivery-focused CSM
• A solid grasp of APIs and system integrations, and the ability to explain technical workflows clearly to non-technical stakeholders
• Strong project management and stakeholder coordination, with confidence at all levels up to C-suite
• A startup mindset: pragmatic, adaptable and happy working independently
• Professional English, and willingness to travel when needed (planned, not constant)

Nice to have

• Experience with subscription platforms, billing systems, marketplaces or channel/partner models

What's on offer

• Base salary only, no OTE: [insert band]
• Hybrid, with London office roughly twice a month
• Flexible hours and a work-from-anywhere scheme
• Learning and development budget
• Health and life insurance
• A genuine growth hire into a tech-driven, friendly, international team, with more hires planned across other regions