Customer Success Manager

Papirfly; Greater London; Hybrid; GBP 40,000 - 60,000; Full time

Job summary

Papirfly is hiring a Customer Success Manager in London. You’ll manage a portfolio of 25–35 SaaS client accounts, guiding them from onboarding to renewal and expansion.

You’ll work with top brands, driving product adoption and delivering real value through proactive engagement and strategic insights. Based in London with a hybrid work environment, you’ll leverage strong communication and relationship-building skills to understand client goals, map stakeholders, and coordinate with Product,

Qualifications

• 2–3 years of experience in a Customer Success or Account Management role in a SaaS company.
• Excellent communication and relationship-building skills.
• High levels of organisation and confidence in managing multiple priorities and customer needs.
• Additional languages (French, Swedish, Norwegian or German) are a plus.

Responsibilities

• Client Relationship Management: build and nurture long-term client relationships across the full lifecycle.
• Renewal Readiness: keep customers renewal-ready and align stakeholders on pricing and negotiations.
• Upsell & Expansion: identify and drive upsell opportunities with cross-sell potential.
• Customer Strategy & Stakeholder Mapping: create account plans and map key stakeholders.
• Customer Understanding: understand client problems and map Papirfly solutions.
• Product Adoption: drive platform adoption to deliver customer value.
• Customer Engagement: run regular reviews and share progress with clients.
• Portfolio Management: manage 25–35 client portfolio, balancing proactive and day-to-day support.
• Cross-Team Collaboration: work with Support, Product and Account Management to resolve issues.
• Feedback & Continuous Improvement: capture client feedback to improve our offering.

Skills

Customer Success

Account Management

SaaS experience

Excellent communication

Relationship building

Organisational skills

Proactivity

Curiosity

Job description

• Papirfly empowers over a million users at top global brands to create, manage, and distribute marketing assets with ease. Now, we’re looking for a curious, people-first Customer Success Manager to join our London team
• You’ll work closely with experienced teammates and big-name brands, helping customers thrive on our platform while building your own career in the fast-moving world of MarTech
• In return, you’ll gain hands‑on experience with a powerful platform used by leading global brands, a clear path to grow your skills in SaaS Customer Success, and ongoing support through mentoring and development opportunities. You’ll be part of a collaborative culture that values new ideas, encourages curiosity, and prioritizes real impact over job titles
• Client Relationship Management: Build and nurture strong, long‑term relationships with clients, acting as a trusted partner across the full customer lifecycle, from onboarding through to renewal and expansion. Be the first point of contact for your clients and the person they turn to for advice and answers
• Renewal Readiness: Keep customers renewal‑ready throughout the contract by tracking value realised, product adoption and customer health, and keeping key stakeholders aligned. Flag risk early, and loop in Account Management for pricing, contract and negotiation support on complex renewals
• Upsell & Expansion: Spot and drive upsell and cross‑sell opportunities, such as extra users, modules and services, based on usage and customer goals. Lead the client conversation and bring in Account Management to scope and close larger deals
• Customer Strategy & Stakeholder Mapping: Build a customer strategy, roadmap and stakeholder map for each account, aligning Papirfly’s platform with the client’s business objectives. Keep these plans up to date so you always know who matters and what success looks like for each client
• Customer Understanding: Understand each customer’s business problems and goals, and show how our technology can solve them. Ask good questions and listen closely so your recommendations are relevant, not generic
• Product Adoption: Drive adoption of the Papirfly platform so customers get real value and achieve their goals. Spot low usage early and put a plan in place to turn it around
• Customer Engagement: Host regular engagement sessions and business reviews with clients, and track progress against their goals. Use these moments to share results, agree next steps and strengthen the relationship
• Portfolio Management: Manage a book of 25-35 clients, depending on account size and complexity, balancing proactive account management with responsive day‑to‑day support. Prioritise your time across the portfolio based on client needs and risk
• Cross‑Team Collaboration: Work closely with internal teams and directly with clients to translate their needs into actionable outcomes and keep projects running smoothly. Partner with Support, Product and Account Management to resolve issues quickly
• Feedback & Continuous Improvement: Capture and share client feedback to help improve our offering and customer experience. Bring a fresh perspective to our processes and keep looking for ways to improve how we work

If you have experience in SaaS customer success or account management and are eager to grow in a high-impact, collaborative environment, this is your opportunity2-3 years of experience in a Customer Success or Account Management role in a SaaS companyMust be based in London and excited about working in a hybrid, collaborative environmentExposure to marketing teams or marketing technology platforms (not required but beneficial)Excellent communication and relationship-building skillsHigh levels of organisation and confidence in managing multiple priorities and customer needsAdditional languages (French, Swedish, Norwegian or German) are an added benefitPro-activity, curiosity, and an eagerness to learn - comfortable asking questions and proposing new ideas