Customer Success Manager

Airbox Systems Limited; Grove; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading tech company in the UK is seeking a Customer Success Manager to ensure customer satisfaction and drive account growth. This role involves advocating for customer needs and collaborating with internal teams to enhance product adoption. The ideal candidate will have relevant experience in a dynamic tech environment and a passion for delivering exceptional customer experiences. Flexible working options are available.

Benefits

Salary up to £40,000

26 days holiday plus public holidays

Private medical cover with Bupa

Pension scheme with up to 6% matching

Personal Development budget

Electric Car Scheme

Qualifications

• Proven experience in a customer success role is essential.
• Strong understanding of customer needs in a tech environment.
• Ability to thrive in a startup/scale-up environment.
• Demonstrated success in building relationships with stakeholders.

Responsibilities

• Advocate for customer success throughout the organization.
• Deliver onboarding and ongoing training for clients.
• Manage account renewals and identify growth opportunities.
• Collaborate with internal teams to resolve client issues.

Skills

Customer advocacy

Relationship building

Training delivery

Account management

Product expertise

Commercial awareness

Strategic thinking

Excellent communication

Collaboration

Job description

The Customer Success Manager acts as a key member of the customer team, reporting to the Customer Success Lead. This role is critical to ensuring customer satisfaction, retention and growth. The successful candidate will have a proven track record in start-up/scale-up environments and will be responsible for onboarding and supporting product adoption within our existing account base.

Responsibilities

• Proactively advocate for the customer's success by representing their voice and needs across all internal departments, while also acting as a key partner in helping them maximise the value of Airbox.
• Develop and build deep relationships with customer programme managers and operators, and develop them into Airbox champions and advocates.
• Deliver onboarding to new customers and ongoing training in line with service agreements.
• Work closely with the sales organisation to share where there are account risks or opportunities identified.
• Own the contract renewal process and ensure consistent growth within accounts.
• Identify and action opportunities for proactive outreach where there are indicators for account risks and opportunities (for example, user inactivity, product adoption opportunities).
• Acquire a thorough understanding of market and customer needs and requirements, reflecting this internally to develop and enhance our products.
• Demonstrate deep product expertise, enabling you to deliver in-depth client trainings and consultations.
• Proven experience leading growth in a start-up/scale-up tech company.
• Preferably experienced in the public sector.
• Demonstrated success as a Customer Success Manager.
• Experience thriving in a fast‑paced, dynamic environment where priorities can shift quickly.
• Commercially Savvy: Not a sales role, but you are commercially experienced in working on renewals and nurturing growth opportunities.
• Proactive Mindset: Solution focused and gets things done. You constantly seek to improve internal and external processes.
• Dynamic: Able to thrive in a fast paced, rapidly changing environment and drive results.
• Strong Collaborator: An expert collaborator, you partner with internal teams to proactively solve client issues and deliver a seamless customer experience.
• Strong Communicator: Excellent communication skills, with the ability to effectively engage with stakeholders at all levels.
• Executive Presence: Demonstrates confidence, credibility, professionalism, and the ability to influence and inspire others.
• Strategic Thinker: Able to develop and execute strategic plans that align with company goals.
• Customer Centric: Passionate about delivering exceptional customer experiences and building long‑term relationships.
• Results Oriented: Focused on achieving targets and driving business outcomes.

Why Airbox?

You're more likely to love your work when that work has a purpose, when it's meaningful and when it's protecting lives. And, at Airbox Systems, it will. Here's why.

We are driven by passion and great people who share our enthusiasm for trying to make the world a better place. Our friendly team includes individuals with backgrounds in military, aviation, and law enforcement. Our experience brings first‑hand insight into frontline operations in the air and on the ground to enable cutting‑edge concepts for improving the service that we deliver. At Airbox, our values can be described as behavioral guidance. They are the principles and beliefs that provide a cohesive vision and define who we are as a business. In doing so, they define our organisation internally, and externally with our stakeholders and customers. In essence, they are our “true north” that help us to navigate our organisation through prosperous times as well as uncertain periods. Our company beliefs and values are embodied in our culture. Whilst we celebrate the diversity of the people we work with, there are certain values and attributes all of us share - whatever your background, these are the qualities we are looking for in the people we hire: Commitment, Positive Realism, Ethics, Accountability, Humanity, Quality, and Delight.

Benefits

• Salary: up to £40,000, depending on experience.
• The chance to work with a passionate team that's working together every day towards our shared big ambitious goal.
• A dynamic, flexible and fun scale‑up work environment with a highly talented team.
• 26 days holiday per year, plus public holidays.
• Private medical cover with Bupa for all our colleagues, as well as a Wellbeing Allowance each year.
• Pension scheme, offering up to 6% matching contribution.
• Up to 20 Nomad Working Days per annum.
• Personal Development budget.
• Electric Car Scheme.

Flexible & Hybrid Working

We said you'll get freedom to work in a way that is best for you, and that extends to being in the office - or not. Work better from home? No worries. Prefer the office? Come on down. We have 2 mandatory Townhall days; Spring and Autumn, where the whole business gets together. When you visit the office you won't just find rows and rows of desks. No, you'll find our colleagues meeting on the walking pads, having planning sessions over a game of tennis table or grabbing a bean bag in our “Quality” collaborative space - that's right we live our values so much, we named our meeting spaces after them. You can also shape work around your life at Airbox Systems; most colleagues work our core hours of 9am‑5pm with others flexibly between 7am‑7pm. Whether you're fitting in a spin class or the school run, you'll have the flexibility for whatever matters most. All we ask in return is that you produce great work, but when you're working with passionate people, that part comes naturally.

Connect with us: Interested in the role, or Airbox in general, but you don't meet 100% of the requirements? We'd love to hear from you! We encourage you to connect with us here; we'd be excited to see if your unique skill set and experience could be a match for future roles.