Customer Success Manager

SmartSearch; Ilkley; Hybrid; GBP 45.000 - 65.000; Vollzeit

Benefits dieser Stelle

25 days holiday rising to 30 with each

Private Medical Insurance

Company pension scheme

Life Assurance – 4x annual salary

Volunteer day

DE&I initiatives

Cycle to work scheme

Zusammenfassung

SmartSearch, a UK-based AML verification software provider, is seeking a Customer Success Manager to nurture Strategic Accounts, renew with confidence and drive growth. The role emphasizes high-touch engagement, risk-aware planning and value-led conversations with senior stakeholders.

You will manage a portfolio of mid-market to high-value customers, use HubSpot for health and renewal signals, and collaborate across teams to expand product adoption, including Credas identity verification.

Qualifikationen

• Experience in account management or customer success, managing a portfolio of mid-market or high-value B2B customers.
• Track record of meeting retention and expansion targets.
• Strong commercial skills, including renewal negotiation and value-led selling.
• Confident building relationships with senior stakeholders and decision makers.
• Experience building and running account plans.
• Disciplined CRM use and forecasting, ideally in HubSpot.
• Experience in regulated sectors such as financial services, legal, property or accountancy.
• Working knowledge of MEDDIC or a similar sales methodology.
• Understanding of AML, KYC or identity verification.

Aufgaben

• Own a portfolio of Strategic Accounts and their retention and growth targets.
• Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps.
• Manage the portfolio using health, usage, renewal and expansion signals in HubSpot.
• Build strong relationships with key stakeholders, including decision makers and executive sponsors.
• Meet customers in person where it adds value, with clear success criteria agreed beforehand.
• Run adoption and value reviews that show the impact SmartSearch is having on each customer's business.
• Agree success criteria with customers and track progress against them.
• Capture value evidence, case studies and testimonials.
• Lead renewal conversations and negotiations and manage contractual obligations.
• Identify and own value-led expansion opportunities, using sector propositions and expansion routes.
• Introduce new products and developments where they solve a customer need, including Credas identity verification.
• Forecast accurately each week and month and bring opportunities forward where possible.

Kenntnisse

Account management

Customer success

Renewal negotiation

Relationship building

Forecasting

MEDDIC

AML/KYC knowledge

Tools

HubSpot

Jobbeschreibung

Location: Hybrid / Ilkley LS29 8FL, UK
job type: Permanent / Full-time
Sector and subsector: Client Services | Account Management
Salary: Competitive salary

SmartSearch’s distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

The Customer Success Manager makes sure our Strategic Account customers get clear value from SmartSearch, renew with confidence and grow where it makes sense for them.

The role keeps high-touch activity proportionate to each customer's value, complexity, risk and opportunity. It uses health, usage and renewal signals to decide where to engage, so every conversation has a clear outcome, risk or growth purpose.

Customer Success is central to SmartSearch's ambition to reach £100M revenue by FY30. This role is pivotal to that goal.

VARIED DAY TO DAY RESPONSIBILITIES

Portfolio and account planning

• Own a portfolio of Strategic Accounts and their retention and growth targets.
• Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps.
• Manage the portfolio using health, usage, renewal and expansion signals in HubSpot.
• Keep HubSpot accurate, including contacts, account records, activity and forecasts.

Stakeholders and relationships

• Build strong relationships with key stakeholders, including decision makers and executive sponsors.
• Maintain contact maps so each account has more than one relationship and access to decision makers.
• Meet customers in person where it adds value, with clear success criteria agreed beforehand.

Adoption and value

• Run adoption and value reviews that show the impact SmartSearch is having on each customer's business.
• Agree success criteria with customers and track progress against them.
• Capture value evidence, case studies and testimonials.

Renewal and risk

• Build renewal readiness well ahead of renewal dates.
• Spot risk early and act quickly to protect the relationship and revenue.
• Lead renewal conversations and negotiations and manage contractual obligations.

Expansion

• Identify and own value-led expansion opportunities, using sector propositions and expansion routes.
• Introduce new products and developments where they solve a customer need, including Credas identity verification.
• Forecast accurately each week and month and bring opportunities forward where possible.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

• Experience in account management or customer success, managing a portfolio of mid-market or high-value B2B customers.
• Track record of meeting retention and expansion targets.
• Strong commercial skills, including renewal negotiation and value-led selling.
• Confident building relationships with senior stakeholders and decision makers.
• Experience building and running account plans.
• Disciplined CRM use and forecasting, ideally in HubSpot.
• Experience in regulated sectors such as financial services, legal, property or accountancy.
• Working knowledge of MEDDIC or a similar sales methodology.
• Understanding of AML, KYC or identity verification.

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality
• Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
• Great Place To Work Certified 2022
• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
• We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE&I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

COMPANY BENEFITS

• 25 days holiday rising to 30 with each year of service
• Private Medical Insurance covering dental and optical
• Company pension scheme
• Life Assurance – 4x your annual salary
• 1 day paid volunteering per year
• Enhanced maternity / paternity offerings
• Employee Assistance Programme
• Cycle to work scheme