Customer Success Manager

Klipboard. Kerridge Commercial Systems (kcs); Leeds; On-site; GBP 45,000 - 65,000; Full time

Job summary

Klipboard, formerly Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard, delivering ERP and SaaS solutions to distributors, retailers and manufacturers worldwide. We are hiring a Customer Success Manager to own a portfolio of customers and become a strategic partner in their long-term success.

This role focuses on value delivery, adoption, risk reduction and measurable outcomes. As part of our team you will work closely with Product, Support, Professional Services and Sales to

Qualifications

• Experience in Customer Success, Account Management, or a customer-facing SaaS role.
• Strong relationship-building and stakeholder management skills.
• Commercial awareness and ability to connect customer activity to business value.
• Proactive, consultative and outcome-driven approach.
• Comfort with customer insights, data and CRM platforms.
• Ownership mindset with problem-solving and continuous improvement.

Responsibilities

• Owning customer relationships and driving successful business outcomes.
• Helping customers maximise adoption and value from Klipboard solutions.
• Identifying risks early and leading proactive recovery plans.
• Delivering strategic business reviews focused on outcomes and ROI.
• Acting as the voice of the customer across the organisation.
• Supporting renewals, retention, advocacy and growth opportunities.
• Collaborating cross-functionally to continually improve the customer experience.

Job description

Klipboard provides specialist software, services and support to deliver fully integrated trading and business management solutions to companies in the distributive trade - wherever they are in the world. With a unique depth of knowledge and experience in ERP/SaaS solutions, Klipboard has a wide range of clients includes wholesalers, distributors, merchants and retailers from small traders to multinational enterprises. Klipboard has offices globally including in the UK, Europe, South Africa and America. Our mission is simple: to design and deliver high performance, integrated ERP solutions that enable our distributive trade customers to source effectively, stock efficiently, sell profitably and service competitively. Now we're looking for a Customer Success Manager to take ownership of a portfolio of customers and become a strategic partner in their long-term success. This isn't a role focused on firefighting or account maintenance-it's about delivering measurable value, driving adoption, reducing risk, and helping customers achieve their goals.

Why This Role?

As a Customer Success Manager, you'll be at the heart of the customer journey, ensuring our customers realise the full value of Klipboard's ERP and SaaS solutions. You'll work closely with Product, Support, Professional Services, and Sales teams to create an outstanding customer experience and make a tangible impact on customer retention and growth.

Key Responsibilities

• Owning customer relationships and driving successful business outcomes
• Helping customers maximise adoption and value from our solutions
• Identifying risks early and leading proactive recovery plans
• Delivering strategic business reviews focused on outcomes and ROI
• Acting as the voice of the customer across the organisation
• Supporting renewals, retention, advocacy, and growth opportunities
• Collaborating cross-functionally to continuously improve the customer experience

What We're Looking For

• Experience in Customer Success, Account Management, or a customer-facing SaaS role
• Strong relationship-building and stakeholder management skills
• Commercial awareness and an ability to connect customer activity to business value
• A proactive, consultative, and outcome-driven approach
• Confidence working with customer insights, data, and CRM platforms
• Someone who takes ownership, solves problems, and drives continuous improvement

Company Info

You may also have seen from our recent posts that we are excited to begin sharing our new company name - Klipboard. Kerridge Commercial Systems (KCS) is becoming Klipboard and our new brand is designed to bring together our expertise across distribution, automotive, retail, rental, transport management, manufacturing, and field service management. We have offices based across the world and we are looking for talented individuals to join our growing teams. Due to our growth over the last few years it is an exciting time to join us as we enter our next chapter.

Equal Opportunities

As a global company, we value and respect the diversity of our workforce, aiming to empower everyone to embrace each other's differences. We are committed to creating an inclusive workplace where diversity, equity, and inclusion are integral to our company and culture. We recognize the benefits of a diverse workforce, where creativity and valuing differences enable us all to thrive and sparks innovation.

If you require any help, adjustments and/or support during the interview and offer process then please advise our TA or HR team.

Research shows that women and other underrepresented groups are less likely to apply for a role unless they meet every listed requirement. However, we recognise that skills and experience come in many forms, and we encourage you to apply even if you don't meet every criterion. If you are passionate about this role and believe you have the right mindset and transferrable skills, we would love to hear from you!