Customer Success Manager

Sphere Digital Recruitment; Leicester; Hybrid; GBP 60,000 - 80,000; Full time

Job summary

A dynamic technology company in the UK is seeking a Senior Client Success Manager to enhance client relationships and drive retention in the aviation sector. This remote/hybrid role involves onboarding, strategic planning, and collaboration with multiple stakeholders. Ideal candidates will demonstrate strong B2B SaaS experience, excellent communication, and a proactive approach to client management. Join a fast-growing team transforming risk management in aviation.

Qualifications

• Proven experience managing high-value client relationships in B2B SaaS.
• Confident communicator comfortable leading tough conversations.
• Strong commercial instincts and proactive mindset.

Responsibilities

• Lead onboarding and ongoing training for new clients.
• Act as the trusted advisor for your accounts.
• Build client success plans based on business outcomes.
• Own retention and renewals, including upsell opportunities.
• Partner cross-functionally to enhance client experience.
• Use product usage data to identify risks and opportunities.
• Mentor junior CS team members.

Skills

Client relationship management

Communication with C-suite

Commercial instincts

Prioritization

Experience with CS platforms

Tools

CS platforms

Job description

We're Hiring: Senior Client Success Manager (Remote/Hybrid, UK-based)

Looking to take your client success career to the next level? Join a fast-growing company transforming risk management in the aviation industry.

We're looking for a Senior Client Success Manager to build and nurture long-term relationships with key enterprise clients. This role is all about driving retention, delivering value, and being a strategic partner to some of the most recognisable names in aviation.

What You'll Be Doing:

• Lead onboarding and ongoing training for new clients especially large, multi-stakeholder accounts

• Act as the trusted advisor for your accounts, owning everything from regular check-ins to QBRs

• Build client Success Plans that tie to real-world business outcomes

• Own retention and renewals, including growing multiyear contracts and uncovering upsell opportunities

• Partner cross-functionally with Sales, Product, Tech, and Marketing to make the client experience exceptional

• Use product usage data to spot risks and opportunities and act on them fast

• Capture and escalate feedback to drive meaningful product improvements

• Mentor junior CS team members and act as a point of escalation when things get complex

What You Bring:

• Proven experience managing high-value client relationships in B2B SaaS

• Great communicator confident with C-suite and comfortable leading tough conversations

• Strong commercial instincts and a proactive mindset

• Able to juggle multiple priorities and stakeholders with ease

• Hands-on experience with CS platforms (bonus if you've used Planhat)

Sphere Digital Recruitment currently have a variety of job opportunities across digital so feel free to get in touch with us to find out how we can help you. Please take a look at our website.

Sphere is an equal opportunities employer. We encourage applications regardless of ethnic origin, race, religious beliefs, age, disability, gender or sexual orientation, and any other protected status as required by applicable law.

If you require any adjustments or additional support during the recruitment process for any reason whatsoever, please let us know.