Customer Success Manager

Checkit plc; London; Remote; GBP 40,000 - 60,000; Full time

Job summary

A leading company in customer solutions is seeking a Customer Success Manager to manage key accounts and enhance customer engagement. This role requires a proactive individual with substantial experience in Customer Success within the SaaS sector. You will collaborate with customers to ensure they maximize value from our services while navigating cross-functional teams to drive solutions. The position allows for remote work with occasional visits to the office.

Benefits

Generous leave allowance

Birthday off

Mental wellbeing days

Life insurance

Paid sick days

Health cash plan

BUPA dental coverage

Income protection insurance

Access to learning courses

Remote-first culture

Qualifications

• Experience in Customer Success, Account Management or Sales in SaaS or IoT.
• Ability to build and manage strong customer relationships across levels.
• Strong analytical thinking and problem-solving skills.

Responsibilities

• Managing a portfolio of customer accounts from onboarding to renewal.
• Ensuring revenue retention and building customer success plans.
• Identifying churn risk and implementing retention strategies.

Skills

Customer Success

Account Management

Sales

Relationship Building

Analytical Thinking

Problem Solving

Tools

MS Office

Job description

Customer Success Manager

Application Deadline: 6 June 2025

Department: Sales

Employment Type: Permanent - Full Time

Location: London / remote

Reporting To: Ellie Baverstock - Head of Customer Success

Description

Mostly remote with occasional visits to Cambridge & London offices

Checkit uniquely combines smart sensors and workflow software to provide the analytics and insights that complex organisations need to deliver a safer, more efficient and streamlined service to their customers. Our clients are spread across the healthcare, biopharma, assisted living, food service and facilities management sectors.

As a result of our continued growth we are adding a new role to our UK based Customer Success team. Reporting to our Head of Customer Success, this new CSM will play a vital role in partnering with our UK and RoW customers (non US) to ensure Customers are successfully utilising the Checkit system and therefore continually renew and expand their contract with us. Success is defined on a Customer by Customer basis, you will work to understand the Customer's goals and priorities with Checkit and help them to achieve those. You will be responsible for managing and developing a portfolio of tier 1 and 2 accounts throughout their lifecycle, focusing on strong onboarding to mitigate churn risk and open up growth opportunity. You will be looking to expand relationships and create a talk track in parallel and beyond the sale.

We’re looking for an experienced Customer Success professional, interested in working for a scale-up whose offering includes both a workflow software platform and sensor hardware installed on customer sites, with a complex customer journey. You’ll have experience of delivering against a strategic Customer Success plan, the mindset to live and breathe our product, and plenty of examples of where you’ve maximised account value and increased sales.

What you'll be doing

• Managing and developing a portfolio of customer accounts in the UK/Rest of World territory throughout their lifecycle with Checkit from onboarding to renewal and beyond.
• Ensuring revenue retention from your customer portfolio.
• Building and delivering customer success plans in partnership with the UK/Rest of World Sales and Account Management team.
• Working proactively amongst accounts to identify and mitigate risk.
• Monitoring customer data to identify trends and areas of improvement.
• Developing relationships and nurturing internal champions within customer accounts.
• Collecting use cases and ROI details, developing positive user stories that help to sell Checkit services to other customers and potential future ones.
• Being the voice of the customer within Checkit, navigating internal teams to resolve problems and develop solutions.
• Supporting the development of a customer community and leveraging that to develop customer engagement strategies.
• Shaping the ongoing development of the Customer Success team at Checkit. You will be supported to bring in new ideas and initiatives to improve Customer experience.
  
  

What we're looking for

• Substantial experience in Customer Success, Account Management or Sales or other customer-facing positions in or around the SaaS or IoT sectors, is essential.
• Ability to build and manage strong customer relationships, developing relationships with multiple stakeholders across all levels of the business, and identifying cross sell or upsell opportunities.
• Ability to identify churn risk within customers, and implement customer success strategies to retain these accounts.
• Able to identify your most important customers and prioritise your time accordingly, ensuring you spend most of your energy where most value can be added.
• The drive to understand a customer’s business and what is important to them.
• Enthusiasm to understand our products and services, immersing yourself in what we do and how it benefits customers, in order to maximise your effectiveness in the role.
• Ability to own and manage customer issues, problems and complaints, resolving quickly to the satisfaction of the customers.
• Proven ability to influence cross functional teams (eg Product and Sales) to get things done and hold colleagues to account.
• Ability to instigate positive change, identifying improvements and executing new ideas and solutions.
• Relationship building skills, able to maintain strong relationships at all levels.
• Strong analytical thinking, process development and improvement, problem solving, delegation and planning skills.
• High IT literacy with MS Office skills and the ability to pick up new systems quickly. Able to create content for customers including email templates.
• Ability to work within a team, with strong communication skills.
• Able to prioritise your time effectively, ensuring you spend most of your energy where most value can be added.
• Able to listen and understand a customer’s business and what is important to them.
• Ability to work cross-functionally across the business, from Sales to Operations.
• High energy, get things done, delivery mentality.
• People person who loves working with and engaging with others.
• Drive and appetite to learn, and enthusiasm try out new skills.
• An excitement to work with a large and varied customer base and to learn about different industries.
• Enthusiasm to understand our products and services, immersing yourself in what we do and how it benefits customers, in order to maximise your effectiveness in the role.
• Keen to learn new concepts and skills.
• A real doer, willing to get your hands dirty.
• Ambitious with a strong desire to progress.

What's in it for you

Checkit offer a range of benefits designed to give you the opportunity to learn and develop your skills, provide for your future, look after your routine healthcare, and feel protected if life throws you a curve ball. Our benefits include:

• Everyone gets a generous amount of leave, above the statutory levels, to help you rest and recharge
• Your birthday off in addition to your annual leave allowance
• 2 mental wellbeing days off per year, to take the time to reset and look after yourself
• Life insurance at 2x your basic salary
• Up to 20 paid sick days in any rolling 12 month period
• Income protection insurance to pay your wages if you need extended time off work due to illness
• Health cash plan to help with the costs of optical, dental and support for your mental wellbeing
• BUPA dental coverage for additional help with the costs of routine dental treatment
• Access to Help@Hand health & wellbeing app
• Contributory pension scheme
• Share award scheme, allowing you to be rewarded for our future success
• Enhanced maternity and paternity pay, and paid loss of pregnancy leave
• Up to 60 days “work from anywhere” per year, allowing you to work from overseas
• Unlimited access to thousands of courses on LinkedIn Learning

In addition, we have a remote-first, work-where-it-works culture, meaning that in most jobs, you’ll be able to work from home for the majority of the time, going to one of our offices in Cambridge, Fleet or London only when you need to collaborate with your team.