Customer Success Manager

Pareto (Randstad); London; On-site; GBP 40,000 - 60,000; Full time

Job summary

A technology company in London is seeking a proactive Customer Success Manager to enhance customer experiences. Responsibilities include onboarding, building relationships, and driving customer retention. The ideal candidate has 3-5 years in a client-facing role, strong communication skills, and familiarity with CRM tools. This is a full-time, office-based position.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or similar role.
• Ability to interpret customer data and trends.
• Experience in a customer-facing environment.

Responsibilities

• Guide new customers through onboarding and implementation.
• Build long-term relationships with customers.
• Drive customer retention and upsell opportunities.
• Act as the voice of the customer internally.
• Track customer metrics and address risks or issues.
• Deliver training sessions for maximum product adoption.
• Run the renewals process smoothly.

Skills

Strong communication skills

Interpersonal skills

Analytical mindset

CRM tools familiarity

Customer satisfaction focus

Tools

HubSpot

Job description

Customer Success Manager

London - office based

About Our Client

Our client is a technology company with two unique solutions: Guardian, which provides IT estate visibility and auditing for compliance and governance , and Alchemy, which separates applications from infrastructure to enable innovation and accelerate cloud migrations. They work in a collaborative environment with a focus on continuous improvement and customer satisfaction. Their close partnerships include AWS, Microsoft, and Google, and their clients range from large financial organizations to public sector departments.

About the Role

We are seeking a proactive and empathetic Customer Success Manager to join our client team in a key strategic position. This is a full-time, office based role with the office in London. As the trusted advisor and advocate for their customers, you will work cross-functionally with the Sales, Product, Professional Services, and Support teams to deliver a seamless and impactful customer experience.

Key Responsibilities

• Guide new customers through the onboarding process, ensuring a smooth and successful implementation.
• Build strong, long-term relationships with customers, understanding their goals, and aligning our solutions to meet their needs.
• Drive customer retention and identify opportunities for upselling or cross-selling.
• Act as the voice of the customer internally, providing feedback to Product and Engineering teams to improve the user experience.
• Track customer health metrics and proactively address any risks or issues.
• Deliver training sessions and create resources to help customers maximize product adoption.
• Run the renewals process, ensuring each customer experiences a seamless transition to their new term.

About You

• Proven experience (3-5 years) in a Customer Success, Account Management, or similar client-facing role is essential.
• You should have strong communication and interpersonal skills.
• An analytical mindset with the ability to interpret customer data and trends is key.
• Familiarity with CRM tools (e.g., HubSpot) is required.
• A passion for customer satisfaction and problem-solving is a must.

What will make you stand out:

• Experience in the software industry.
• Excellent presentation and meeting facilitation skills.
• A track record of working in a customer-facing environment and driving initiatives to ensure or improve customer ROI.
• The ability to digest complex data and relay it to customers in a manageable, clear, and concise way.