Customer Success Manager

Addition Solutions; London Borough of Southwark; Hybrid; GBP 32,000 - 45,000; Full time

Job summary

Addition Solutions in London is seeking a Customer Success Manager for a 6-month fixed-term contract to strengthen relationships with public sector customers, drive onboarding, and ensure high platform adoption. You will collaborate with product, technical and strategy teams to translate feedback into improvements.

The role offers hybrid working in Central London, with 3 days on-site per week, and a salary range of £32,000–£45,000 pro rata.

Qualifications

• 3+ years in Customer Success or account management.
• Experience onboarding customers and managing SaaS implementations.
• Strong stakeholder management and communication skills.
• Experience with public sector procurement tech is a plus.
• Ability to translate requirements into practical solutions.

Responsibilities

• Own and develop relationships with public sector customers, becoming their trusted point of contact throughout the customer lifecycle.
• Lead customer onboarding and implementation, ensuring a smooth transition and strong adoption of the platform.
• Manage inbound queries, customer communications and escalations, delivering a consistently high standard of service.
• Run regular customer reviews, monitoring satisfaction, performance and opportunities for improvement.
• Work closely with product, technical and strategy teams to turn customer feedback into meaningful platform improvements.
• Develop and refine customer success processes, including onboarding frameworks, reporting and account health tracking.
• Manage relationships with supplier partners, supporting engagement, onboarding and ongoing account development.
• Identify opportunities for renewals, account growth and increased platform adoption alongside senior leadership.
• Monitor project delivery, budgets and commercial risks to ensure customer expectations and business objectives remain aligned.

Skills

Customer Success

Account Management

SaaS / Tech

Public Sector Experience

Stakeholder Management

Onboarding & Implementation

Job description

Customer Success Manager (6 Month Fixed Term Contract)

We're working with an ambitious technology business that's transforming how public sector organisations manage procurement and connect with suppliers. Already making an impact across the UK, they're entering an exciting phase of growth and need a Customer Success Manager to help strengthen relationships, improve customer experience and shape how their service evolves.

Role Overview

• Location: Central London/ Hybrid (3 days per week)
• Package: £32,000- £45,000 Pro Rata
• Role Type: Fixed Term Contract for 6 months with potential for conversion to permanent.
• Industry: SaaS / Technology / Public Sector Procurement

What You’ll Be Doing

• Own and develop relationships with public sector customers, becoming their trusted point of contact throughout the customer lifecycle.
• Lead customer onboarding and implementation, ensuring a smooth transition and strong adoption of the platform.
• Manage inbound queries, customer communications and escalations, delivering a consistently high standard of service.
• Run regular customer reviews, monitoring satisfaction, performance and opportunities for improvement.
• Work closely with product, technical and strategy teams to turn customer feedback into meaningful platform improvements.
• Develop and refine customer success processes, including onboarding frameworks, reporting and account health tracking.
• Manage relationships with supplier partners, supporting engagement, onboarding and ongoing account development.
• Identify opportunities for renewals, account growth and increased platform adoption alongside senior leadership.
• Monitor project delivery, budgets and commercial risks to ensure customer expectations and business objectives remain aligned.

Main Skills Needed

• 3+ years' experience in Customer Success, Account Management, Technical Account Management or Customer Delivery.
• Experience working in a Start Up or Scale Up environment would be advantageous.
• Proven experience onboarding customers, managing implementations and supporting digital platforms or SaaS products.
• Strong stakeholder management skills, with the confidence to build relationships and navigate challenging conversations.
• Experience identifying and improving processes, templates or playbooks utilised within a Customer Success function.
• Excellent organisational skills, with experience managing multiple accounts, projects and competing priorities.
• Ability to work collaboratively with technical and product teams, translating customer requirements into practical solutions.
• A proactive, commercially aware approach to customer retention, satisfaction and account development.
• Comfortable working independently in a fast-paced, growing business where processes are continually evolving.
• Experience within public sector organisations or procurement technology would be beneficial, but isn't essential.

What’s in It for You

• Real Ownership: Take responsibility for key customer relationships and directly influence how the customer success function develops.
• Career Development: Join a growing technology business where you'll have the opportunity to expand your responsibilities as the company scales.
• Meaningful Impact: Work on technology that's improving how public sector organisations operate and helping businesses access new opportunities.
• Collaborative Culture: Work alongside a close-knit, ambitious team that values quality, innovation and customer experience.
• Senior Leadership Exposure: Collaborate directly with decision-makers and contribute to commercial and product strategy.
• Autonomy & Influence: Help build processes, shape customer engagement and make a visible difference to the business.

We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.