Customer Success Manager

JR United Kingdom; Manchester; On-site; GBP 40,000 - 70,000; Full time

Job summary

An innovative tech company in Manchester is seeking a dynamic Customer Success Manager to enhance client relationships and drive customer satisfaction in the SaaS sector. In this pivotal role, you will manage a diverse portfolio of clients, ensuring they derive maximum value from the company's solutions. Your expertise in communication and problem-solving will be essential as you collaborate across teams to advocate for customer needs and identify growth opportunities. If you're passionate about helping customers succeed and thrive in a fast-paced environment, this is the perfect opportunity for you.

Benefits

30 days holiday

Flexible bank holidays

Progressive parental leave

Private healthcare insurance

Wellbeing support

Discounted gym memberships

Life assurance

Income protection

Qualifications

• Proven experience in Customer Success or Account Management within a SaaS environment.
• Strong communication and relationship-building skills.

Responsibilities

• Manage a portfolio of B2B SaaS clients, ensuring product adoption and satisfaction.
• Identify upsell opportunities while reducing churn.

Skills

Customer Success Management

Account Management

Communication Skills

Problem Solving

Relationship Building

Commercial Mindset

Tools

HubSpot

Salesforce

Gainsight

Job description

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Are you a people-first problem solver with a passion for driving customer success in the SaaS space? We're looking for an experienced Customer Success Manager to join our fast-growing tech company in central Manchester.

You'll play a key role in building long-term relationships with our customers, ensuring they get maximum value from our solutions while helping us grow through retention, upsell, and advocacy.

• Competitive base salary + a market-leading discretionary bonus
• 30 days holiday (including flexible bank holidays), increasing to 32 after 1 year
• Progressive parental leave policies
• Company sick pay, private healthcare insurance + virtual GP, wellbeing support (incl. discounted gym memberships), life assurance, & income protection

What you’ll be doing:

• Own and manage a portfolio of B2B SaaS clients, acting as their main point of contact post-sale
• Drive product adoption, engagement, and satisfaction through onboarding, training, and regular touchpoints
• Identify opportunities for expansion and upsell while reducing churn
• Collaborate cross-functionally with Sales, Product, and Support to represent the voice of the customer
• Monitor customer health and proactively address potential issues
• Contribute to the development of customer success processes, playbooks, and best practices

What we’re looking for:

• Proven experience in a Customer Success or Account Management role within a SaaS environment
• Strong communication, relationship-building, and problem-solving skills
• Commercial mindset with experience identifying upsell opportunities
• Ability to juggle multiple clients, priorities, and timelines in a fast-paced environment
• Familiarity with CRM systems and customer success tools (e.g. HubSpot, Salesforce, Gainsight, etc.)
• A proactive, self-motivated attitude with a genuine desire to help customers succeed

This is an urgent role, if you match the skill set, please email your CV to [emailprotected] or call me on 0161 840 1025