Customer Success Manager

Identify Solutions; Milton Keynes; Hybrid; GBP 42,000 - 45,000; Full time

Benefits offered by this job

Hybrid work

Two days in Milton Keynes

Job summary

Identify Solutions is seeking a Customer Success Manager in Milton Keynes on a hybrid basis. You will own a portfolio of mid-market SaaS customers, drive retention, adoption and account growth, and partner with product and sales to maximise value.

You'll manage onboarding, run business reviews, identify upsell opportunities and champion customer outcomes while navigating a fast-moving environment. Hybrid model includes two days in Milton Keynes.

Qualifications

• Experience managing SaaS customers through the full lifecycle.
• Strong focus on retention and renewal in mid-market accounts.
• Proven ability to identify and close upsell opportunities.
• Comfort engaging with senior HR, People and business leaders.
• Ability to interpret customer data and provide strategic recommendations.
• Experience working in fast-moving environments with shifting priorities.

Responsibilities

• Manage a portfolio of mid-market SaaS customers.
• Lead onboarding and implementation activities.
• Build relationships with senior HR and business stakeholders.
• Drive platform adoption and customer engagement.
• Conduct regular business reviews and strategic planning.
• Identify retention risks and manage customer health.
• Create and progress upsell and expansion opportunities.
• Deliver on customer satisfaction, retention and revenue targets.
• Collaborate with Product and other internal teams.
• Maintain accurate customer data and success plans in CRM.

Skills

SaaS account management

Customer retention

Upsell & expansion

Stakeholder management

Data-driven decisions

Job description

Customer Success Manager

£42,000-£45,000 + 15% Bonus | Hybrid (Milton Keynes, 2 days per week)

We're partnering with a high-growth, venture-backed SaaS business that is transforming how organisations understand and engage their people.

With hundreds of customers across the UK and an innovative platform trusted by mid-sized and enterprise organisations, the company is entering an exciting new phase of growth. They're investing heavily in product innovation, adopting AI throughout the business, and continuing to expand their Customer Success function.

As a result, they're looking for an experienced Customer Success Manager to take ownership of a portfolio of mid-market customers and play a key role in driving retention, adoption and account growth.

The Opportunity

This is a genuine end-to-end Customer Success role, giving you ownership of the full customer journey from onboarding through to renewal.

You'll become a trusted advisor to customers, helping them maximise value from the platform, achieve their objectives, and identify opportunities for long-term partnership growth.

This is not a low-touch account management position. Success requires strong organisation, commercial awareness, attention to detail and the ability to thrive in a fast-moving, evolving environment.

Key Responsibilities

• Managing a portfolio of mid-market SaaS customers
• Leading onboarding and implementation activities
• Building relationships with senior HR, People and business stakeholders
• Driving platform adoption and customer engagement
• Conducting regular business reviews and strategic planning discussions
• Identifying retention risks and proactively managing customer health
• Creating and progressing upsell and expansion opportunities
• Delivering against customer satisfaction, retention and revenue targets
• Working cross-functionally with Product, Customer Experience and other internal teams
• Maintaining accurate customer data and success plans within CRM systems

About You

We're keen to speak with individuals who can demonstrate:

• Experience managing SaaS customers through the full client lifecycle
• Strong customer retention and renewal experience
• Commercial responsibility within an existing customer portfolio
• A track record of identifying and delivering account growth opportunities
• Experience working with HR, People, Employee Experience or related stakeholders
• Confidence engaging with senior decision-makers and business leaders
• The ability to interpret customer data and provide strategic recommendations
• Practical use of AI tools to enhance productivity, efficiency or customer outcomes
• Experience operating in a fast-paced, changing environment where priorities can shift quickly

Why Consider It?

• Join a rapidly growing SaaS business in a high-demand market
• End-to-end ownership of customer relationships
• Significant autonomy and trust from leadership
• Opportunity to influence how Customer Success evolves as the company scales
• Strong culture focused on collaboration, continuous improvement and accountability
• Hybrid working model with two days per week in Milton Keynes

£42,000-£45,000 base salary plus 15% bonus and additional benefits If you're a Customer Success professional who enjoys balancing customer outcomes with commercial responsibility and wants to join an ambitious, growing software business, we'd love to hear from you