Customer Success Manager

JR United Kingdom; Newcastle upon Tyne; On-site; GBP 40,000 - 60,000; Full time

Job summary

A leading company in the IOT/Telematics sector is seeking a Customer Success Manager based in Newcastle upon Tyne. This role focuses on enhancing customer relationships, ensuring retention, and supporting business growth through effective communication and management of customer accounts. The ideal candidate will have extensive experience in Customer Success management within a SaaS environment, demonstrating strong analytical and organizational skills. This position is offered on a 12-month extendable contract, working in a hybrid format.

Qualifications

• Mandatory experience in Customer Success/Account Management with proven records of retention/growth.
• Fluent in English with excellent communication skills.
• Strong understanding of contractual matters in a B2B environment.

Responsibilities

• Manage customer inquiries related to contracts, billing, and growth opportunities.
• Forecast and meet key performance metrics like customer retention rate.
• Proactively handle renewals and identify churn risks.

Skills

Communication

Analytical Skills

Time Management

Organizational Skills

Relationship Management

Education

Experience in Customer Success or Account Management

SaaS experience

Knowledge of IOT/Telematics products

Tools

SAP

Salesforce

Gainsight

Job description

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Customer Success Manager, newcastle-upon-tyne, tyne and wear

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Client:

Location:

newcastle-upon-tyne, tyne and wear, United Kingdom

Job Category:

Other

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EU work permit required:

Yes

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Job Views:

4

Posted:

31.05.2025

Expiry Date:

15.07.2025

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Job Description:

Tangent International are urgently looking for a Customer Success Manager to work a 12 month extendable contract based in Reading! (Hybrid)

What you’ll be doing:

The Customer Success Manager is an individual contributor role within our Global Customer Success organization. The Customer Success team is obsessed with guiding customers towards achieving their business objectives through value added interactions, expectation management and partnership with internal teams. As a Customer Success Manager, you will contribute to growing the book of business by effectively utilizing resources and tools as well as supporting internal teams. Key activities include but are not limited to maintaining a healthy book of business through digital and transactional interactions, identifying and managing churn risks, discovering growth and expansion sales opportunities, supporting internal teams with back-office tasks and activities.

Essential job functions:

• Deal with incoming customer inquiries related to contractual, product and other matters as well as escalations.
• Initiate outbound interaction with the customers to address existing outstanding issues, renewals and churn risks or potential growth opportunities.
• Assist customers and local teams with billing queries and related activities.
• Assist customers and local teams with contractual amendments and related activities.
• Actively look for growth, referral, and expansion sales opportunities.
• Actively cooperate with related stakeholders and teams across the globe.
• Forecast, execute and meet key performance metrics including but not limited to customer retention rate, customer satisfaction, net recurring revenue growth, time to resolution.
• Actively perform value added customer conversations throughout the life of their contract with the ultimate goal of customer retention and growth.
• Proactively manage renewals pipeline identifying and addressing potential risks.

What we’re looking for:

An ideal candidate should have knowledge and/or experience in Customer Success of the IOT/Telematics; SaaS experience is a must with a clear understanding of what drives customer retention and growth, as well as strong willingness to develop further.

We are looking for a professional with strong developed skills listed below:

• An experience and/or excellent understanding of Customer Success and/or Account/Relationship Management ideally with historical records of retention and growth of customer base (mandatory);
• An experience and/or excellent understanding of dealing with billing and contractual matters in B2B environment (mandatory);
• Fluent written and verbal communication in English are required (mandatory);
• Excellent communication, listening and analytical skills (mandatory);
• Previous experience working with SAP, Salesforce and Gainsight are an advantage (not mandatory);
• Excellent time management, organizational and prioritization skills (mandatory);
• General understanding about IOT products and solutions;
• Structured “can-do” approach to open matters and tasks in a demanding environment;
• Methodical and conscientious documentation skills;
• Willingness to develop while identifying opportunities over self-reflection.

**PLEASE NOTE** - This position will be inside IR35.