Customer Success Manager

Gem Partnership; Peterlee; Remote; GBP 60,000 - 80,000; Full time

Job summary

A leading recruitment agency is seeking a Customer Success Manager to drive engagement and satisfaction for a portfolio of customers. The ideal candidate will have over 3 years of experience in Customer Success or Account Management within a SaaS environment. This position is remote-based with occasional travel to the Bristol HQ for meetings and events. Candidates should possess strong communication skills and a data-driven mindset.

Qualifications

• 3+ years in Customer Success, Account Management, or Client Engagement in a SaaS environment.
• Proven track record of driving customer adoption and retention through proactive engagement.
• Empathy and a passion for helping customers succeed.

Responsibilities

• Drive engagement and satisfaction for a portfolio of customers.
• Collaborate with Product, Sales, and Marketing to advocate for customers.
• Develop tailored engagement strategies to enhance product usage.

Skills

Customer Success management

Excellent communication skills

Data-driven mindset

Project management

Interpersonal skills

Tools

HubSpot

Salesforce

Job description

As a Customer Success Manager, you will be the trusted advisor and primary point of contact for a portfolio of customers. Your focus will be to drive engagement, adoption, and satisfaction, ensuring users are getting maximum value from our platform. You'll collaborate cross-functionally with Product, Sales, and Marketing to champion the customer's voice internally and foster long-term loyalty.

End User Engagement & Adoption

• Develop a deep knowledge of the profile of each end user group understanding their goals, use cases, success metrics, and, most importantly, how our system drives value for them on a daily basis.
• Based on this understanding, create tailored engagement strategies to drive consistent product usage and adoption.
• Partner with Marketing to develop engagement campaigns and educational content.

Relationship Management

• Build strong, consultative relationships with key stakeholders and end users across the customer base.
• Serve as the primary point of contact for all operational questions.
• Monitor customer health, proactively addressing risk and identifying growth opportunities.

Retention & Expansion

• In collaboration with the Account Management team, conduct Quarterly Business Reviews with key strategic accounts helping drive adoption and platform engagement.
• Collaborate with AM's and Sales to identify upsell and renewal opportunities.
• Lead customer advocacy initiatives - gather testimonials, case studies, and referrals.

Feedback & Continuous Improvement

• Gather and share product feedback with internal teams to inform product roadmap.
• Be an advocate for customer and end user needs across the organisation.
• Track engagement metrics and report on customer health scores, usage trends, and satisfaction.

Qualifications

• 3+ years in Customer Success, Account Management, or Client Engagement in a SaaS environment.
• Proven track record of driving customer adoption and retention through proactive engagement.
• Excellent communication, presentation, and interpersonal skills.
• Data-driven mindset with experience using tools like HubSpot, Salesforce, or similar.
• Strong organizational and project management skills.
• Empathy and a passion for helping customers succeed.
• Experience in construction industry.
• Familiarity with customer success KPIs (e.g., NPS, churn rate, feature adoption rates).
• Background in customer training, product enablement, or customer marketing.

The role is remote-based, although you will be required to travel to their Bristol HQ occasionally to attend sales meetings and/or events.

If you feel you have the qualities our client is seeking, please forward your CV and covering letter indicating your current package to Graeme Parker at GEM Partnership or for a discreet conversation call our Peterlee office. GEM Partnership is acting as an employment agency on this vacancy. To stay safe in your job search we recommend that you visit JobsAware, a non-profit, joint industry and law enforcement organisation working to combat job scams. Visit the JobsAware website to get free, expert advice for safer job search.