Customer Success Manager

ABR Talent l Customer Success Recruitment for Start-up & Scale-up SaaS businesses; Reading; On-site; GBP 60,000 - 72,000; Full time

Benefits offered by this job

20% annual bonus

Collaborative culture

Direct access to leadership

Job summary

A dynamic technology firm in Reading seeks a Customer Success Manager to shape the CS function and manage strategic relationships with over 20 clients. The ideal candidate has 5+ years in Customer Success within SaaS, demonstrates strong collaborative skills, and is comfortable in a fast-paced environment. The role offers a base salary of £60k with an additional potential £12k bonus, working alongside visionary leadership in an evolving startup phase.

Qualifications

• 5+ years in Customer Success, ideally in SaaS.
• Proven ability to build trust and coach junior talent.
• Experience with CS tools and CRM platforms.

Responsibilities

• Own relationships with 20+ strategic clients.
• Drive churn reduction and elevate customer experience.
• Collaborate with cross-functional teams to implement transformation plans.

Skills

Customer Success

Account Management

Client Services

Cross-functional collaboration

Change management

Analytical skills

Tools

Planhat

Salesforce

Job description

• PE-backed, fast-moving supplier management and spend control specialist.
• Well established (25 years), but focussing on the development of their Customer Success function as they optimise their SaaS proposition.

The Opportunity

Be one of the first true Customer Success Managers, taking the lead in shaping the CS function from scratch and driving real stability and impact.

• Own relationships with 20+ strategic clients, ranging from midmarket to enterprise, and play a pivotal role in reducing churn, improving value, and elevating the customer experience.
• Partner with visionary leadership and cross-functional teams to turn transformation plans into action. Your ideas will be welcomed!
• Join a small, forming team during an exciting "year 2 startup" phase. Your autonomy, adaptability, and willingness to execute as well as stabilise will be key.

The Ideal Candidate

• 5+ years in Customer Success, Account Management, or Client Services, ideally in SaaS, procurement, or finance-tech environments.
• Proven ability to build trust, coach junior talent, and work with midmarket and enterprise clients.
• Comfortable with ambiguity and changeable service offerings; excels at identifying areas for improvement and driving transformation.
• Strong cross-functional collaborator able to challenge the norm, while stabilising internal dynamics and keeping progress on track.
• Experience with CS tools (Planhat preferred, Gainsight/ChurnZero relevant) and CRM platforms (Salesforce).
• Strategic, analytical, and commercially aware; able to own metrics for churn reduction, client engagement, and CS-qualified leads.

The Package

• £60k base salary + up to 20% annual bonus (£12k potential).
• Join a growing team in a business driving major transformation—with investment, resources, and support.
• Monthly all-hands and collaborative culture; direct access to CCO and cross-functional leadership.