Customer Success Manager

This Is Prime Limited; Sunderland; On-site; GBP 42,000 - 60,000; Full time

Benefits offered by this job

Free parking

Office food & drinks

Share options

Flexible working arrangements

Job summary

This Is Prime Limited is seeking a Customer Success Manager to take ownership of the growing customer base and help shape the CS function as the business scales.

You'll own customers post-sale and manage the relationship throughout their journey, ensuring engagement, value, retention and growth. The role involves driving adoption, renewals, and collaborating with Sales and Product as the customer base expands.

Qualifications

• Customer Success or Account Management experience in a SaaS/technology business.
• Experience managing customer relationships beyond onboarding, including renewals and growth.
• Comfort with the commercial side of Customer Success and identifying growth opportunities.

Responsibilities

• Own a portfolio of B2B customers post-sale and manage relationships.
• Drive adoption and ongoing engagement across the customer journey.
• Monitor customer health and identify churn risks.
• Conduct regular customer reviews and proactive touchpoints.
• Own renewals and retention; identify upsell and cross-sell opportunities.
• Deliver product demos and training where needed.
• Build and improve CS processes and journeys; collaborate with Sales and Product.

Skills

Customer Success

Account Management

SaaS experience

Relationship management

Renewals & upsell

Job description

We're working with a fast-growing B2B SaaS business that has recently secured further investment and is continuing to grow its commercial team.

They're now looking for a Customer Success Manager to take ownership of their growing customer base and help shape the Customer Success function as they scale.

This isn't a role where you'll walk into an established CS function with everything already mapped out. They want someone who can take ownership, bring ideas and help build the processes alongside managing customers day to day.

The role

You'll own customers post-sale and manage the relationship throughout their journey, making sure they're engaged, getting value from the platform and ultimately staying and growing with the business.

You'll be responsible for:

• Managing a portfolio of B2B customers post-sale
• Driving adoption and ongoing engagement
• Monitoring customer health and identifying churn risks
• Running regular customer reviews and proactive touchpoints
• Owning renewals and retention
• Identifying and closing upsell and cross-sell opportunities
• Delivering product demos and training where needed
• Building and improving CS processes and customer journeys
• Working closely with Sales and Product as the customer base grows

What they're looking for

You'll ideally have Customer Success or Account Management experience within a SaaS or technology business.

They need someone who has owned customer relationships beyond onboarding and go-live, with experience across retention, renewals and account growth.

You'll also need to be comfortable with the commercial side of Customer Success. This isn't purely a relationship management role, you'll be responsible for retaining customers and identifying opportunities to grow your accounts.

Experience helping to build or improve CS processes would be a big plus.

There's also free parking, office food and drinks, share options and flexibility around working arrangements.