Customer Success Manager

Smartsearch; West Yorkshire; On-site; GBP 40,000 - 65,000; Full time

Benefits offered by this job

25 days holiday rising to 30 with each

Private Medical Insurance

Company pension scheme

Life Assurance - 4x your annual salary

1 day paid volunteering per year

Enhanced maternity / paternity

Employee Assistance Programme

Cycle to work scheme

On site gym

Job summary

SmartSearch is seeking a Customer Success Manager to own retention and growth for a portfolio of strategic accounts worth £14K to £50K annually. You will ensure customers gain clear value, renew with confidence and grow where it makes sense, using health, usage and renewal signals to guide engagements.

The role emphasizes high-touch, multi-stakeholder relationships and expansion opportunities, including Credas identity verification, with weekly forecasting and accurate activity in HubSpot.

Qualifications

• Experience managing a portfolio of mid-market or high-value B2B customers.
• Proven track record of meeting retention and expansion targets.
• Strong commercial skills, including renewal negotiations.
• Experience building and running account plans.
• Disciplined CRM use and forecasting, ideally in HubSpot.

Responsibilities

• Own a portfolio of Strategic Accounts and their retention and growth targets.
• Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps.
• Manage the portfolio using health, usage, renewal and expansion signals in HubSpot.
• Keep HubSpot accurate, including contacts, account records, activity and forecasts.
• Build renewal readiness well ahead of renewal dates.
• Spot risk early and act quickly to protect the relationship and revenue.
• Lead renewal conversations and negotiations and manage contractual obligations.
• Identify and own value-led expansion opportunities, using sector propositions and expansion routes.
• Introduce new products and developments where they solve a customer need, including Credas identity verification.
• Forecast accurately each week and month and bring opportunities forward where possible.

Skills

Account management

Customer success

Renewal negotiations

Relationship management

Forecasting

Tools

HubSpot

Job description

SmartSearch's distinctive Anti-Money Laundering verification software protects our clients by offering the most advanced and comprehensive features available from an AML provider.

SmartSearch has grown rapidly by fostering an incredibly collaborative and supportive culture. As we continue our ambitious growth plans, we will strive to remain a truly exciting, rewarding, and unique place to work.

HOW WILL YOU MAKE A DIFFERENCE?

To own retention and growth for a portfolio of Strategic Accounts, our customers worth £14K to £50K a year. The Customer Success Manager makes sure these customers get clear value from SmartSearch, renew with confidence and grow where it makes sense for them.

The role keeps high-touch activity proportionate to each customer's value, complexity, risk and opportunity. It uses health, usage and renewal signals to decide where to engage, so every conversation has a clear outcome, risk or growth purpose.

Customer Success is central to SmartSearch's ambition to reach £100M revenue by FY30. This role is pivotal to that goal.

VARIED DAY TO DAY RESPONSIBILITIES

Portfolio and account planning

• Own a portfolio of Strategic Accounts and their retention and growth targets.
• Build and maintain account plans for priority accounts, with clear objectives, success criteria and next steps.
• Manage the portfolio using health, usage, renewal and expansion signals in HubSpot.
• Keep HubSpot accurate, including contacts, account records, activity and forecasts.

Stakeholders and relationships

• Build strong relationships with key stakeholders, including decision makers and executive sponsors.
• Maintain contact maps so each account has more than one relationship and access to decision makers.
• Meet customers in person where it adds value, with clear success criteria agreed beforehand.

Adoption and value

• Run adoption and value reviews that show the impact SmartSearch is having on each customer's business.
• Agree success criteria with customers and track progress against them.
• Capture value evidence, case studies and testimonials.

Renewal and risk

• Build renewal readiness well ahead of renewal dates.
• Spot risk early and act quickly to protect the relationship and revenue.
• Lead renewal conversations and negotiations and manage contractual obligations.

Expansion

• Identify and own value-led expansion opportunities, using sector propositions and expansion routes.
• Introduce new products and developments where they solve a customer need, including Credas identity verification.
• Forecast accurately each week and month and bring opportunities forward where possible.

WHAT ARE WE LOOKING FOR IN A CANDIDATE?

Essential

• Experience in account management or customer success, managing a portfolio of mid-market or high-value B2B customers.
• Track record of meeting retention and expansion targets.
• Strong commercial skills, including renewal negotiation and value-led selling.
• Confident building relationships with senior stakeholders and decision makers.
• Experience building and running account plans.
• Disciplined CRM use and forecasting, ideally in HubSpot.

Desirable

• Experience in regulated sectors such as financial services, legal, property or accountancy.
• Working knowledge of MEDDIC or a similar sales methodology.
• Understanding of AML, KYC or identity verification.

WHAT IS LIFE LIKE AT SMARTSEARCH?

• We are a multi-award winning Tech company with an aspirational mentality
• Some of our most recent recognitions include: named in the renowned RegTech100 list for 2024, listed in the Top 100 Fasted Growing Tech Companies by Northern Tech Awards 2024 as well as being named Technology Provider of the Year by Corporate Finance Awards 2024
• Great Place To Work Certified 2022
• There are excellent progression opportunities due to our growth and you will have personal development goals, regular feedback and support
• We are a diverse and inclusive team committed to promoting Diversity & Inclusion and Social Responsibility. Through our DE& I group, charitable initiatives and support for local schools, we actively foster a positive Impact on our community

COMPANY BENEFITS

Our comprehensive benefit package includes:

• 25 days holiday rising to 30 with each year of service
• Private Medical Insurance covering dental and optical
• Company pension scheme
• Life Assurance - 4x your annual salary
• 1 day paid volunteering per year
• Enhanced maternity / paternity offerings
• Employee Assistance Programme
• Cycle to work scheme
• On site gym