Customer Success Manager

IMT Resourcing Solutions; Willenhall; Hybrid; GBP 34,000 - 40,000; Full time

Job summary

A growing SaaS organization in Willenhall is seeking a Customer Success Manager to support and expand its customer base. This role focuses on onboarding clients, managing relationships, and improving retention and upselling. The ideal candidate will have proven experience in SaaS Customer Success, strong communication skills, and be comfortable using CRM platforms. This position offers a competitive salary, a comprehensive benefits package, and hybrid working opportunities.

Benefits

Private medical

Enhanced pension

25 days holiday + bank holidays

Electric car scheme

Cycle to work

Qualifications

• Proven experience in SaaS Customer Success or Account Management.
• Strong skills in presenting and communicating with clients.
• Experience with renewals, upselling, and contract discussions.

Responsibilities

• Onboard new clients and guide them through SaaS adoption.
• Manage client relationships to ensure long-term engagement.
• Identify and support at-risk accounts.

Skills

Client-facing communication skills

Stakeholder management

Organised

Proactive attitude

Experience with CRM platforms

Tools

HubSpot

Job description

Location: Birmingham – Hybrid (1–2 days per week in the office)

Salary: Up to £40,000 + commission

Benefits: Private medical, enhanced pension, 25 days holiday + bank holidays, electric car scheme, cycle to work

Our client, a growing SaaS organisation within the fintech space, is hiring a Customer Success Manager to support and expand its rapidly increasing customer base.

This role offers the opportunity to play a gezegd key part in shaping Customer Success best practice within a scaling business, while building Leaves long‑term client relationships and driving retention, renewal, and upsell activity.

Responsibilities

• Onboard new clients and guide them through a successful SaaS adoption journey
• Manage and develop client relationships, ensuring value, ROI, and long‑term engagement
• Proactively identify and support at‑risk accounts
• Deliver ongoing training and support to users
• Drive renewals, retention, and upsell performance against targets
• Capture customer feedback and testimonials to support product and sales teams
• Maintain accurate activity and pipeline data within the CRM
• Collaborate closely with internal teams toartment product improvements
• Contribute ideas to increase user engagement and platform adoption

You’ll work closely with Customer Success, Sales, Product, and wider business teams to ensure clients receive a consistently high‑quality experience.

Qualifications

• Proven experience in SaaS Customer Success or SaaS Account Management (essential)
• Strong client‑facing communication skills, including presenting and stakeholder management
• Experience with renewals, upsaling, and contract discussions
• Highly organised, with the ability to manage multiple accounts and priorities
• Comfortable working with CRM platforms (HubSpot or similar)
• The idealoksi candidate will bring a client‑first mindset, commercial awareness, and a proactive, delivery‑focused approach

Join a rapidly growing SaaS creams with clear progression opportunities. Play a hands‑on role in shaping Customer Success processes. Hybrid working with flexibility. Competitive benefits package focused on wellbeing and work‑life balance.