Customer Success Manager (6-Month FTC) – Public Sector SaaS

Addition; Greater London; On-site; GBP 42,000 - 55,000; Full time

Job summary

Addition Solutions is seeking a Customer Success Manager on a 6-month fixed-term contract to strengthen relationships and shape how the service evolves for public sector customers across the UK.

You will lead onboarding, manage ongoing communications, and work with product and strategy teams to turn feedback into platform improvements, while driving renewals and expansion opportunities. The role demands collaborative, proactive, and customer-focused execution in a fast-growing SaaS environment.

Qualifications

• 3+ years in Customer Success, Account Management, Technical Account Management or Customer Delivery.
• Experience in Start Up/Scale Up environments is a plus.
• Proven onboarding and implementations experience for digital platforms or SaaS.
• Strong stakeholder management and ability to navigate conversations.
• Experience improving templates, processes, or playbooks in CS teams.
• Excellent organisational skills with multiple accounts and projects.
• Collaborative with technical and product teams to translate needs into solutions.
• Commercially aware with focus on retention and account development.
• Ability to work independently in a fast-paced, evolving business.
• Experience in public sector procurement tech is beneficial but not essential.

Responsibilities

• Own and develop relationships with public sector customers throughout the lifecycle.
• Lead onboarding and implementation to drive adoption of the platform.
• Manage inbound queries, communications and escalations with high service standards.
• Run regular reviews to monitor satisfaction, performance and opportunities.
• Collaborate with product, technical and strategy teams on feedback-driven improvements.
• Develop CS processes including onboarding frameworks, reporting and health tracking.
• Manage supplier partner relationships to support onboarding and growth.
• Identify renewal and expansion opportunities with senior leadership.
• Monitor project delivery, budgets and commercial risks to align with goals.

Skills

Customer Success

Account Management

SaaS

Public Sector Procurement

Stakeholder Management

Onboarding & Implementations

Relationship Building

Commercial Awareness

Independent Working

Job description

Addition Solutions is seeking a Customer Success Manager on a 6-month fixed-term contract to strengthen relationships and shape how the service evolves for public sector customers across the UK.

You will lead onboarding, manage ongoing communications, and work with product and strategy teams to turn feedback into platform improvements, while driving renewals and expansion opportunities. The role demands collaborative, proactive, and customer-focused execution in a fast-growing SaaS environment.