Customer Success Manager (CSM)

TN United Kingdom; Chester; Hybrid; GBP 40,000 - 70,000; Full time

Job summary

An established industry player is seeking a Customer Success Manager to enhance client satisfaction and drive growth. In this strategic role, you will guide a portfolio of 50-100 customers post-deployment, ensuring they maximize the value of their SaaS implementation. Your success will be measured through account health and customer retention, while you identify opportunities for expansion. This position offers flexibility with hybrid or remote working options, making it an exciting opportunity for those passionate about customer success and relationship management.

Qualifications

• Proven experience in Customer Success or Account Management within SaaS.
• Excellent relationship-building and communication skills.

Responsibilities

• Own the customer relationship post-deployment for long-term success.
• Conduct regular check-ins with customers to track adoption and engagement.
• Identify and qualify expansion opportunities.

Skills

Customer Success Management

Account Management

CRM Systems

MarTech Services

Communication Skills

Strategic Mindset

Problem-Solving

Organizational Skills

Job description

Social network you want to login/join with:

We are looking for a Customer Success Manager (CSM) to join our growing team. This is a strategic, customer-first role designed to drive long-term success, retention, and expansion within our customer base.

As a CSM, your primary goal is to ensure our clients fully adopt and maximise the value of their HubSpot implementation and ongoing services. You’ll be the trusted advisor for a portfolio of 50-100 customers, guiding them post-deployment to ensure continued success while identifying areas for growth and expansion.

This is not a hunting role—instead, you are responsible for account health and customer satisfaction, with a commercial mindset to identify opportunities for growth. Your success will be measured equally on leading indicators (deal creation) and lagging indicators (closed revenue & renewals). You will work collaboratively with the AE who owns the account, ensuring a seamless transition from implementation to long-term success, while strategically identifying and qualifying expansion opportunities for the Account Executive.

Key Responsibilities

• Own the customer relationship post-deployment, ensuring long-term success and retention.
• Develop strategic account plans to segment and prioritise customers based on growth potential.
• Conduct regular check-ins with customers, tracking adoption, usage, and engagement.
• Encourage adoption of HubSpot best practices, certifications, and product features to drive value.
• Identify and qualify expansion opportunities, passing net-new projects to the AE team.
• Directly sell CS-led products, including MRR upsells, adoption packages, and training services.
• Manage contract renewals and proactively mitigate churn risk.
• Own commercial conversations around pricing adjustments, contract extensions, and upgrades.
• Operate with autonomy while maintaining a structured approach to managing your book of business.
• Leverage data and insights to ensure customers are tracking towards their business objectives.

Requirements

• Proven experience in a Customer Success or Account Management role within SaaS.
• Experience in CRM, MarTech, or B2B technology services is highly preferred.
• Track record of driving account growth and securing renewals.
• Consultative and strategic mindset, with the ability to challenge and advise customers.
• Comfortable having commercial discussions on pricing, contracts, and renewals.
• Highly organised and self-sufficient, with the ability to manage 50-100 accounts.
• Excellent relationship-building and communication skills.
• A growth-oriented, problem-solving mindset.
• Competitive base salary + 20% OTE (uncapped).
• Commission is split 50/50 between:
• Leading Indicators → Deal creation (qualified opportunities passed to AEs).
• Accelerators for over-performance.
• Uncapped earning potential—top performers will exceed OTE.
• Hybrid or fully remote working options (UK-based only)