Customer Success Manager: Drive Growth & Retention

Law Business Research Limited; Greater London; On-site; GBP 50,000 - 70,000; Full time

Benefits offered by this job

Eye care

Employee Assistance Programme

Pension (company matched)

Life assurance

Cycle to work

Season ticket loan

Wellbeing allowance (£350/year)

Work from anywhere (2 weeks)

Generous parental leave

Job summary

Centellic is seeking a Customer Success Manager to own a portfolio of Lexology PRO and SPG customers in London. You will drive retention, product adoption, and client outcomes, using data to prioritise actions and mitigate risks. You will work with Sales, Product, Marketing, Support and Retention teams to ensure a consistent customer experience.

The role emphasises proactive success planning and scalable engagement programmes to support growth and long-term retention across a global client base.

Qualifications

• Experience in a customer-facing B2B role; Customer Success or account management experience is essential.
• Strong communication, relationship-building and organisational skills.
• A proactive, customer-focused and commercially aware approach.
• Confidence using data and customer insight to prioritise actions and improve outcomes.
• Experience with a Customer Success Platform, such as ChurnZero, Gainsight or Planhat.
• Experience in subscription services, intelligence, data, research or professional services is helpful but not essential.

Responsibilities

• Manage customer onboarding, success plans and engagement across an allocated portfolio.
• Build relationships with users, decision-makers and commercial stakeholders.
• Monitor usage, engagement and customer health, acting early to mitigate risk.
• Deliver customer reviews, training and tailored initiatives that increase adoption and value.
• Collaborate across teams to share customer insight, highlight growth opportunities and improve the customer experience.
• Maintain accurate account records and contribute to team knowledge sharing and improvement.

Skills

Customer-facing B2B experience

Communication & relationship-building

Data-driven decision making

Proactive customer success approach

CS platform experience (ChurnZero/Gain

Tools

ChurnZero

Gainsight

Planhat

Job description

Centellic is seeking a Customer Success Manager to own a portfolio of Lexology PRO and SPG customers in London. You will drive retention, product adoption, and client outcomes, using data to prioritise actions and mitigate risks. You will work with Sales, Product, Marketing, Support and Retention teams to ensure a consistent customer experience.

The role emphasises proactive success planning and scalable engagement programmes to support growth and long-term retention across a global client base.