Customer Success Manager - Full Time

Lief; United Kingdom; Remote; GBP 65,000 - 90,000; Full time

Job summary

Lief, a UK-based B2B SaaS provider transforming the children's homes and supported accommodation sector, seeks a Senior Customer Success Manager to lead satisfaction and retention. You will oversee a growing client portfolio, onboard new clients, and drive adoption with data-driven insights.

The role blends hands-on account management with strategic leadership, mentoring teammates and collaborating with Sales, Marketing and Product to align CS strategies with business goals.

Qualifications

• 5+ years in Customer Success or Account Management in a B2B SaaS environment.
• Proven track record in customer satisfaction, onboarding and account growth.
• Strong written and verbal communication skills.

Responsibilities

• Manage a client portfolio to maximize platform value and support.
• Onboard new clients with initial setup and feature guidance.
• Develop stakeholder relationships and address challenges proactively.
• Identify expansion through upselling and cross-selling.
• Drive adoption and retention with tailored solutions.
• Provide ongoing training and create support materials.
• Handle escalations professionally and efficiently.
• Collaborate on CS strategies aligned with business goals.
• Use data insights to identify improvements and renew strategies.
• Contribute to customer health scoring and renewal planning.
• Liaise with Sales, Marketing and Product on feedback.
• Mentor junior team members on account management.

Skills

Customer Success

Account Management

Data-driven

CRM familiarity

Communication skills

SaaS metrics

Education

Business/Marketing degree

Tools

Zoho CRM

Job description

Lief is a B2B SaaS company transforming the children's homes and supported accommodation sector with innovative solutions that empower care workers daily. We are looking for a motivated Customer Success Manager to join our team full-time and lead customer satisfaction and retention efforts. This senior position combines hands-on account management with strategic leadership responsibilities.

What will you be doing?

If you're successfully hired for this role, you will be taking up the following responsibilities among others:

• Manage a client portfolio, ensuring maximum platform value and support
• Onboard new clients through initial setup and feature guidance
• Develop strong stakeholder relationships and address challenges proactively
• Identify expansion opportunities through upselling and cross-selling
• Drive adoption and retention through tailored solutions
• Provide ongoing training and create support materials
• Handle escalations efficiently and professionally
• Collaborate on customer success strategies aligned with business objectives
• Use data insights to identify improvements and recommend solutions
• Contribute to customer health scoring and renewal strategies
• Liaise with Sales, Marketing, and Product teams on customer feedback
• Mentor junior team members on account management best practices

What you'll need to bring to the table?

• 5+ years of experience in Customer Success or Account Management in a B2B SaaS environment
• Proven track record in customer satisfaction, onboarding, and account growth
• Exceptional written and verbal communication skills
• Analytical mindset with data-driven decision-making ability
• CRM and customer success platform familiarity (e.g., Zoho)
• Ability to manage escalations calmly and professionally
• Strong understanding of SaaS metrics (churn, NRR, ARR, retention)
• UK-based with remote working capability

Good to have

• Social care, care home, or supported accommodation sector experience
• Business, Marketing, or related degree
• Salesforce, Gainsight, or similar certification