Customer Success Manager (£50k - £65k base + £15k OTE)

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Client:

Cosmic Partners

Location:

Job Category:

Other

EU work permit required:

Yes

Job Views:

6

Posted:

18.04.2025

Expiry Date:

02.06.2025

Job Description:

We are working exclusively with our client to find a Remote Customer Success Manager.

About:

Our client is a marketing SaaS solution that helps mid-market and enterprise brands organise and deliver content to drive measurable brand performance through increased audience engagement, data acquisition, and sponsorship activation.

Organic content distribution is increasingly driving the marketing landscape, and our client is at the forefront of this wave.

Having achieved enormous success through Founder-led sales and a recent Founding AE hire - it’s now time to bring in an experienced Customer Success Manager to help look after their customers and key accounts!

Key Highlights:

1. Fast-approaching £1m ARR from 30 customers, including world-leading organisations such as the Olympics, Live Nation, New Balance and Spotify.
2. £18k ARR ACV. Our largest client spends £185k annually, and the average expenditure per client is trending upwards. The deal cycle typically ranges from 3 to 6 months.
3. Managing some of their most strategic accounts with a high 5- to 6-figure annual spend.
4. They are currently achieving 100% customer retention—the customers who started with them 2.5 years ago are still with them today.
5. Proven client ROI: 7x increased engagement metrics, 10x higher click-through rates and 5x higher acquisition conversion - driving audience engagement, sales and sponsorship success.
6. 11-person team - scaling profitably and sustainably without significant external funding.
7. The main point of contact and direct leadership responsibility for a project manager.
8. Opportunity to progress further into leadership based on merit.
9. A robust new business function is generating substantial new opportunities - this is a high-performing team with whom you will collaborate closely to ensure client success.
10. Realistic targets and KPIs.
11. Remote working and other benefits are to be discussed.

The Role:

1. Develop in-depth expertise in the SaaS platform to onboard new customers and maximise their value throughout their contract term.
2. Build and maintain strong, consultant-led relationships with customers, acting as trusted advisor to drive platform usage and renewals.
3. Run white-boarding sessions, creating workflows and regular check-ins with clients.
4. Lead enablement sessions to advise on best practices, share insights from other accounts and drive measurable outcomes.
5. Train customers on new product launches and feature updates to maximise engagement.
6. Multiple stakeholder engagement and multi-threaded relationships to make sure all buyer levels are experiencing the ROI they expected when deciding to buy the platform.
7. Proactively address customer issues in a timely, professional manner, coordinating with internal teams where escalation is needed - the client is working with some of the most prestigious organisations globally with high expectations for service.
8. Act as the internal voice of the customer — providing feedback to the product team to inform the roadmap and working with marketing teams to help coordinate case studies.
9. Identify and flag upsell or cross-sell opportunities for the sales team.
10. Own KPIs set by the SLT, including renewal rates, NPS and account growth.
11. Collaborate with teams across the business, including leadership, finance, marketing and product to provide prospect feedback and improve the wider commercial function.
12. Maintain strong CRM hygiene and provide accurate forecasts on churn risk and account growth potential.

Requirements:

1. At least 4 years’ experience as a Customer Success Manager or Account Manager where you were the main point of contact for key accounts.
2. Strong understanding of marketing — ideally from working with a marketing solution or directly within a marketing team.
3. Proven success managing enterprise accounts with a 6-figure annual spend.
4. Excellent time management. You will be looking after a rapidly growing customer base.
5. Comfortable working autonomously where you will take ownership of your accounts and be responsible for their long-term success.
6. Management or team leadership experience is a huge bonus.
7. Track record of hitting KPIs across renewal rates, NPS and account growth.
8. Experience in an early-stage company (under 100 employees); bonus if you were part of the founding CSM team and helped build processes from scratch.
9. High aptitude for learning, shown through previous work experience or education.
10. Proficient with industry-standard customer service tech stack.
11. Technically fluent — you’ll need to quickly understand how our platform works, explain it confidently to clients, and troubleshoot where needed.
12. Potential stock options for long-term incentives.
13. Opportunities for rapid career progression into leadership.