Customer Success Manager

Marstep Resourcing Solutions; Remote; GBP 38,000 - 45,000; Full time

Job summary

A dynamic tech start-up is seeking a Senior Customer Success Manager to join their team in London. This remote role focuses on retaining and growing the existing customer base through effective account management and renewal strategies. Candidates should have solid experience in customer success or account management, particularly in SaaS or B2B sectors. A commitment to achieving a high renewal rate and the ability to manage multiple complex accounts are essential. The position offers a competitive salary, flexible remote working, and excellent benefits.

Benefits

25 days holiday per year

2 wellness days per year

Work-from-home allowance

Flexible working

Great social environment

Qualifications

• Strong experience in customer success or account management roles.
• Understanding of the education market or SaaS tech sector.
• Proven track record of driving renewals.

Responsibilities

• Manage and develop assigned accounts for customer retention.
• Lead renewal conversations and negotiations.
• Support other Customer Success Managers during renewals.

Skills

Customer success

Account management

B2B SaaS industry knowledge

Coaching or mentoring others

Commercially minded and outcome-focused

Job description

Remote

Up to £45k p/a + £10k Uncapped OTE

This is a great opportunity to join a fast growing Tech Start-up based in London, offering remote working arrangements, where you will work within a great team and have the genuine opportunity to develop a worthwhile career.

They are a forward thinking organisation, who offer a great working environment, with excellent benefits and an uncapped opportunity to earn.

As a CSM, you will act as an ambassador for the company and be a regular contact for new and existing customers.

You will be retaining and growing existing customer base through retention and up-sales.

THE ROLE

We re looking for a Senior Customer Success Manager to help retain and grow our existing customers as the business scales.

This role will result in steep career acceleration and recognition, with a clear path from Customer Success Manager to Customer Success Team Manager and potentially Head of Customer Success.

You ll own a portfolio of customers using multiple products and ensure they see clear value across the platform.

This is a hands‑on senior role, combining commercial accountability, customer success delivery, and coaching responsibility within the Customer Success team.

The primary measure of success for this role is renewals, upsells, and net revenue retention (NRR).

KEY RESPONSIBILITIES

ACCOUNT OWNERSHIP & RENEWALS

• Quickly build a strong understanding of the product and customer base, and take full ownership of managing and developing assigned accounts from the outset.
• Manage an owned portfolio of approximately customer accounts
• Be accountable for approximately £500k £700k in annual renewal revenue, with quarterly renewal targets and a minimum 95% renewal rate.
• Lead renewal conversations end-to-end, including risk management and commercial negotiation.
• Support and coach other Customer Success Managers during renewal conversations.
• Manage customers using one or more products, aligning value across products where appropriate.
• Strategically build Customer Success collateral and processes to enable team scale and consistent delivery.
• Be responsible for driving early renewals, including £600k of renewals targeted for early close this year.

ABOUT YOU

ESSENTIAL

• strong experience in customer success, account management, or similar roles in b2b saas or education
• understanding of the education market or saas tech sector
• proven track record of driving renewals
• comfortable managing multiple complex accounts
• experience coaching or mentoring others
• commercially minded and outcome-focused

DESIRABLE

• experience working with education providers
• startup or scale-up experience (especially saas)
• experience carrying a revenue target

WHY JOIN

• 25 days holiday per year, plus bank holidays
• 2 wellness days per year
• remote, flexible working
• work-from-home allowance to help you set up your ideal wfh setup
• a great social environment, both digital and in-person