Customer Success Manager

Marstep; Remote; GBP 42,000 - 50,000; Full time

Job summary

A fast growing Tech Start-up in Greater London is seeking a Senior Customer Success Manager to manage and grow customer accounts while ensuring high renewal rates. The role offers steep career acceleration with responsibilities including leading renewal conversations and coaching team members. The company promotes a flexible and remote working environment with excellent benefits including 25 days of holiday and a robust work-from-home allowance.

Benefits

25 days holiday per year

2 wellness days per year

Remote, flexible working

Work-from-home allowance

Great social environment

Qualifications

• Strong experience in customer success, account management, or similar B2B SaaS roles.
• Understanding of the education market or SaaS tech sector is essential.
• Proven track record of driving renewals and managing multiple complex accounts.

Responsibilities

• Build a strong understanding of the product and customer base.
• Manage a portfolio of approximately 35–50 customer accounts.
• Be accountable for approximately £500k–£700k in annual renewal revenue.
• Lead renewal conversations and support other Customer Success Managers.
• Drive early renewals targeting £600k this year.

Skills

Customer success experience

Account management

Understanding of B2B SaaS

Coaching or mentoring

Job description

Remote

Up to £50k 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 35–50 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.